Returns & Refund Policy

Last updated: 6 August 2026

We want every SORVANA order to arrive as expected and be represented accurately. This policy explains how to request a return, when an item is eligible, how refunds are handled, and what happens if an order arrives damaged, faulty, incomplete or incorrect.

This policy applies to purchases made directly through sorvana.store. It does not reduce any rights available to you under applicable UK consumer law.

1. Our 30-Day Return Period

For eligible items, you may request a return within 30 calendar days of delivery.

To begin a return, contact us before sending the item. Your request should include your order number, the item you wish to return and the reason for the request.

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

Email enquiries are normally answered within 24 hours. This is a service target rather than a guaranteed response time, and complex cases or periods of unusually high demand may take longer.

2. Your Right to Cancel an Order

Where the UK Consumer Contracts Regulations apply, you normally have 14 days from the day after you, or a person nominated by you, receives the goods to tell us that you wish to cancel.

After notifying us of cancellation, you normally have a further 14 days to send the goods back.

SORVANA’s 30-day return period provides additional time to request an eligible return. It does not replace or restrict your statutory cancellation rights.

3. Return Eligibility

A change-of-mind return will normally be eligible where:

the return request is submitted within the applicable return period;
the item is returned with all included components and accessories;
the item has not been written in, substantially used, altered or damaged after delivery;
any product set is returned with all pieces included; and
the item is packaged carefully enough to prevent damage in transit.

You may examine an item in the same way that you reasonably could in a physical shop. If handling goes beyond what is reasonably necessary to establish the item’s nature, characteristics and function, we may make a lawful deduction for any reduction in value.

Original retail packaging should be included where reasonably possible, particularly where it forms part of a product set or is required to protect the goods. Missing or damaged packaging will not automatically remove your statutory rights, but avoidable damage or loss of value may affect the amount refunded where permitted by law.

4. Items That Cannot Normally Be Returned for Change of Mind

Unless an item is faulty, damaged, incorrectly supplied or not as described, the following may not qualify for a change-of-mind return:

personalised, monogrammed or made-to-order products;
notebooks, planners, desk pads or similar paper goods that have been written in or used;
pens, markers, pencils or other writing instruments showing substantial use or customer-caused damage;
incomplete sets or multipacks where individual components are missing;
digital gift cards or other non-physical products after they have been used; and
items that cannot be resold because of handling beyond what is reasonably necessary to inspect them.

These exclusions do not apply where the goods are faulty, not of satisfactory quality, not fit for their intended purpose or materially different from their description.

5. How to Start a Return

Before posting anything, contact support@sorvana.store or use our live chat.

Please provide:

your full name;
your order number;
the item or items concerned;
the reason for the return; and
photographs where the item is damaged, faulty, incomplete or incorrect.

We will review the request and provide the relevant return instructions and return destination. Please do not send a parcel to our business address or any other address without first receiving return instructions from SORVANA.

Unauthorised returns may be delayed because we may be unable to identify the order or route the parcel to the correct returns process.

6. Return Packaging

Please package returned products securely and use suitable outer packaging. Stationery products, notebook corners, pen sets and presentation packaging can be damaged if placed in an unprotected mailing bag.

Include your order number inside the parcel or follow any identification instructions supplied by our support team.

Do not place shipping labels directly on reusable product boxes or presentation packaging unless that packaging was originally used as the outer shipping container.

7. Return Shipping Costs

Change-of-Mind Returns

Unless we agree otherwise, you are responsible for the direct cost of returning an item because you changed your mind.

We recommend using a tracked postal service and keeping your proof of postage until the return has been completed. SORVANA cannot take responsibility for a customer-arranged return that is lost or damaged before it reaches the designated return location.

Faulty, Damaged or Incorrect Goods

Where an item is confirmed as faulty, damaged on arrival, materially not as described, or supplied incorrectly by SORVANA, we will provide an appropriate return method or reimburse reasonable standard return costs where required.

Please contact us before purchasing return postage so that we can provide the correct instructions. Additional costs for premium, express or unnecessary return services may not be reimbursed unless agreed in advance.

8. Inspection of Returned Items

Once a return reaches the designated return location, it will be checked against the return request.

The inspection may consider:

whether the correct item was returned;
whether all components of a set are present;
the item’s condition;
whether it has been used, written in, altered or damaged;
whether any reported fault or damage can be confirmed; and
whether the return falls within this policy or your statutory rights.

Sending an item back does not create an automatic entitlement to a refund. We will assess the return fairly and will not use this inspection process to avoid obligations imposed by UK consumer law.

9. Refund Processing

When a refund is approved, it will be issued to the original payment method unless another method is required by law or expressly agreed with you.

For a valid cancellation, we will process the refund without undue delay and no later than 14 days after:

we receive the returned goods; or
you provide acceptable evidence that the goods were sent back,

whichever occurs first, where applicable.

We may withhold a change-of-mind refund until the goods are returned or you provide evidence of return, as permitted by law.

After SORVANA issues a refund, your bank, card provider, PayPal or other payment provider may require additional time to display the credit. Those processing times are controlled by the payment provider and are not included in SORVANA’s refund-processing period.

For further payment information, please read our Payment Policy.

10. Original Delivery Charges

Where you exercise a valid statutory right to cancel the entire order, we will refund the standard outbound delivery charge paid for that order, where required by law.

If you selected a delivery service that cost more than the least expensive standard delivery option offered at checkout, we are not required to refund the additional premium delivery cost.

Original delivery charges are not normally refunded for:

a voluntary return made outside the statutory cancellation period;
a partial change-of-mind return where other items from the order are kept; or
a failed delivery caused by an inaccurate address, refusal or failure to collect, except where applicable law requires otherwise.

11. Partial Refunds and Deductions

Where legally permitted, a deduction may be made if an item has lost value because it was handled beyond what was reasonably necessary to inspect it.

Examples may include:

writing in a notebook, planner or desk pad;
using a significant amount of ink from a pen or marker;
returning a multipack with pieces missing;
damaging a product through misuse or unsuitable storage; or
returning an item in a condition materially different from the condition in which it was delivered.

Any deduction will reflect the actual reduction in value and will not be applied as an arbitrary restocking fee.

12. Faulty or Not-as-Described Products

Products supplied by SORVANA must be of satisfactory quality, fit for their intended purpose and consistent with their description, subject to applicable UK consumer law.

If you believe an item is faulty or materially not as described, contact us with your order details and evidence of the issue. Depending on the circumstances and the time since delivery, the available remedy may include:

a full refund;
a repair, where appropriate;
a replacement;
a price reduction; or
another remedy required by law.

Normal wear, accidental damage, misuse, improper storage and damage caused after delivery are not manufacturing faults.

Nothing in this policy limits the short-term right to reject qualifying faulty goods or any other remedy available under the Consumer Rights Act 2015.

13. Items Damaged During Delivery

Inspect your order soon after delivery. If the parcel or product is damaged, notify us as soon as reasonably possible.

Please retain:

the product;
the outer parcel packaging;
the internal protective packaging; and
the Royal Mail shipping label.

We may request clear photographs of these materials so that we can assess the issue and preserve evidence required for a carrier enquiry.

Prompt reporting assists our investigation but does not remove statutory rights solely because a customer could not contact us immediately.

14. Incorrect, Missing or Incomplete Items

If we sent the wrong item, incorrect quantity or an incomplete set, contact us and provide:

your order number;
a photograph of everything received;
a photograph of the parcel label; and
a brief description of what is missing or incorrect.

After verification, we will arrange an appropriate correction without charging you for an error made by SORVANA.

15. Exchanges

Direct exchanges depend on product availability and the circumstances of the request.

For a change-of-mind request, the clearest and fastest process may be to return the original item for a refund and place a separate order for the preferred product. A replacement item is not reserved until a new order is confirmed or an exchange is expressly approved.

Where goods are faulty, damaged or incorrectly supplied, we will explain the replacement or other remedy available after reviewing the issue.

16. Order Cancellations Before Dispatch

To request a cancellation, contact us immediately through email or live chat.

We will try to stop the order where operationally possible, but we cannot guarantee cancellation once preparation, packing or dispatch has started.

If the parcel has already been dispatched, you may still exercise any applicable return or statutory cancellation right after delivery. Do not refuse the parcel unless our support team instructs you to do so, as refusal can delay its return and identification.

17. Cancelling an Order After Dispatch

If you notify us that you wish to cancel after dispatch, the goods must normally be returned following the instructions supplied by our support team.

Unless the goods are faulty, incorrect or not as described, you may be responsible for the direct return cost.

Delivery and tracking information is explained in our Shipping Policy.

18. Orders Returned by Royal Mail

Royal Mail may return a parcel because it was unclaimed, refused, or addressed incorrectly or incompletely.

Once the parcel has physically returned and been identified, we will contact you or respond to your existing support request. Depending on the reason for return, we may offer:

redelivery, subject to an additional delivery payment where appropriate;
an eligible refund; or
another suitable resolution.

Original delivery charges and return-to-sender costs may be deducted where permitted if the return resulted from customer-supplied address errors, refusal without valid grounds or failure to collect.

This does not affect your rights where SORVANA supplied faulty, incorrect or misdescribed goods.

19. Sale and Promotional Items

Items purchased during a sale or promotion receive the same statutory protections as full-price items.

Any refund will normally reflect the amount actually paid after valid discounts. A discount code has no separate cash value and cannot be refunded or reissued unless its specific terms state otherwise.

20. Bundles, Sets and Promotional Gifts

Products sold as a bundle or set should be returned together for a full bundle refund.

If part of a bundle is retained, used or missing, any refund may be recalculated to reflect the value of the retained items where permitted.

Where a complimentary item was supplied because an order met a promotional condition, it should also be returned if cancelling the qualifying purchase. If it is not returned, its stated promotional value may be deducted where this was clearly disclosed and legally permitted.

21. Gifts

Refunds are normally issued to the payment method used for the original purchase.

A gift recipient may contact us regarding a faulty or damaged item, but we may require the purchaser’s order information and may need to issue any monetary refund to the original purchaser.

22. Chargebacks and Payment Disputes

Contact us first if you do not recognise a transaction or believe a refund is overdue. We will review the order and payment records and try to resolve genuine issues directly.

Starting a chargeback does not create an additional refund entitlement. We may provide the payment provider with relevant order, delivery, communication and refund records so that the dispute can be assessed fairly.

Further details are available in our Payment Policy.

23. Return Fraud and Abuse

We may refuse a return or take proportionate action where there is credible evidence of fraud, product substitution, deliberate damage, falsified delivery claims or repeated misuse of the returns process.

Any decision will be based on available evidence and will not be used to remove rights that a customer lawfully holds.

24. Purchases Made Elsewhere

This policy covers orders placed directly at sorvana.store.

If you purchased a SORVANA product through another retailer or marketplace, the seller shown on your receipt is normally responsible for processing the return under its own procedures and applicable law.

25. Related Policies and Support Pages

26. Contact SORVANA

For a return, cancellation, damaged-item report or refund enquiry, 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

This is our business contact address. Do not send returns to this address unless SORVANA has specifically confirmed it as the return destination for your request.