Payment Policy

Last updated: 6 August 2026

This Payment Policy explains how prices, payment authorisation, order charges, refunds and payment-related enquiries are handled when you shop with SORVANA.

It applies to purchases made directly through sorvana.store.

1. Currency

Prices on the SORVANA website are displayed and charged in Pounds Sterling (GBP), unless another currency is expressly shown at checkout.

SORVANA currently serves customers within the United Kingdom. If international ordering becomes available in the future, the currency and any relevant payment information will be shown before the order is submitted.

2. Available Payment Methods

The payment methods currently available for your order will be displayed during checkout.

Availability may depend on your device, browser, billing location, order value and the payment services enabled on our store at the time of purchase.

A payment method should not be considered available unless it appears as an active option during checkout. SORVANA does not guarantee that every payment method will be available for every order.

3. When Payment Is Taken

When you submit an order, your selected payment provider will be asked to authorise the total amount shown at checkout.

Depending on the payment method and provider, the transaction may appear as:

a completed charge;
a pending authorisation;
a temporary payment hold; or
a declined or unsuccessful transaction.

A pending transaction does not always mean that SORVANA has received cleared funds or accepted the order. Your bank or payment provider controls how pending authorisations are displayed and when unsuccessful holds are released.

4. Order Confirmation

After an order is submitted, we will normally send an order confirmation to the email address provided at checkout.

The confirmation shows that we have received your order request. It does not guarantee acceptance, dispatch or product availability.

An order may still be reviewed or cancelled where:

payment cannot be authorised;
billing information cannot be verified;
an item is unavailable;
the price or product information contains a clear error;
the order appears unauthorised or fraudulent; or
we cannot lawfully or reasonably complete the transaction.

If we cannot accept an order after payment has been taken, the relevant amount will be refunded to the original payment method.

5. Pricing

The price charged for a product is the price displayed for that item when you submit the order, subject to correction of obvious errors.

Product prices, promotions and availability may change from time to time. A later price change will not normally alter an order that has already been accepted.

Placing an item in your basket does not reserve it or lock its price. The applicable price is confirmed during checkout.

6. Taxes

Prices shown to UK consumers include applicable taxes where required.

The total payable amount will be displayed before you submit the order. Where a tax breakdown is provided, it will appear in the checkout summary or order documentation.

SORVANA will not describe VAT as included unless that treatment applies to the relevant transaction and our tax status.

7. Delivery Charges

Any applicable delivery charge will be shown during checkout before payment is submitted.

We do not add undisclosed mandatory delivery fees after an order has been placed.

Delivery methods, processing periods and estimated arrival times are explained in our Shipping Policy.

8. Total Order Price

Before submitting payment, you will be shown an order summary containing the applicable:

product prices;
discounts;
taxes, where relevant;
delivery charges; and
final order total.

Please review this information carefully before completing checkout.

9. Payment-Method Fees

SORVANA does not impose an additional fee simply because a UK consumer pays using an eligible consumer debit card, credit card or other payment method where such a surcharge is prohibited by law.

Your own bank, card issuer or payment provider may apply charges that are outside SORVANA’s control, such as account fees or currency-conversion charges. These are not charges made by SORVANA.

10. Billing Information

You are responsible for providing accurate and complete payment and billing information.

The billing name, address and other verification details should match the information held by your bank or payment provider where required.

Incorrect or incomplete billing details may result in:

a declined payment;
additional verification;
a delay in processing; or
cancellation of the order.

11. Payment Verification

Some transactions may be subject to automated or manual checks intended to protect customers and SORVANA from unauthorised use, fraud and payment abuse.

We may ask you to confirm limited information relating to the order, such as:

the purchaser’s name;
the billing or delivery address;
the email address used for the order;
the order number; or
another reasonable detail needed to verify the transaction.

We will not ask you by email or live chat to send a complete card number, card security code, online banking password or payment-account password.

12. Strong Customer Authentication

Your bank or payment provider may require an additional authentication step before approving payment.

This may involve a banking application, one-time passcode, biometric confirmation or another verification method selected by the provider.

SORVANA does not control whether authentication is requested or whether your bank approves the transaction.

13. Declined or Unsuccessful Payments

A payment may be declined for reasons including:

incorrect card or billing details;
insufficient funds;
an expired payment method;
a bank security restriction;
failed authentication;
a technical interruption; or
a decision made by the payment provider.

For privacy and security reasons, SORVANA may not receive the precise reason for a decline.

If payment is unsuccessful, check the entered details or contact your bank or payment provider. You may use another payment method where one is available at checkout.

14. Duplicate or Pending Charges

An unsuccessful checkout attempt may sometimes leave a temporary pending authorisation on your account.

Pending authorisations are controlled by the relevant bank or payment provider and may disappear automatically if the payment was not completed.

If you believe you have been charged more than once, check whether each transaction is completed or merely pending. You may then contact us with:

your order number;
the transaction date;
the amount shown; and
a screenshot with sensitive financial details concealed.

Do not send us your complete card number, card security code or account password.

15. Pricing or Checkout Errors

We take reasonable care to display accurate prices and totals. However, genuine technical, typographical or system errors may occasionally occur.

If an obvious pricing error affects an order, we may contact you before dispatch and offer the option to:

continue at the correct price; or
cancel the affected item or order for a refund.

We will not substitute a higher price or collect an additional amount without informing you and obtaining any consent required.

16. Discount Codes and Promotions

A discount code must be entered and successfully applied before the order is submitted.

Unless the promotion expressly states otherwise:

only one discount code may be used per order;
discounts cannot be exchanged for cash;
discounts cannot normally be added after checkout;
minimum-spend and product restrictions may apply; and
expired or invalid codes will not be accepted.

If an order is partially refunded, the refund will reflect the amount actually paid for the returned item after any applicable discount.

We may cancel or correct a promotion where a genuine technical error, unauthorised publication or misuse has occurred, provided this is done fairly and does not remove statutory rights.

17. Refund Method

Approved refunds are normally issued to the original payment method used for the order.

We do not ordinarily issue a cash refund, bank transfer or payment to a different card or account simply because the customer requests it.

This protects both the original payer and SORVANA from payment fraud.

Return eligibility and refund conditions are explained in our Returns & Refund Policy.

18. Refund Processing Time

Once a refund has been approved, SORVANA will submit it to the original payment method without undue delay and within any period required by applicable law.

After we issue the refund, your bank or payment provider may require additional time to display the funds in your account.

The time taken after submission is determined by the payment provider and is outside SORVANA’s direct control.

A refund confirmation does not necessarily mean that the amount will appear immediately in your available balance.

19. Partial Refunds

A partial refund may apply where:

only part of an order is cancelled or returned;
a lawful deduction is made for diminished value;
a discount was allocated across multiple products;
an agreed price reduction is provided; or
another partial remedy is appropriate under UK consumer law.

We will explain the basis of a partial refund where it is not already clear from the order or return circumstances.

20. Cancelled Orders

If an order is cancelled before dispatch and payment has already been captured, an approved refund will be issued to the original payment method.

If the transaction was only authorised rather than fully captured, the payment provider may release the pending amount instead of displaying a separate refund.

Order cancellation and return procedures are explained in our Returns & Refund Policy.

21. Payment Disputes and Chargebacks

If you do not recognise a charge or believe there is an unresolved payment issue, contact us promptly so we can review the order.

Please provide your order number and a clear description of the concern. Do not send sensitive card credentials.

Where a chargeback or payment dispute is opened, we may provide the payment provider with relevant evidence, including:

order details;
payment records;
delivery and tracking information;
refund records;
customer communications; and
acceptance of applicable checkout terms.

This information will be used only to respond to the dispute, prevent fraud, protect legal rights or meet payment-provider requirements.

A chargeback does not create an entitlement to receive both a payment reversal and a separate refund for the same transaction.

22. Suspected Fraud or Unauthorised Activity

We may pause, decline or cancel an order where there are reasonable indicators of fraud, identity misuse, payment abuse or unauthorised activity.

Where appropriate, we may:

request additional order verification;
limit further transaction attempts;
cancel the order;
refund captured funds;
retain relevant transaction records; or
cooperate with payment providers or lawful authorities.

Fraud-prevention checks will not be used to remove a genuine customer’s statutory rights.

23. Payment Security

Payments are processed through the payment services made available at checkout. SORVANA does not need to receive your complete card security code in order to provide normal customer support.

No internet-based system can be described as completely risk-free or 100% secure. We use reasonable administrative and technical measures and rely on established payment providers to process transaction information.

More information about personal data and payment-related information is available in our Privacy Policy.

24. Suspicious Messages

SORVANA will not ask you through unsolicited email, social media or live chat to disclose:

your complete payment-card number;
your card security code;
your online banking password;
your payment-account password; or
a one-time banking code intended to approve a transaction.

If you receive a message claiming to be from SORVANA and are unsure whether it is genuine, contact us directly through our Contact page.

25. Gift Cards and Store Credit

Gift cards or store credit will only be available where they are expressly offered on the SORVANA website.

Any applicable validity period, usage restriction, refund condition or promotional term will be presented with the relevant offer.

A gift card or store credit should not be assumed to exist or be accepted unless it is displayed as an available option.

26. Changes to This Payment Policy

We may update this Payment Policy to reflect changes in our checkout, payment providers, legal obligations or business operations.

The updated version will be published on this page with a revised “Last updated” date. Changes will not be applied retrospectively in a way that unlawfully removes rights connected with an existing order.

27. Related Policies and Pages

28. Contact SORVANA

For payment, billing or refund assistance, contact:

SORVANA
Email: support@sorvana.store
Live chat: available 24 hours a day, 7 days a week
Email response target: within 24 hours

6 Bettespol Meadows
Redbourn
St Albans
AL3 7EW
United Kingdom

Our 24-hour email response period is a service target rather than a guaranteed resolution time. Some payment investigations may require additional information or assistance from a bank or payment provider.