Shipping and Delivery Policy

Scope

This policy covers the order preparation, dispatch and delivery processes for Orven products. By placing an order you are deemed to have accepted the conditions set out here.

• Portable power stations, LFP batteries and Stack modules, All-in-One ESS systems, solar panels and accessories fall within this policy.
• For bulk shipments through dealer, EPC or project channels, the terms of the agreement between the parties apply first.
• This policy forms an integral part of the Distance Sales Agreement.

Delivery Areas

Delivery is made only within the borders of Türkiye.

• We ship to all 81 provinces.
• In localities where the contracted courier does not offer door-to-door service, delivery may be made to the nearest branch or agency; you will be informed in advance in that case.
• Delivery times may be longer for islands and areas with seasonal access restrictions.
• Delivery cannot be made to PO box addresses.
• We do not ship abroad. If this is offered in future, the conditions will be announced separately.

Shipping Cost

Shipping is free at Orven.

• No standard shipping fee is charged on any order within Türkiye; no minimum basket amount applies.
• Product prices include VAT.
• Special transport services provided at your request (scheduled delivery, floor service, express shipping, etc.) may be subject to an additional fee. This fee is notified beforehand and your approval is obtained.
• For service shipments under warranty, the outbound and return shipping cost is borne by Orven; details are on the Warranty Policy page.
• No shipping fee is charged to you for return shipments either; details are in the “Return Shipping” section.

Order Preparation

The order is processed once payment is confirmed. Preparation usually takes 1–2 business days; for bulky systems shipped on pallets it may be 2–5 business days.

• Public holidays and weekends are not included in the preparation time.
• Preparation may take longer during busy periods such as campaigns and the start of a season; you will be informed of any delay.
• In case of stock-related delays we will contact you; you may cancel your order free of charge if you wish.
• If the order and payment details do not match, we may contact you for verification; preparation does not begin during this time.

Times are calculated in business days. Weekends and public holidays are not included in these periods.

Delivery Times

The times below are estimates for time in transit after the order is handed to the courier; preparation time is not included. Delivery time may vary by region and by the courier’s operations.

The total time is the sum of preparation and transit: usually 3–5 business days for portable power stations, LFP batteries, Stack modules, panels and accessories; 7–15 business days for large systems shipped on pallets.

These times are estimates and do not constitute a commitment. If a delay exceeds the estimate, we will contact you and inform you of the current status.

Heavy and Bulky Products

All-in-One ESS, cabinet-type systems and multi-battery orders are shipped by pallet freight rather than standard courier.

• For pallet deliveries the carrier calls you beforehand to arrange an appointment; the phone number you gave with the order must be reachable.
• Delivery is made to the nearest point the vehicle can reach (doorstep or building entrance). Carrying up floors, use of lifts and moving the item indoors are not included in the standard service.
• We recommend checking the dimensions of the doors, corridors, stairs and lift the product must pass through before delivery.
• If you need help unloading the product on delivery, state this during the appointment call; additional service may be subject to a fee.
• For systems requiring installation, delivery and installation are separate processes; installation is scheduled separately.

Transport of Products Containing Batteries

Products containing batteries are shipped domestically by road, in packaging suitable for safe transport. The shipping method is determined by Orven.

• Products are dispatched in factory packaging, protected against impact and moisture.
• Shipping by air freight is not possible; express air transport therefore cannot be requested.
• If you transport the product yourself, keep the box upright, insulate the terminals against short circuit and protect the product from impact.

Shipment Tracking

A tracking number is sent to you once your order is handed to the courier.

• The tracking number is sent by SMS and e-mail; you can also view it on the My Orders page in your account.
• It may take a few hours for the tracking information to appear in the courier’s system.
• Delivery status updates are provided by the courier; you can check the current status using the tracking number.

Receiving and Checking

What you should do at the moment of delivery is set out below. These steps are the strongest evidence in any damage claim.

• Before accepting the package, check the outer packaging: look for crushing, tearing, wetting or signs of it having been opened and re-taped.
• If the packaging is damaged, have the package opened in front of the courier and check the contents.
• If you find damage, do not accept the product, or have the courier draw up a damage report.
• Where a product is accepted without a report being drawn up, it becomes harder to prove that the damage occurred during transport.
• If someone else will receive the delivery on your behalf, it is your responsibility to ensure this check is carried out.

Damaged or Incomplete Delivery

If a damaged, incomplete or incorrect product is delivered, the process is as follows.

• Notify us within 48 hours of the delivery date at the latest.
• Send the damage report, photographs of the product and packaging, and your order number.
• You can submit your request through the Service Form or through our contact channels.
• If the inspection finds that the damage was caused in transit, the product is replaced free of charge or refunded; no shipping cost is charged to you.
• For reports of missing parts, the missing part is sent separately as soon as possible.
• Your rights under the statutory provisions on defective goods are reserved.

Address Details and Changes

Delivery is made to the address you provide when placing the order.

• You are responsible for the accuracy of the address, phone and recipient details; we recommend checking them before completing the order.
• You may request an address correction before the order is handed to the courier; please send your request as soon as possible.
• After handover to the courier, an address change depends on the courier’s policy and operational capability; it may not always be possible.
• Delays, return shipments and re-delivery costs arising from an incorrect or incomplete address are borne by the buyer.

Undeliverable Shipments

The following applies if no one is present at the address or the shipment cannot be accepted.

• The courier usually makes a second delivery attempt or holds the shipment at the nearest branch.
• The holding period at the branch is subject to the courier’s terms; shipments not collected within that period are returned to Orven.
• For returned orders we will contact you; you may choose either re-delivery or cancellation of the order.
• For returns caused by the buyer, a re-delivery fee may be charged.

Order Cancellation

You may cancel your order free of charge before it is handed to the courier.

• Send your cancellation request through our contact channels as soon as possible; if the order has not yet been handed over, the process is free of charge.
• Cancellation is not possible once the order has been handed to the courier; from that point the right of withdrawal and the return process apply. The conditions are explained on the Distance Sales Agreement page.
• For cancelled orders, the amount is refunded to the payment instrument used, within the period prescribed by legislation.

Return Shipping

Shipments under the right of withdrawal or a return are handled through the following steps.

1. Send us your request. Contact us through our channels with your order number, product model and, if any, your reason for the return. If you are exercising your right of withdrawal, you do not have to give a reason.
2. Receive your return request number. Once your request is approved, you will be sent a return request number and shipping instructions. Write this number visibly on the package.
3. Prepare the product. Pack the product with its original box, all accessories and documents, in the condition in which you received it.
4. Send the shipment. Send the product using the courier and shipping method notified to you. For products containing batteries the shipping method is determined by Orven; insulate the terminals and pack the product upright.
5. Inspection and refund. The product is checked once it reaches us and the outcome is communicated to you. For approved returns, the amount is refunded to the payment instrument used.

• Products sent without approval and a return request number may not be processed; please do not ship without receiving instructions.
• The refund is made within 14 days at the latest from the date your withdrawal notice reaches us. All payments collected, including the delivery costs of the goods, are refunded.
• If the product has lost value through use beyond what is needed for ordinary inspection, that amount may be deducted from the refund.
• The period, exercise and exceptions of the right of withdrawal are explained on the Distance Sales Agreement page.

Delay and Force Majeure

Events beyond the reasonable control of Orven and the carrier are considered force majeure.

• Natural disasters, adverse weather, road closures, strikes, fire, epidemics and decisions of competent authorities fall within this scope.
• In such cases the delivery period does not run; you will be informed of the situation and of the new estimated delivery time.
• If the force majeure lasts more than 30 days, either party may terminate the contract; in that case the amount collected is refunded.

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