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  • FAQ

    You need any help? FAQ Below

    DO HELIOS SOLUTIONS OFFER TRADE ACCOUNTS?
    Yes, we do offer trade accounts and trade credit accounts. Once you aplly to be part of our network, you will be asked to fill out a credit application form and we will come back to you with our decision. Trade accounts are generally processed within 24-48 hours and your discount applied.
    DO HELIOS SOLUTION DESIGN SYSTEMS?
    Though we have the capacity to design systems from the ground up, as company policy we do not offer this service out to customers directly through the store. We will assist you with our technical knowledge to the best of our ability given the information you provide us. Furthermore, we are constantly offering workshops, webinars, resources and tools on our site to assist you in you're decision making. We cannot accept any liability for systems which have been installed, however we do offer referrals to designers and installer within our network that can assist you with the system.
    WHY ARE YOUR PRICES SHOWN EXCLUDING VAT?
    We show our prices without VAT to allow both Trade and Retail customers to determine their buying price, when all goods are placed into the Shopping cart the total payable will be highlighted including VAT. Since we deal with a large volume of international sales it is also important to note some countries and regions do allow VAT to be reclaimed on exported goods.
    MY ORDER HAS ARRIVED DAMAGED, WHAT DO I DO?
    We issue signed delivery on all goods purchased through our site. Simply mark the goods as damaged on the drivers delivery note. If the items show visible damaged please reject the delivery and the items will be returned to us. If the item has been damaged by the courier and you have not marked the item as damaged we cannot be held liable or make a claim with the courier. This may cause a delay in dealing with the matter. Please inform us immediately of this by email or phone of any damaged goods.
    WHAT GUARANTEE COMES WITH MY ORDER?
    Our manufacturing partners offer a warranty on all their products. In addition, Helios Solutions offer a pass through warranty, which they will deal with directly on many occasions. If you are unsure how warranty claims are to be handled please contact our customer service line or via our contact page.
    I HAVE A COMPLAINT, WHAT SHOULD I DO?
    Please direct all complaints to admin@helios-solutions.net, we will file the the complaint in our records and resolve the matter within 5 working days. We take all complaints submitted seriously with swift responses where applicable.
    THE PICTURE IS DIFFERENT FROM WHAT I RECEIVED?
    Though rare, it's not always possible to receive exact pictures of the items we sell. It may also the case that some manufacturers update the design without our knowledge in an attempt to launch their upgraded models. Our images are for illustration purposes only.
    WHAT IS MEANT BY NEXT DAY DELIVERY?
    All purchases made through Europe care eligible for next day delivery. If you operate within Africa this will be subject to availability of said item in our stores. In the case that goods are dispatched on a Friday they wont be received until Monday. Our delivery service only operate in the working week. If goods are not in stock but you have requested the goods to be shipped next day, when the goods come into stock your order will be shipped on a next day service. Standard delivery are also available though lead time for the products will be extended.
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