Returns & Refund Policy

Last updated: 5 August 2026

We hope every SORVANA order arrives exactly as expected. If something is not right, this page explains how to request a return, obtain a return label and receive an appropriate resolution.

Starting a return

To request a return, email support@sorvana.shop before sending anything back.

Please include:

Your order number;
The email address used at checkout;
The item you wish to return;
The reason for your request; and
Clear photographs if the item is damaged, faulty, incorrect or has a personalisation issue.

We will review your request and confirm whether the item is eligible. Approved returns will receive return instructions and, where selected, a prepaid return label.

Please do not send an item back without return approval. Unauthorised returns may be delayed, refused or sent back to the customer.

Returning a non-personalised item

For an eligible non-personalised product purchased online, you may tell us that you wish to cancel within 14 days of delivery. Once you have notified us, the item must be sent back within the following 14 days.

The product should be:

Unused and unlit;
In a resalable condition;
Free from customer-caused marks, damage or fragrance contamination;
Returned with its original label, vessel, accessories and packaging where reasonably possible; and
Packed securely to reduce the risk of damage in transit.

You may inspect an item as you reasonably would in a physical shop. If it has been handled beyond what is necessary to check its nature, characteristics and condition, we may reduce the refund to reflect any loss in value, where permitted by law.

Personalised candles

A candle made with your chosen name, message, date, logo, artwork or other custom label is prepared specifically for you. For that reason, personalised products cannot normally be returned or cancelled because you changed your mind.

We are also unable to offer a return or refund where:

The candle accurately reflects the wording submitted with the order;
A spelling, date, punctuation or other detail was entered incorrectly by the customer;
The uploaded logo or artwork was low-resolution, blurred or unsuitable and the resulting issue was reasonably visible in the supplied file;
You no longer want the design after production has begun; or
The personalisation matches the option selected and the information supplied at checkout.

Minor adjustments to label size, text spacing, line arrangement or artwork positioning may be made so the design fits the printable area. Small differences in screen colour, label placement or print appearance are not normally treated as faults where the finished item remains consistent with the order.

When a personalised item is eligible

The personalised-goods exception does not remove your rights when SORVANA has made an error or the product does not meet the required standard.

Please contact us if:

The label contains a printing or spelling error that was not present in the details you submitted;
The wrong name, message, logo or design was used;
The personalisation is materially different from your order;
The candle arrived damaged;
The product is faulty or unsafe to use; or
You received an item you did not order.

After reviewing the issue, we may arrange a replacement, correction, repair, partial refund or full refund, depending on the circumstances and your legal rights.

Damaged deliveries

Please report visible transit damage as soon as possible after delivery. Early reporting allows us to review the packaging and raise the issue with the carrier where necessary.

Please send photographs showing:

The complete candle;
The damaged area;
The product label;
The internal protective packaging; and
The outside of the parcel, including the shipping label.

Keep the product and all packaging until we confirm the next step. Do not dispose of a damaged item unless our team has advised you to do so.

Faulty or incorrect products

SORVANA products must be as described, of satisfactory quality and fit for their intended purpose.

If an item appears faulty, please stop using it and contact us. For candle-related concerns, we may ask how the wick was trimmed, how long the candle was burned and whether the care instructions were followed. This helps us distinguish a product fault from an issue caused by use.

Our Candle Care Guide explains how to burn and maintain your candle safely.

Nothing in this policy limits the remedies available to you under the Consumer Rights Act 2015.

UK prepaid return labels

For approved UK returns, you may request a prepaid tracked return label from SORVANA.

The return-label charge is £3.99 per parcel. For a standard eligible return, this amount will be deducted from your refund rather than charged separately.

A single return label may only be used for the order and items listed in the approved return request. If products from different orders are being returned, each order must be approved and packaged separately unless our team confirms otherwise.

Where an item is confirmed as damaged, faulty, incorrect or incorrectly personalised because of an error by SORVANA, no return-label charge will be deducted. We will cover reasonable return postage where a return is required.

Prepaid labels are currently available for eligible returns sent from within the United Kingdom. Customers returning an eligible order from outside the UK must arrange tracked postage unless we confirm another method in writing.

Using your own postage

You may use your own tracked return service after your return has been approved. In that case, you are responsible for the postage cost unless the item is faulty, damaged, incorrect or affected by a confirmed SORVANA error.

Please keep your proof of postage and tracking information until the return has been completed. SORVANA cannot refund a parcel that does not reach us when the customer arranged the return service and no valid delivery evidence is available.

Our business address should not be used as a return address unless it appears in the return instructions provided for your approved request.

Packing your return

Candles are fragile and must be packed carefully. Use the original protective packaging where it remains suitable, or use a strong outer box with enough cushioning to prevent movement.

Do not attach a shipping label directly to the candle box, gift box or product packaging. Place the item inside a separate protective shipping package.

Include the order number or approved return reference inside the parcel so we can identify it when it arrives.

If a returned product is damaged because it was packed without reasonable care, we may reduce the refund to reflect the loss in value where legally permitted.

Items we cannot accept as standard returns

Unless the product is faulty, damaged, incorrect or not as described, we cannot normally accept:

Personalised or custom-labelled candles;
Candles that have been lit, burned or otherwise used;
Items altered, repaired or modified after delivery;
Products with the original label intentionally removed, replaced or damaged;
Items damaged through misuse or failure to follow reasonable candle-care instructions;
Products returned outside the applicable return period; or
Items sent without approval or sufficient order information.

Sending an ineligible item does not guarantee a refund. We may ask you to arrange and pay for its return to you.

Exchanges

We do not currently process direct exchanges.

For an eligible non-personalised item, you may complete an approved return and place a new order for the product you prefer. Personalised products cannot be exchanged where they correctly match the details submitted with the original order.

If SORVANA supplied the wrong product or made an error in the personalisation, we may arrange a replacement without requiring you to place a new order.

Changing or cancelling an order

Please check the candle style, quantity, names, dates, messages and uploaded artwork carefully before completing checkout.

To request a change or cancellation, email us as soon as possible. We will try to help, but changes cannot be guaranteed once preparation, label printing or production has begun.

Starting production may happen soon after an order is placed. A request is not confirmed until our team has accepted it in writing.

If a non-personalised order has already been dispatched, it will need to follow the standard return process after delivery.

How refunds are calculated

When a return is approved and accepted, the refund will normally include the amount paid for the eligible returned product.

For a valid statutory cancellation of an entire non-personalised order, the basic outbound delivery charge will also be refunded where required by law. Any additional amount paid for an upgraded or express delivery service is not refundable beyond the cost of our least expensive standard delivery option.

The following may be deducted where applicable and legally permitted:

The £3.99 prepaid return-label charge;
Any reduction in product value caused by excessive handling or customer damage;
The value of missing items or components; or
Any amount not connected with the eligible returned product.

No prepaid-label charge will be deducted where the return is required because of a confirmed SORVANA error or qualifying product fault.

When you will receive your refund

Returns are checked after delivery to us. We aim to complete the inspection and process an approved refund within 5–7 business days after the parcel is received.

Where statutory cancellation rights apply, refunds will be made within the period required by law. We may wait until the goods are returned or until you provide evidence that they have been sent back, whichever occurs first.

Refunds are issued to the original payment method. We do not normally issue store credit unless this has been specifically agreed with you.

After we process the refund, your bank or payment provider may take additional time to display it. This processing time is outside SORVANA’s control.

Refunds without a return

In some cases, returning an item may not be necessary. After reviewing the evidence, we may issue a replacement or refund and advise you to keep or safely dispose of the product.

Please do not dispose of an item before receiving written instructions, as doing so may prevent us from properly assessing the claim.

Promotional sets and gifts

If a product was purchased as part of a bundle or promotional set, the complete set may need to be returned for a full refund.

If only part of a discounted set is returned, any refund may be recalculated using the value of the items retained and the terms of the original promotion.

A complimentary gift supplied with a qualifying order must also be returned where the remaining order would no longer qualify for it. If the gift is not returned, its stated value may be deducted from the refund where permitted.

Missing or undelivered orders

A parcel that has not arrived is handled as a delivery enquiry rather than a product return.

Please review our Shipping Policy and contact us if tracking has stopped updating, the carrier reports the parcel as delivered but you cannot locate it, or the estimated delivery window has passed.

Fair use of our returns service

We may review return activity where there is credible evidence of fraud, deliberate misuse, item substitution, false damage claims or repeated returns of products that have been used or altered.

Where necessary, we may refuse a return that does not meet this policy, request further evidence, restrict use of prepaid labels or suspend future orders. Any decision will be made reasonably and will not remove consumer rights that cannot legally be excluded.

Your legal rights

This policy operates alongside your statutory consumer rights.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for their intended purpose and consistent with their description.

The usual change-of-mind cancellation right for online purchases does not apply to goods made to a customer’s specifications or clearly personalised under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This personalised-goods exception does not apply where the item is faulty, damaged, incorrectly produced or not as described.