Service Terms and Conditions

1. Scope and Definitions

These terms apply to all inspection, maintenance, repair, part replacement and software work carried out on Orven-branded products.

• Product: An Orven-branded device, battery module or energy storage system.
• Customer: The natural or legal person who purchases the product or requests service.
• Service: Work such as inspection, fault diagnosis, maintenance, repair, part replacement and software updates.
• Authorised service: A service point or partner authorised by Orven.
• Service record: The document given to the customer showing the request, the diagnosis and the work carried out.

Statutory consumer rights are reserved; these terms cannot narrow them.

2. Creating a Service Request

A service request can be submitted through the following channels.

• Online, by creating a record through the Service Form .
• By contacting customer service by e-mail or phone.
• The application requires the product model, serial number, purchase date, proof of purchase and a description of the fault.
• Attaching a photo, video or error code showing the fault, where possible, speeds up the process.
• When your request is registered you are given a service tracking number; use this number in all correspondence.

3. Service Process

Service work is carried out in the following stages.

1. Application and registration. The request is received and a service tracking number is created.
2. Preliminary assessment. A remote review is made using the information, photos or error code. Some faults can be resolved at this stage with guidance.
3. Taking the product in for service. If required, the product is accepted for service and a receipt record is issued.
4. Fault diagnosis. The product is examined and the nature of the fault, and whether it is covered by the warranty, is determined.
5. Quote and approval. If the work is outside the warranty, a price quote is provided and your approval is awaited. This step does not apply to work under warranty.
6. Repair or replacement. After approval, the repair, part replacement or software work is carried out.
7. Testing and delivery. Function and safety tests are applied after the work, a service record is issued and the product is delivered.

4. Service Record and Documentation

For every service job a service record is issued in accordance with the legislation and a copy is given to the customer.

• The record states the product details, serial number, the dates of receipt and return, the reported fault, the work carried out and any parts replaced.
• For work outside the warranty, the fee charged is also shown on the record.
• Service records are retained; on request, information about your past jobs is provided.
• We recommend keeping the service record throughout the warranty period; it is proof of the work history in any later application.

5. Service Timeframes

For claims under warranty, the timeframes set by legislation apply.

• The product is repaired within 20 business days at the latest from the fault notification. The period starts on the date the product is handed over to service.
• The time spent in repair is added to the product’s warranty period.
• If the period is exceeded or the fault cannot be remedied, you may exercise one of the following rights: free repair, replacement with a defect-free equivalent, a price reduction proportionate to the defect, or a refund.
• Where the legislation requires it, a product with similar features is provided for the duration of the repair.
• For out-of-warranty work the time varies with part availability, the type of work and workload, and is communicated to you at the quote stage.

6. Service Under Warranty

• For faults caused by manufacturing, materials or workmanship, repair, part replacement or product replacement is carried out free of charge.
• No labour cost, replaced-part cost or any other fee is charged.
• For claims under warranty, the outbound and return shipping cost is borne by Orven.
• The statutory warranty period is 2 years. For portable power stations and Stack modules, registering the product adds a free 1-year additional warranty, bringing the total to 3 years. LFP batteries, solar panels and accessories are covered only by the 2-year statutory warranty.

Scope, exclusions and claim conditions are explained on the Warranty Policy page.

7. Out-of-Warranty Service and Charges

Charges for work outside the warranty are applied on the following basis.

• If the inspection determines that the fault is outside the warranty, you are informed and a price quote is provided.
• The quote shows labour, the parts to be used and any shipping cost separately.
• No chargeable work begins without your approval.
• If an additional fault is found during the work, it is halted, a new quote is provided and your approval is requested again.
• If you do not approve the quote, the product is returned without work being carried out. In that case only the inspection and shipping cost previously notified may be charged.
• Payment is made after the work is completed, using the notified methods, and the amount is shown on the service record.

8. Spare Parts and Service Life

• Orven is obliged to supply the necessary spare parts throughout the warranty period and the 10-year service life.
• The parts used are original or Orven-approved equivalent parts.
• You are informed when a part needs replacing; the replaced part is shown on the service record.
• A delay in supplying spare parts does not prevent the consumer from exercising their statutory rights.
• Paid service support is also provided after the service life has ended, as far as technically possible.

9. Sending the Product to Service and Its Return

• Do not send the product without receiving instructions. The shipping method and courier details are communicated to you after the service record is opened.
• Pack the product in its original box where possible, otherwise in impact-protective packaging.
• For products containing batteries, insulate the terminals and pack the product upright; the shipping method is determined by Orven.
• Send the service tracking number and, if available, a copy of the proof of purchase together with the product.
• No responsibility is accepted for accessories sent with the product that are not part of the work; please send only the necessary parts.
• Once the work is complete, the product is returned to the address you provide.

10. Uncollected Products

The following applies to products whose work is complete or whose quote was not approved.

• You are notified when your product is ready for collection.
• The product is stored free of charge for 30 days from the date of notification.
• A further notification is sent for products not collected within that period or that cannot be delivered to the address.
• For products left uncollected for a long time, storage conditions and liability are assessed under the general provisions of law.
• You are responsible for keeping your contact details up to date; where a customer cannot be reached, notification is deemed to have been made.

11. Data Backup and Data Loss

Settings and records on the device may be erased during service work.

• Back up your data, where possible, before sending the product to service.
• Software updates, resets or hardware work may lead to data loss.
• The same risk applies to energy generation/consumption records, logs and app pairings.
• We recommend unpairing the product from your app account before sending it to service.
• Orven takes reasonable care to prevent data loss; however, no guarantee is given as to data integrity or recovery.

12. On-Site Service and Installation

For fixed energy storage systems, on-site intervention may be carried out instead of transporting the product.

• On-site service is scheduled according to the nature of the product and its location; the appointment is notified in advance.
• Providing safe access to the system for the work is the customer’s responsibility.
• Problems originating from the electrical installation, the distribution board or the grid connection are outside the scope of service; such work is carried out by a qualified electrician.
• If we cannot reach you or access cannot be provided at the appointment, a second visit may be charged; this is notified in advance.

13. Limitation of Liability

Save for mandatory provisions of law, the following limitations apply.

• Orven’s obligation under these terms is limited to carrying out the service work properly.
• Indirect losses such as loss of profit, business interruption and data loss are outside the scope.
• Faults arising from third-party products, incorrect installation or use, and not originating from Orven, are not covered by these terms.
• These limitations do not remove the consumer’s statutory rights.

14. Force Majeure

Events beyond Orven’s reasonable control are considered force majeure.

• Natural disasters, epidemics, war, strikes, fire, supply or logistics disruptions and decisions of competent authorities fall within this scope.
• In such cases the service period does not run; you will be informed of the situation and of the new estimated timeframe.

15. Disputes and Statutory Rights

• A solution is sought first through our customer support and service channels.
• For disputes that cannot be resolved, you may apply to the Consumer Arbitration Committees or the Consumer Courts.
• The monetary threshold for 2026 is TRY 186,000; disputes below this amount fall to the Provincial or District Consumer Arbitration Committees.
• The application is made to the arbitration committee at your place of residence or at the place where the transaction took place.
• The provisions on defective goods and the consumer’s rights of choice are reserved.

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