Shipping policy

Shipping Policy

Last Updated: October 2, 2026

At Kelvora, we are committed to providing a reliable, secure, and convenient delivery experience for every customer.

We sell Portable Air Conditioners and Electric Wheelchairs designed for everyday use, and we understand that customers need their orders to arrive safely and within the expected delivery timeframe.

This Shipping Policy explains how orders are processed, dispatched, delivered, and tracked.

1. Order Processing

Orders are normally processed after payment has been successfully confirmed.

Our standard processing time is generally:

1–3 business days

During periods of unusually high demand, promotional events, public holidays, or circumstances outside our reasonable control, processing may take longer.

If there is a significant delay in processing your order, we will make reasonable efforts to contact you using the contact information provided when placing your order.

2. Delivery Times

After your order has been dispatched, estimated delivery times will depend on the destination, product, courier, and delivery service selected.

Typical delivery times within the United Kingdom are:

3–7 business days after dispatch.

Larger products, including Electric Wheelchairs, may require specialist or oversized delivery services. Delivery arrangements for such products may therefore differ from smaller parcels.

Estimated delivery dates are provided for guidance and are not guaranteed unless expressly stated otherwise.

3. Delivery Areas

Kelvora primarily delivers to addresses within the United Kingdom.

Delivery availability may vary depending on the product and destination.

Certain remote areas, islands, restricted locations, or addresses requiring specialist delivery may be subject to additional delivery arrangements or charges.

If a delivery restriction applies to your order, we will contact you where reasonably possible.

4. Shipping Costs

Shipping costs are displayed during the checkout process where applicable.

If free delivery is offered on a particular product or order, this will be clearly indicated on the relevant product page or checkout.

Additional charges may apply for special delivery services, remote locations, oversized products, or services specifically requested by the customer.

5. Tracking

Where tracking is available, tracking information will normally be provided after your order has been dispatched.

Customers should use the tracking information supplied to monitor delivery progress.

Please allow some time for tracking information to become active after the courier has collected the parcel.

6. Delivery of Large or Heavy Products

Portable Air Conditioners and Electric Wheelchairs may differ substantially in size and weight.

For larger products, delivery may require:

Specialist courier handling
Scheduled delivery
Additional delivery time
A suitable delivery location
Customer availability to receive the item

If a product requires a special delivery arrangement, relevant information will be provided before or after dispatch as appropriate.

Customers should ensure that the delivery address is suitable for receiving the product.

7. Correct Delivery Address

Customers are responsible for providing an accurate delivery address during checkout.

Please carefully check:

Full name
House or building number
Street
Town or city
Postcode
Contact telephone number

If you notice an incorrect address shortly after placing an order, contact us immediately.

We will make reasonable efforts to update the delivery information before dispatch, but we cannot guarantee that changes will be possible once an order has entered the shipping process.

8. Failed Delivery

If a courier attempts delivery but is unable to complete it because nobody is available, the courier may:

Leave delivery instructions
Arrange another delivery attempt
Leave the item at an approved location
Ask the customer to contact the courier
Return the item to the sender

Customers should follow the courier's instructions where applicable.

Additional delivery charges may apply if a failed delivery results from incorrect information, refusal to accept the delivery, or repeated failed delivery attempts caused by the customer.

9. Damaged Packages

Please inspect your package when it arrives.

If the outer packaging appears seriously damaged, customers should document the condition of the package with photographs where possible.

If the product itself has been damaged during delivery, contact Kelvora as soon as reasonably possible and provide:

Order number
Photographs of the packaging
Photographs of the product
Description of the damage

Do not dispose of the packaging until the matter has been reviewed.

10. Missing Items

If your package arrives with missing components or accessories, contact us as soon as possible.

Please provide your order number and details of the missing item.

We may request photographs or other information to help us investigate the issue.

11. Delivery Delays

Delivery times can occasionally be affected by circumstances outside Kelvora's reasonable control, including:

Courier delays
Severe weather
Public holidays
Transportation disruptions
Industrial action
Incorrect delivery information
High seasonal demand
Customs or regulatory procedures where applicable
Other events beyond our reasonable control

We will make reasonable efforts to assist customers when delays occur.

12. Delivery Confirmation

An order may be considered delivered according to the delivery confirmation or tracking information supplied by the relevant courier.

If tracking indicates delivery but you have not received your order, contact us so that we can assist with the investigation.

13. Consumer Delivery Rights

Nothing in this Shipping Policy is intended to remove or restrict any statutory rights you may have under applicable UK consumer law.

For online purchases, UK rules require sellers to provide relevant delivery information and generally deliver goods within the agreed timeframe, or within 30 days where no other timeframe has been agreed.