Frequently Asked Questions

The expected delivery time can be found in our webshop at the time of your order.

After shipping your goods, you will receive both a delivery note and tracking information by email. We generally book freight deliveries with prior notification by the freight company. This means that the freight company will contact you by phone or in writing to arrange a delivery date. This way, you save time and can prepare for your delivery within an appropriate time frame.

With your invoice, you will receive a link to our pickup calendar. Here you can easily book a pickup appointment to avoid waiting times.

Should your goods not be ready for pickup for any reason, we will actively contact you to avoid an unnecessary trip.

Information on shipping costs can be found here.
For freight deliveries or shipping abroad, please add the desired items to your shopping cart and fill out the address form. In the next step, you will be shown the shipping costs.

To provide you with the best and fastest service possible, we kindly ask for your assistance here. Register on our webshop and then send us the desired items via email (vertrieb@inutec-int.com) or via chat (bottom right).
You can generally find all prices and delivery times up-to-date on the webshop. However, we are also happy to individually check prices for you.

My customer account is no longer visible

Since February 2023, our new photovoltaic webshop has been online.

Unfortunately, it was not possible to transfer your customer account from our "old" webshop. However, your order is still being processed normally, and you have not lost your position in the order queue!

Unfortunately, there is no way to make your previous orders visible in our new webshop for you. Our "old" shop also did not offer the option to view delivery status online. Therefore, you have not missed any important information.

Please accept our apologies for this inconvenience.

P.S. If you cannot find an answer to your questions in our FAQs and other information, simply contact us via the communication platform at the bottom right of every shop page.

If you wish to change your order, please follow these steps:

• Please place the complete order again from scratch in the webshop.

• In the note field, indicate the following: Modification of old order VGXXXX

• We will then independently cancel your first order and process the new order instead.

Do not worry that you will move back in the waiting list due to the change and the associated new order number. We will reinstate you in the same position internally.

It may take up to 1 business day until you receive written confirmation of the cancellation of the old order.

Thank you for your patience!

To cancel your order, please contact us during business hours (Mon-Thu from 9 am - 5 pm | Fri until 2 pm) via our communication module on our website: Click on the black contact icon at the bottom right of the page.

We require your cancellation in writing, specifying which item should be cancelled.

It may take up to 1 business day until you receive written confirmation of your cancellation, however, your cancellation is legally binding on us at this time.

Payment for your order is due before delivery. Typically, you pay directly at checkout (Paypal, Klarna, credit card) or upon receipt of your invoice (bank transfer).

For pickups, payment can also be made directly on-site – in cash or via online transfer.

We offer the mounting structure from the European market leader K2 Systems.
Feel free to send us the list of articles, or simply the materials with item numbers from our "Mounting Systems" category or the K2 website.

Please plan your mounting system online with K2 BASE
https://base.k2-systems.com/#/dashboard

K2 BASE is a free online software that allows you to conveniently plan your mounting system online.
You only need a current internet browser. For your planning, you have access to satellite images from Google Maps as well as graphic drawing tools.
In the end, you will receive a useful project plan, including a list of articles and also the static evidence.

As our customer, please enter "inutec solarcenter" as the "Company" when signing up for Base.

Please note that K2 Systems will need to approve you, which may take up to 48 hours.

The Growatt installation code for registration is:

http://server.growatt.com/?lang=gm

Installation code: AYPKD

Installation guide "Shinephone account registration"

The password for saving system-relevant settings is: "growatt+current date". For example, "growatt20210209".

To set up and properly operate your Victron system, the following steps are required.

Here are some non-exhaustive hints:

• Attached are two videos for integrating your GX device.

"How to connect to the Venus GX (or any other GX device)"

"Connecting a Victron GX Device online and setting up a GX GSM"

Install and set up VE-Connect, "the all-rounder"
https://www.dropbox.com/s/g6jb3hrn3cmwpgn/2020-12-11%20Webinar.mp4?dl=0

If this was successful, please take a close look at VE-Connect and the Remote Console with all settings.
There are precise instructions and explanations for each point.

You should also update the firmware for all devices (except beta versions) and then set up the VE-Configure file (directly under the updates in VE-Connect).

You can find this in VE Connect under: Devices.

If these buttons are not visible, you need to enable bi-directional communication in the Remote Console.

Now, you need to make the settings in VE configure – including loading the ESS Assistant and making the settings for Pylontech batteries as found here:

https://www.victronenergy.com/live/battery_compatibility:pylontech_phantom

Important! Please read and execute this section completely for connecting and setting up the Pylontech batteries:

Here is a video about VE-Connect – for an off-grid system: https://www.youtube.com/watch?v=yJhck8ej4JM

You can generally find almost everything on the excellent websites of https://www.victronenergy.com/.
Please check there.

If the information provided by us and the manufacturer was not sufficient, we also offer you a paid one-hour setup assistance for which we charge you 75 euros net.

For sizing and selecting a Victron charge controller, it's best to use the Victron tool MPPT Charge Controller Calculator, which you can download here:

https://www.victronenergy.com/upload/software/VE-MPPT-Calc-1_9.xlsx?_ga=2.259354761.2092449504.1666266906-1265578578.1666266906.

There, you can create your selected module by entering the current and voltage data of your module and creating everything under the name of your module.
Now you can, for example, see if you can connect more than 8 modules per string to the MPPT 450/100 Tr.

In terms of power, this MPPT can handle approximately 6 kWp (5.8 kW max. charging power).
Now you would need to divide the modules accordingly.

Here you can find the approved grid switching boxes from Enwitec.

Please use the configurator to select your desired box.
We will gladly inform you about the price and delivery time - if the item is not available on our website.

https://enwitec.eu/netzumschaltboxen/

Please send us the article name and number afterwards.

You can reach us via the communication module on our website, click on the black contact symbol at the bottom right of the page.

Please register in our webshop and then send us a brief message via email or chat requesting activation of the dealer prices.

We deeply regret that there are issues with your ordered product. Please contact us via the communication platform (bottom right on the website).

To provide you with the quickest and most efficient support, we and/or the manufacturer require some information. The better you describe and document your problem, the faster the manufacturer can make the right decision in your case.

The list below is an example, which may not be suitable for all devices.

IMPORTANT: please do not disassemble your device for now and wait for our service team's feedback.

• Serial Number: Written or through a clear picture of the label showing model and S/N.

• Measurement Values and Parameter Settings: measured current and voltage of each string. Alternatively, you can also record a video of the inverter screen showing all relevant values of the system - to be cycled through all.

• Parameter Settings: as above, send the video via WeTransfer, Dropbox, or similar.

• Error Description:
  a) What happened?

  b) Detailed description of the device status
  actions taken and end result (i.e., battery fully charged, inverter turned on, inverter display lit up, beeped for a few seconds, and then display turned off). If necessary, please also make a video.

• System Description:
  Battery, PV connection, protection, grounding, and connections. Describe the battery model and configuration, PV connection (module type, number of strings and modules per string), DC & AC disconnect switches and surge protection, whether the system is grounded, and how everything is wired together. If possible, detailed single-line diagram and datasheets.

We appreciate your cooperation and will open a service ticket with the manufacturer as soon as we receive all the information. We will get back to you as soon as we receive a response from the manufacturer.

You are welcome to order the repair of an inverter on our website.
At least if the inverter is not totally destroyed by lightning strike or similar and has not been attempted to repair yet.

Here is the link: https://www.inutec-int.com/wechselrichter-reparatur-service

All further information is also available on this page.

Please check your delivery immediately upon arrival for completeness as well as for visible and concealed transport damages!

If you are an end customer (private individual), the following applies:

If your package/pallet is damaged or if a component listed on the delivery note is missing, please inform the courier or freight forwarder immediately so that this can be registered with the supplier.

Then please also send us a prompt informal damage report with a brief description of the damage and meaningful pictures, preferably via the communication platform on our website (bottom right). Alternatively, via email to kontakt@inutec-int.com.

If you sign for a complete and undamaged delivery in the case of an obvious damage or missing items and do not report the damage retrospectively within one day, your claim for reimbursement will be void!

A concealed damage is best reported promptly, but at the latest within 7 calendar days of receipt of the goods, to still have a claim for reimbursement.

Thank you!

Returns

You are welcome to return your goods to us in accordance with legal regulations.

Important note:

- The withdrawal must be made in writing. Please contact us, stating the reason for the return and the condition of the goods, via email at kontakt@inutec-int.com

You will then receive further information regarding the return from our customer service.

Generally, please note:

- Please include your order number, name, and reason for return in your return package so that we can allocate the return of your order.

Special regulations apply to electronic devices that are installed.

Please assure us, therefore, that the devices are in their original condition and have not been installed. If this is not the case, please inform us, as the devices can then no longer be sold as "new."

Please also ensure that the goods arrive undamaged with us. Please ensure careful repackaging of the goods so that the original box can still be reused.

We recommend that you send the package with appropriate insurance to avoid loss of value due to transport damage.
Please keep the receipt of your return until the refund is credited to your account.

You will receive your refund within 14 days after your return has been received by us.

Please send your return to the following address:

inutec solarcenter international gmbh

Im Gewerbegebiet 17

38315 Schladen – Germany

Subject: Return

Thank you!