1. Where can I download the manual for my product?
You can download the manual for your product and/or component in the downloads section of our website. Enter the product name or its reference number in the search box.
2. Where can I watch an installation video for my product?
You can watch the installation video for your product and/or component on our YouTube channel or on the product page of our website. Enter the name or reference number in the search box to find the item.
3. Where can I find the reference number or the IMP of my product?
These numbers are always together and can be found on:
The box (next to the barcode)
Rating label (silver label attached to the body/motor or inside the canopy)
Remote control (back)
4. The remote control of my product does not work, what can I do?
Try the following checks:
1. Fit new batteries. Even if the light on the remote control comes on, the batteries you are using may be very worn and prevent the remote control from working properly.
2. Re-pair the remote control and the receiver. Follow the instructions in the manual to pair them.
5. What can I do to link my product to the app?
For IoT products:
1. Check that the frequency of the Wi-Fi connection is 2.4 GHz. IoT products do not support 5G connections.
2. Too many devices. You may have too many devices connected to your router; check that you do not have more than the following: home router => maximum 16 devices; professional router => 100 devices (PCs, mobile phones and tablets included). For more information, see the router's data sheet or contact your provider.
3. Error when entering the password. The app does not indicate whether it has been entered correctly or incorrectly. Make sure you enter it correctly.
4. We recommend not creating groups of more than 5 devices.
You can download the installation manual from our website, entering the name or reference number.
For Bluetooth products:
You can watch the Bluetooth connection video on our YouTube channel or on our website, entering the name or reference number.
Note 1: The wall switch must always be switched on.
Note 2: The light of the device can only be switched off from the app if the device allows it, or with the remote control depending on the model.
6. Why does the speaker of my product not play music?
Products that work with an app:
You can watch a video tutorial showing how to connect your product to the app.
Products that work without an app:
You can watch a video tutorial showing how to connect your product to the app.
Note 1: The wall switch must always be switched on.
Note 2: The light of the device can only be switched off from the app if the device allows it, or with the remote control depending on the model.
7. What can I do if my fan works but the light does not?
You can try the following actions:
1. Check the connections of the quick connectors of the receiver and of the LED board.
2. Tighten the wires in the quick connectors.
8. Why does my product have residual light?
When the LEDs remain slightly lit even though the switch is off, this may be due to a problem in the electrical installation. LEDs require very little current to operate, so the presence of a micro-current in the circuit may be enough to produce a faint glow.
There are several possible causes:
1. If your switch does not cut off the current completely — for example, switches with a neon indicator — it may allow small currents through even in the off position.
2. Nearby wiring may induce small currents in other cables.
3. The earth connection of the installation does not divert leakage currents to earth.
Although this is an installation problem, we can suggest some solutions which, depending on the circumstances, may resolve it, although they must always be supervised by an installer:
1. Swap the position of the live wire and the neutral wire at the connection point.
2. Improve the earthing of your installation.
3. Fit a 0.47 µF 400 V capacitor between live and neutral.
4. Disconnect the earth connection.
9. My product does not remember the light tone, how do I fix it?
To change the colour temperature of the light, switch the light on and off quickly from the wall switch or from the remote control until you select the desired colour.
The colour of the light will remain on the selected tone as long as it is not switched on and off quickly again.
10. How can I change the light tone of my product?
To change the colour temperature of the light, switch the light on and off quickly from the wall switch or from the remote control until you select the desired colour.
The colour of the light will remain on the selected tone as long as it is not switched on and off quickly again.
11. My fan makes a noise when it turns, what can I do?
Carry out the following checks to try to solve the problem:
1. Turn the fan by hand and check that there are no parts rubbing or preventing rotation.
2. Make sure the blades are fitted in the correct position.
3. Make sure the blade screws are properly tightened and the washers are in place.
4. Make sure the ball is seated in the slot of the ceiling bracket.
5. Make sure the screws joining the downrod to the fan body are properly tightened.
6. Make sure the screws holding the ball are properly tightened.
12. How can I remove the beep from my fan's receiver?
The following link shows how the beep can be removed: Video tutorial
NOTE: As this is not a manufacturing defect, Sulion accepts no responsibility under the product warranty if any component is damaged while carrying out this operation.
13. What can I do if my fan wobbles/vibrates/swings?
You can carry out the following checks:
1. Make sure the blades are fitted in the correct position. An incorrect blade position may cause wobbling.
2. Make sure the blade screws are properly tightened. If the screws are not properly tightened, a blade may end up off-centre and cause the fan to wobble.
3. Make sure the ball is seated in the slot of the ceiling bracket.
4. Make sure the screws joining the downrod to the fan body are properly tightened.
5. Make sure the screws holding the ball are properly tightened.
6. Check that the blades are correctly fixed by tightening all their screws.
7. Check the distance from each blade to the ceiling.
If after the above steps the wobbling has not been resolved, you need to use the kit supplied:
8. Switch the fan on at the highest speed.
9. Switch the fan off. Select one blade and fit the clip.
10. Switch the fan on and check whether the wobbling has got worse or better. Switch it off again and, if it has not improved, fit the clip on another blade. Repeat this process and determine which blade gives the best improvement.
11. Leave the clip on the blade that gives the best result. Move the clip forwards or backwards on that blade until you find the position that offers the best result.
12. Then remove the clip and place one of the weights on the top of the blade, along its centre line, level with the position where the clip was.
14. How can I reverse the rotation direction of my fan?
Not all fans have reverse rotation (summer/winter option). To check whether your fan has this system, see the technical specifications on the product box, in the manual or on the website.
1. If your fan has an AC motor, the reverse switch is located on the motor.
2. If your fan has a DC motor, the reverse function is located on the remote control.
NOTE: On the new models it is not necessary to switch the fan off and wait for it to stop completely before pressing the reverse button; simply pressing the button while the fan is running will stop it and change the direction of rotation automatically (the process usually takes 10-15 seconds).
15. What can I do if my fan does not turn but the light works?
Most DC fan motors cannot turn if the blades are not fitted. If the fan is correctly assembled and does not turn, you can try the following actions:
1. Check the connections of the quick connectors of the receiver and of the LED board.
2. Tighten the wires in the quick connectors.
16. How can I contact SULION?
• If you would like to place an order, have a problem with it or have questions about buying, contact our Sales Department by phone on (+34) 916 77 45 40, or write to us at info@sulion.es
• If you need technical advice or have experienced a problem with the product, please contact our Customer Service (SAT): call (+34) 916 74 94 83 or send an e-mail to sat@sulion.es
17. How can I place an order?
Contact your sales representative or request registration as a customer through the Customer Area.
18. Which payment methods do you accept?
• Visa
• PayPal
• Bank transfer
• Usual payment method
19. How much does shipping cost?
• Mainland Spain
o Orders under €200: shipping costs €6
o Orders over €200: shipping is free
• Spain, Balearic Islands
o Orders under €400: shipping costs €14
o Orders over €400: shipping is free
• Spain, Canary Islands
o Orders under €1,000: shipping costs €40
o Orders over €1,000: shipping is free
If the order is to be shipped outside Spain, contact the Sales Department and they will advise you with no obligation.
20. How long does shipping take?
24-48 h for mainland Spain. Check with your sales representative for deliveries outside mainland Spain.
21. Can I collect my order from your warehouses?
Yes, but please check availability with your sales representative beforehand.
22. Do you ship to Ceuta, Melilla, the Canary Islands, Tenerife and the Balearic Islands?
Yes.
23. How can I check the status of my order?
You can check the status of your order by logging in to your Customer Area
24. Where can I find my invoices and documents?
All the documents and records of your orders are available in your Customer Area. Log in to view them.