Terms of Service

Last updated: 6 August 2026

These Terms of Service explain the rules that apply when you visit, browse or purchase from sorvana.store.

Throughout these Terms, “SORVANA”, “we”, “us” and “our” refer to SORVANA. “You” and “your” refer to the person visiting the website, submitting an order or otherwise using our services.

By using our website or placing an order, you agree to these Terms of Service together with the policies linked within them. Please read them before completing a purchase.

Nothing in these Terms excludes or limits rights that cannot lawfully be excluded under UK consumer law.

1. About SORVANA

SORVANA is an online stationery store currently serving customers within the United Kingdom.

Our contact details are:

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 response period is a service target rather than a guaranteed resolution time. Complex enquiries, public holidays or unusually high support volumes may require additional time.

2. Using Our Website

You may use the SORVANA website for lawful personal shopping, product research and communication with our customer-support team.

You must not use the website:

for fraudulent or unlawful purposes;
to interfere with the website, checkout or security systems;
to introduce malicious code, harmful files or automated attacks;
to attempt unauthorised access to accounts, systems or customer information;
to submit false payment, identity, delivery or contact information;
to scrape, reproduce or commercially exploit website content without permission;
to impersonate another person or organisation; or
to misuse our support, returns, promotions or payment-dispute processes.

We may restrict access or take proportionate action where there is credible evidence of fraud, abuse, security risk or unlawful activity.

3. Eligibility to Purchase

To place an order, you must be legally capable of entering into a binding purchase contract.

Where a purchaser is under the age required to enter into the transaction independently, the order should be placed with the involvement and permission of a parent or guardian.

By submitting an order, you confirm that the information provided is accurate and that you are authorised to use the selected payment method.

4. Product Information

We aim to present our stationery products accurately and clearly.

Product pages may include information such as:

materials;
colour;
dimensions;
pack quantity;
product features;
care or usage guidance;
availability; and
what is included in the package.

Please review the full product description before ordering.

Minor variations may occur in colour appearance because screens, lighting and device settings display colours differently. This does not allow us to supply a materially different product from the description.

Measurements may be approximate where clearly indicated. Any permitted tolerance will not be used to misrepresent the product’s size or quantity.

5. Product Images

Product images are intended to help you understand the item being offered.

Props, furniture, decorative objects or other products shown in lifestyle photography are not included unless the product description expressly states that they are part of the purchase.

The written description, selected variant and “what is included” information should be reviewed together with the images.

6. Product Availability

All products are subject to availability.

Adding an item to your basket does not reserve it. Availability is confirmed when the order is reviewed and accepted.

Although we take reasonable steps to maintain accurate inventory information, an item may occasionally become unavailable because of:

simultaneous orders;
inventory discrepancies;
damage identified during preparation;
supplier or operational disruption; or
a technical error.

If an item is unavailable after payment, we will contact you and provide an appropriate option. This may include a refund, waiting for restock or selecting an alternative where you expressly agree.

We will not replace an unavailable product with a different item without your agreement.

7. Placing an Order

You can submit an order by selecting the relevant products, providing the requested delivery and billing information, choosing an available delivery method and completing payment.

Before submitting the order, you should review:

the products and quantities selected;
the delivery address;
the billing details;
the delivery charge;
any discount applied; and
the final amount payable.

You are responsible for correcting any errors before completing checkout.

8. Order Confirmation and Contract Formation

After you submit an order, we will normally send an acknowledgement or order-confirmation email.

This confirms that we have received your order request. It does not necessarily mean that the order has been finally accepted.

A purchase contract is formed when we accept the order by dispatching the goods or otherwise expressly confirm acceptance.

We may decline or cancel an order before acceptance where:

payment is declined or cannot be verified;
the product is unavailable;
the order contains an obvious price or product-information error;
the delivery information is incomplete or invalid;
there are reasonable fraud or security concerns;
the customer is misusing our website or policies; or
we cannot lawfully or reasonably fulfil the order.

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

9. Prices

Product prices are shown in Pounds Sterling (GBP), unless another currency is expressly displayed at checkout.

The price charged will normally be the price shown when the order is submitted, subject to correction of an obvious error.

Prices and promotions may change. A later change will not normally affect an order that has already been accepted.

Placing an item in your basket does not permanently reserve its price.

10. Taxes and Delivery Charges

Prices presented to UK consumers include applicable taxes where required.

Any delivery charge will be shown during checkout before you submit payment.

The complete payable total will be displayed in the order summary. We do not add undisclosed mandatory charges after an order has been placed.

Further details are available in our Payment Policy.

11. Obvious Pricing Errors

We take reasonable care to maintain accurate prices, but genuine technical or typographical errors may occasionally occur.

If a price is clearly incorrect and the error could reasonably have been recognised, we may contact you before dispatch and offer you the choice to:

continue with the purchase at the correct price; or
cancel the affected product or order for a refund.

We will not collect an increased amount without informing you and obtaining any agreement required.

12. Payment

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

Payment may be subject to authorisation, authentication and fraud-prevention checks performed by the selected provider.

SORVANA does not guarantee that every payment method will be available for every customer, order, browser or device.

Complete payment terms, including pending transactions, declined payments and refunds, are explained in our Payment Policy.

13. Promotions and Discount Codes

Promotions and discount codes may be subject to stated conditions, including:

start and expiry dates;
minimum order values;
eligible products;
usage limits;
customer or region restrictions; and
whether the offer can be combined with another promotion.

Unless expressly stated otherwise, discount codes:

must be applied before checkout is completed;
cannot be exchanged for cash;
cannot normally be added retrospectively; and
may be limited to one code per order.

We may correct or withdraw a promotion where there is a genuine technical error, unauthorised publication, fraud or clear misuse. We will do so fairly and without removing statutory rights.

14. Delivery

SORVANA currently delivers within the United Kingdom.

Orders are normally prepared within 1–2 working days after successful payment authorisation and dispatched using Royal Mail Tracked 48®.

Royal Mail aims to deliver this service within 2–3 working days after dispatch. This is an estimated delivery aim, not a guaranteed delivery date.

Most orders are therefore expected to arrive within approximately 3–5 working days from the order date, although delays may occur.

Full delivery terms are available in our Shipping Policy.

15. Delivery Address

You must provide a complete and accurate delivery address.

If you notice an error after ordering, contact us immediately. We will try to amend the address where operationally possible, but changes cannot be guaranteed after processing or dispatch has started.

Additional costs may apply where redelivery is required because of an incorrect or incomplete customer-supplied address. Any additional payment will be explained before redelivery is arranged.

16. Delivery Delays

Delivery periods are estimates unless an expressly guaranteed service has been confirmed for the order.

Delays may arise from:

weather conditions;
Royal Mail disruption;
seasonal demand;
industrial action;
transport interruption;
remote postcode arrangements;
incorrect delivery information; or
events outside our reasonable control.

SORVANA remains responsible for addressing delivery problems in accordance with applicable consumer law. Asking you to review Royal Mail tracking does not transfer our legal responsibilities to the carrier.

17. Order Tracking

Tracking information is normally provided after dispatch.

You can use the tracking link in your dispatch email or visit our Order Tracking page.

Tracking may take time to update after the parcel is handed to Royal Mail.

18. Cancelling Your Order

We will try to stop processing where reasonably possible, but cannot guarantee cancellation once packing or dispatch has begun.

UK consumers purchasing online normally have a legal right to cancel eligible orders within the applicable cooling-off period. SORVANA also offers eligible change-of-mind returns under its 30-day return-request period.

The procedures, conditions and statutory exceptions are explained in our Returns & Refund Policy.

19. Returns and Refunds

Eligible products may be returned in accordance with our Returns & Refund Policy.

Change-of-mind returns must meet the applicable conditions. Items should not be used, written in, altered or damaged beyond what is reasonably necessary to examine them.

Goods that are faulty, damaged on arrival, not as described or incorrectly supplied are handled separately from ordinary change-of-mind returns.

Refunds are normally issued to the original payment method after the applicable requirements have been met.

Read the complete Returns & Refund Policy before starting a return.

20. Your Consumer Rights

Products supplied by SORVANA must meet applicable legal standards, including being:

of satisfactory quality;
fit for their intended purpose; and
consistent with their description.

Where goods do not meet these standards, you may be entitled to remedies under UK consumer law.

Depending on the circumstances and timing, remedies may include rejection, refund, repair, replacement or a price reduction.

These Terms do not replace or restrict those rights.

21. Faulty or Damaged Goods

If a product arrives faulty, damaged, incomplete or materially different from its description, contact us with:

your order number;
a description of the issue;
photographs of the product;
photographs of the parcel and shipping label where relevant; and
any other reasonable information needed to assess the issue.

Prompt notification assists our review and carrier evidence, but does not remove statutory rights solely because you could not contact us immediately.

22. Care and Use of Products

You should use stationery products in accordance with their intended purpose and any instructions supplied.

SORVANA is not responsible for damage caused by:

misuse;
accidental damage after delivery;
unsuitable storage;
exposure to moisture, heat or other damaging conditions;
unauthorised alteration; or
ordinary wear arising from normal use.

This section does not apply where damage resulted from a product fault that existed at delivery or another breach of your legal rights.

23. Customer Accounts

If customer accounts are available, you are responsible for keeping your login details confidential and for activities carried out through your account.

Notify us promptly if you believe your account has been accessed without permission.

We may suspend an account where reasonably necessary to investigate security concerns, fraud or misuse.

24. Reviews, Feedback and Customer Content

Where the website allows reviews, feedback, photographs or other submissions, you must only provide content that:

reflects a genuine experience or opinion;
does not infringe another person’s rights;
does not contain unlawful, threatening or abusive material;
does not disclose another person’s private information without permission;
does not contain malicious code or deceptive links; and
does not falsely represent an undisclosed commercial relationship.

We may moderate or remove content where reasonably necessary for legal, safety, relevance or authenticity reasons.

We will not knowingly create or present fabricated customer reviews as genuine.

25. Permission to Use Submitted Content

When you voluntarily submit a review or other content for publication, you give SORVANA a non-exclusive permission to display, reproduce and format that content for operating and promoting the store.

You retain ownership of your original content.

This permission does not allow us to materially misrepresent your review or falsely attribute statements to you.

26. Intellectual Property

The website and its original content—including the SORVANA name, branding, written copy, layouts, graphics, product presentation and photographs—may be protected by intellectual property laws.

You may view and use the website for personal, non-commercial shopping purposes.

You must not copy, republish, sell, modify, distribute or commercially exploit protected SORVANA content without permission, except where the law allows.

Third-party names, software and trademarks remain the property of their respective owners.

27. Third-Party Services and Links

Our website may include services or links provided by third parties, including:

Shopify;
payment providers;
Royal Mail;
order-tracking tools;
live-chat services;
social media platforms; and
analytics or marketing services.

Third-party services may be subject to their own terms and privacy notices.

SORVANA is not responsible for the content or independent practices of a third-party website merely because we provide a link to it.

28. Website Availability

We aim to keep our website available and functioning correctly, but continuous or error-free access cannot be guaranteed.

Access may be interrupted for:

maintenance;
security updates;
technical faults;
service-provider disruption;
platform changes; or
events outside our reasonable control.

We may change, suspend or remove a website feature where reasonably necessary, provided this does not unlawfully affect an existing accepted order.

29. Information on the Website

General articles, planning ideas, stationery guidance and other editorial content are provided for general information.

Such content is not professional legal, medical, financial or educational advice and should not be treated as a guaranteed method for achieving a particular outcome.

30. Our Responsibility

SORVANA does not exclude or limit responsibility where doing so would be unlawful.

This includes responsibility for:

death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
breach of statutory consumer rights; or
another liability that cannot legally be excluded.

Subject to those protections, we are responsible for losses that are a foreseeable result of our breach of these Terms or failure to use reasonable care and skill.

A loss is foreseeable if it was an obvious consequence of the breach or was contemplated by both parties when the contract was formed.

31. Business and Indirect Losses

Our products are primarily offered for private consumer use.

Where you purchase as a consumer, SORVANA is not responsible for business losses such as lost profits, lost revenue, lost business opportunities or business interruption that were not reasonably foreseeable within the consumer purchase.

This section does not limit rights or remedies that cannot lawfully be limited.

32. Events Outside Reasonable Control

We are not responsible for delay or failure caused solely by events outside our reasonable control, provided we take reasonable steps to reduce the impact and continue performing our obligations where possible.

Such events may include:

severe weather;
transport or postal disruption;
industrial action;
major telecommunications or platform outages;
government restrictions;
natural disasters; or
other significant events beyond reasonable control.

This provision does not remove remedies available where goods are not delivered within a legally required or expressly agreed period.

33. Fraud, Abuse and Policy Misuse

We may investigate and take proportionate action where there is reasonable evidence of:

unauthorised payment activity;
product substitution;
falsified damage or non-delivery claims;
promotion abuse;
repeated abusive communications;
attempted account intrusion; or
another unlawful or deceptive act.

Action may include pausing or cancelling an order, limiting website access, retaining relevant evidence or cooperating with payment providers and lawful authorities.

These measures will not be used to deny a genuine customer’s statutory rights.

34. Personal Information

Personal information is handled in accordance with our Privacy Policy.

Our use of cookies and similar technologies is explained in our Cookie Policy.

35. Changes to These Terms

We may update these Terms to reflect changes in:

our products or services;
website features;
payment or delivery arrangements;
legal requirements;
security practices; or
business operations.

The latest 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 relating to an existing accepted order.

36. If Part of These Terms Is Invalid

If a court or competent authority finds that part of these Terms is unlawful or unenforceable, the remaining provisions will continue to apply where legally possible.

37. No Waiver

If SORVANA does not immediately enforce a provision of these Terms, that does not automatically mean we have permanently waived the right to enforce it later.

This section does not affect your statutory rights.

38. Transfer of Rights

We may transfer our rights or obligations under these Terms as part of a genuine business reorganisation, sale or service arrangement, provided this does not reduce your legal protections.

You may transfer your rights where the law permits or where we agree in writing.

39. Governing Law

These Terms and purchases made through the SORVANA website are governed by the laws applicable in England and Wales.

If you are a consumer living elsewhere in the United Kingdom, you may also benefit from mandatory protections and bring proceedings in the courts available under applicable consumer law.

Nothing in this section removes rights concerning the court or legal protections available to you as a consumer.

40. Resolving Concerns

Please provide your order number and a clear description of the issue so that we can review it efficiently.

We will try to resolve genuine concerns fairly. These Terms do not prevent either party from using legal rights or remedies where a direct resolution is not possible.

41. Related Policies and Pages

These pages form part of the information governing your use of SORVANA:

42. Contact SORVANA

For questions about these Terms of Service, 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