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Customer support

Our team is available day and night, but we prefer to speak to you during our office hours from Monday to Friday (09:00 to 17:30).
Call or Whatsapp
+31 (0)6 471 037 99
Or send us an email!
[email protected]

Contact us

Contact details

+31647103799
COC number: 84032499
TAX/VAT Number: NL863069848B01
Suncia Melbournestraat 66
3047BJ Rotterdam
Nederland

Frequently asked questions

Shipments
When will my order be delivered?

Most orders will have to be delivered on pallets. When a product is immediately in stock, we use an average delivery time of 4 days from receipt of payment. Why?

Day 1 and 2: Sorting and collecting

Extra actions are often involved, such as repacking solar panels and collecting various components. The merging of the entire order will only take place once everything is available in our collection centre.

Tip: Only order whole pallets for quick handling.

Day 3 and 4: Planning and delivery

As soon as your order is ready, it is possible to schedule transport. Naturally, the delivery location and selected extra options are taken into account.

We always assume that we can deliver with a truck and that you have enough options for unloading yourself. If this is not the case, you can indicate this in the extra shipping options.

Can I schedule a specific delivery time?

As soon as the order is ready, a delivery time will be scheduled, this will always take place during office hours (08:00-17:00). If you are not always present to take the order. Then you can choose to schedule a specific day or part of the day.

Plan a specific day (part)

If you have chosen a specific part of the day, this will be looked at earlier and a schedule will be made from day 1. We will always contact you to confirm delivery details.

My delivery address is not accessible to trucks, what now?

No problem, if there is less than 15 meters of space at the delivery location, you can choose delivery with a box truck in the shipping options. This way we prevent problems during delivery.

Delivery with a box truck

It is of course possible that your chosen delivery address is not suitable for transport by truck, in which case the shipment must cover the last part of the journey with a box truck.

Can you help unload?

We always assume that you have your own personnel and material to unload. It is possible to rent a rear forklift. You must drive it yourself.

Rent a rear forklift

If you do not have a forklift truck at the location itself, it is possible to rent a rear forklift for an additional fee. This machine can be taken on the truck, so you can also unload at poorly accessible locations.

Can I pick up my order myself?

Of course it is also possible to use transport yourself and pick up the order. Because not all stock is in 1 central location we only work with loading references. When selecting this shipping method, you will receive a loading reference with location within 1 to 2 days. We would like to hear when you come by.

Can I also have it delivered abroad?

Yes, you can, but there are additional costs for deliveries to neighboring countries. Contact us for the possibilities.

Note: If you do not install the solar panels in the Netherlands, you do not have to pay a Dutch environmental contribution. This requires an adjustment in our system, please contact us if this applies to you.

Returns
What to do in case of transport damage?

In the event of transport damage, you can complain about the shipment, but you must indicate this within 2 working days. So make sure that the products are checked upon receipt and always take pictures of the goods upon arrival. If you immediately notice that there is damage during delivery, do not accept the shipment.

I have received the wrong products

If we have made a mistake, we will immediately look for a new delivery of the correct products. Tell us within a week and we will provide a suitable solution.

I made a mistake in my order

If you accidentally placed an incorrect order, please let us know as soon as possible. If the order has not yet been processed, we will not charge any extra costs and adjust the order to your wishes.

Handling costs

If the order is already ready for transport, we charge 50 euros extra to correct it. This has to do with the costs we incur for repacking bulk packaging and replacing our stock.

Transportation costs

If transport has already been scheduled and the order cannot be corrected in time, you will bear the transport costs for the new delivery. This is an average of 200 euros per pallet.

If you find out upon arrival of the goods that you have ordered the wrong items, you can return them to us within a week at your own expense. We can help plan a return shipment, the handling and transport costs will then be deducted from the credit.

For the return of pallet shipments, it is important that they are packaged correctly. Read here how we prepare the shipments, you can also follow these instructions for your returns.

Payments
What are the payment methods?

Payment security is always our top priority. That is why we only work with recognized payment methods.

The following payment methods are accepted with us:

SEPA Credit Transfer
Paypal
Credit card (Visa/Mastercard)
iDeal
Ban contact
Giropay
Sofort

When will I be refunded?

Refunds will be made within 7 working days after the return has been received. All undamaged properly returned products will be credited to the buyer's payment method and you will receive an email confirmation when the transaction has taken place. Please note that your bank may need additional days to process the transaction after they receive the information from us.

Can I place an order on credit?

This is currently not possible, orders will only be processed once full payment has been received.

Environmental contribution
Do you charge handling fees?

No! Our principle is based on bulk advantage. You will see that pallet purchase is a lot cheaper than individual products. The handling fees are already included in the unit price, so there are no surprises when you check out.

The only exception to this is the personal contribution when processing returns and correcting order errors.

Is shipping always free?

We use free shipping in the Netherlands and Belgium for orders above €2500. However, additional shipping options are still for your own account.

Do I have to pay VAT?

Yes, the new zero rate requires proof in administration. The installer must demonstrate that the solar panels are installed on or near a home. Since we only deliver to companies and cannot bear this burden of proof, we use the standard VAT rate.

That said, our overseas customers who are VIES registered have VAT shifted invoices and pay excl. vat.

What is the environmental contribution on my bill?

Since July 2023, it is mandatory in the Netherlands to state the environmental contribution separately on the invoice. The rates for solar panels have also been changed to €0.04/kg. A rate of €0.03/kg is charged for inverters smaller than 50cm.

"It has been agreed with the ministries of IenW and EZK to make the waste management contribution visible on the receipt for the customers to whom you supply as a manufacturer and importer. This is a wish of the sector, represented by Holland Solar and Zonne-energie Recycling Nederland. visible contribution ensures transparent and fair competition, without this having an effect on the product price."

Note: These changes have been implemented on our website since June 2023

These costs are automatically corrected for our foreign customers.

Products
How do I invoke product warranties?

We do not provide (product) guarantees ourselves, but we can assist with communication between our customers and suppliers (manufacturers). View our info page to learn everything about product warranties, power warranties and legal warranties. That way you always know where you stand.

How do I extend my product warranty on Fox ESS products?

Fox ESS gives installers the option to extend product warranties once the equipment is installed. Check out our comprehensive help page to learn more about Fox ESS warranties.

How can I extend my Enphase warranty?

If you install the Enphase microinverters in combination with a gateway such as the Envoy-S, the product warranty can be extended to 25 years.

Where can I find the installation manuals?

You will find all installation manuals of our brands on this page. You can also view instructional videos and certificates for the various products there.

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