Terms & Conditions

Last updated: 5 August 2026

Welcome to SORVANA. These Terms & Conditions explain the rules that apply when you browse our store, submit personalisation details or place an order with us. By using our website or completing a purchase, you agree to these terms.

1. About SORVANA

SORVANA is a UK-based ecommerce brand offering personalised candles and carefully selected gift products. References to “SORVANA”, “we”, “our” or “us” throughout these terms refer to the business operating this store.

You can learn more about our brand on the About Us page. For assistance, please use our Contact Us page or email support@sorvana.shop.

2. Using Our Store

You may use our website only for lawful shopping, browsing and communication purposes. You must not attempt to damage, disrupt or gain unauthorised access to the website, its checkout system, customer accounts or connected services.

You must not:

Submit false, misleading or fraudulent information.
Use the website in a way that interferes with another visitor’s experience.
Copy or commercially exploit our content without permission.
Upload unlawful, abusive or rights-infringing material.
Attempt to bypass website security or payment verification measures.

We may restrict access, decline an order or take reasonable protective action where misuse or fraudulent activity is suspected.

3. Product Information

We take reasonable care to present product descriptions, dimensions, colours, prices, personalisation options and photographs accurately.

Colours may appear differently depending on screen settings, lighting and the device being used. As personalised candles are prepared individually, minor differences in label alignment, wax appearance, fragrance strength, colour or finish may occur. Small production variations do not necessarily mean that a product is faulty.

Product images are provided to represent the item as clearly as possible but may not show the final personalised design at exact scale.

Guidance on safe use, wick care and candle storage is available in our Candle Care Guide.

4. Personalised Products

You are responsible for checking all information entered or uploaded for personalisation before submitting your order. This includes names, dates, messages, spelling, punctuation, quantities and artwork.

We normally print the wording supplied with the order and do not automatically correct customer-provided spelling or grammar.

Where reasonably necessary, we may adjust the size, spacing, positioning or line arrangement of supplied text or artwork so that it fits the printable area. We will not intentionally change the meaning of your wording or the main appearance of your logo.

By uploading a logo, image or design, you confirm that you own it or have permission to use it. You also confirm that the content does not infringe copyright, trademark or other third-party rights.

We may refuse or cancel personalisation that we reasonably believe is unlawful, discriminatory, harmful, misleading, infringing or unsuitable for production.

5. Prices, Currency and Payment

Prices are shown in the currency displayed on the store at the time of purchase. Any delivery charges, taxes or other applicable costs will be shown during checkout before the order is confirmed.

Payment must be successfully authorised before an order enters production or is prepared for dispatch. Available payment methods are displayed at checkout.

We may carry out reasonable payment or fraud-prevention checks. An order may be delayed, declined or cancelled where payment cannot be verified or suspicious activity is identified.

If an obvious pricing or listing error is discovered before an order is processed, we may contact you for instructions or cancel the affected order. Where payment has already been received for a cancelled order, it will be returned to the original payment method.

6. Order Confirmation and Acceptance

An order confirmation acknowledges that we have received your order. It does not always mean that the order has been accepted for production.

An order may be declined or cancelled where:

Payment is not authorised or cannot be verified.
The selected product becomes unavailable.
Personalisation cannot be produced clearly or safely.
Submitted artwork cannot be accepted.
An obvious pricing, stock or product information error has occurred.
Fraudulent or unauthorised activity is reasonably suspected.

If we cannot accept an order after payment has been collected, the appropriate amount will be refunded using the original payment method.

7. Order Changes and Cancellations

Because personalised items are prepared specifically for each customer, changes and cancellations should be requested as soon as possible.

We will try to accommodate a request received before production begins, but we cannot guarantee that an order can be changed or cancelled once preparation, printing or personalisation has started.

Further information about cancellations and personalised-item eligibility is available in our Returns & Refund Policy.

8. Processing, Shipping and Delivery

Processing and delivery periods shown on the store are estimates rather than guaranteed arrival dates.

Delivery may be affected by carrier disruption, severe weather, seasonal demand, incorrect address information, customs processing or circumstances outside our reasonable control.

You are responsible for providing a complete and accurate delivery address. Please contact us promptly if you notice an error, although changes may not be possible after dispatch.

Details about processing times, estimated delivery windows, tracking, delayed parcels and international orders can be found in our Shipping Policy.

9. Returns, Faults and Refunds

Personalised products are generally not eligible for return solely because you changed your mind, as they are prepared to your individual specifications.

This does not affect your legal rights where an item is faulty, damaged, not as described, different from what was ordered or incorrectly personalised because of an error by SORVANA.

Returns are not automatically approved. Each request may need to be reviewed, and supporting photographs or order information may be required before instructions are provided.

Full eligibility conditions, reporting steps and refund timelines are set out in our Returns & Refund Policy.

10. Customer Accounts and Submitted Information

Where customer account features are available, you are responsible for maintaining the confidentiality of your login details and for activity completed through your account.

You must provide accurate contact, delivery and payment information. Please update us promptly if information connected to an active order is incorrect.

11. Intellectual Property

Unless otherwise stated, the content of this website belongs to SORVANA or is used under permission. This includes our branding, written content, photographs, product descriptions, graphics, page layouts and original design elements.

You may view and use the website for personal shopping purposes. You may not reproduce, republish, sell, modify, distribute or commercially use our content without prior written permission.

Customer-owned artwork remains the property of its lawful owner. Submitting artwork gives us permission to use it only as reasonably necessary to review, prepare and fulfil the relevant personalised order.

12. Third-Party Services and Links

Our store may use or provide access to services operated by third parties, including payment providers, delivery carriers, analytics services and embedded applications.

Third-party services may be governed by their own terms and privacy practices. We are not responsible for the content, availability or independent practices of websites or services that we do not control.

13. Privacy and Cookies

We handle personal information in accordance with our Privacy Policy.

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

14. Website Availability

We aim to keep our website accurate, secure and available, but uninterrupted access cannot be guaranteed. We may temporarily suspend or change parts of the website for maintenance, security, technical or operational reasons.

We are not responsible for temporary access issues caused by internet providers, third-party systems, device settings or events outside our reasonable control.

15. Our Responsibility

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful. This includes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any statutory consumer right that cannot legally be excluded.

Subject to applicable law, SORVANA is not responsible for indirect, incidental or consequential losses that were not reasonably foreseeable when the order was placed.

Products must be used responsibly and in line with the safety information supplied with them and the guidance provided in our Candle Care Guide.

16. Events Outside Our Reasonable Control

We will not be responsible for delay or failure caused by circumstances that we could not reasonably prevent. These may include severe weather, transport disruption, carrier failure, industrial action, power interruption, government restrictions, emergencies or disruption to third-party systems.

Where such an event affects your order, we will take reasonable steps to keep you informed and minimise disruption.

17. Your UK Consumer Rights

Nothing in these terms removes or reduces rights available to consumers under applicable UK law.

Products must be as described, of satisfactory quality and fit for their intended purpose in accordance with the Consumer Rights Act 2015.

Distance-selling cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may not apply to goods made to a customer’s specifications or clearly personalised. This exception does not remove your rights where a personalised item is faulty, damaged, incorrectly produced or not as described.

18. Governing Law and Courts

These Terms & Conditions and any dispute or claim connected with them are governed by the laws of England and Wales.

The courts of England and Wales will have jurisdiction, except where mandatory consumer law allows you to bring a claim in another part of the United Kingdom or in the country where you normally live.

19. Changes to These Terms

We may revise these terms when our products, services, operating practices or legal responsibilities change. The version shown on this page will apply from the revision date stated above.

Changes will not normally alter the agreed terms of an order that was already accepted before the revised version took effect.