Privacy Policy

Last updated: 5 August 2026

Your personal information should never feel like a hidden part of shopping online. This Privacy Policy explains what SORVANA collects, why we need it, how it supports your order and the choices you have over its use.

This policy applies when you browse our store, place an order, create an account, join our mailing list, use live chat or contact our support team.

Who Is Responsible for Your Information?

SORVANA is responsible for deciding how and why the personal information described in this policy is used. In data protection terms, SORVANA acts as the data controller.

SORVANA
31 Botany Avenue
Mansfield
NG18 5NE
United Kingdom

Privacy enquiries can be sent to support@sorvana.online or submitted through our Contact Us page.

Information You Give Us

We receive information directly from you when you make a purchase, contact us or use an available store feature.

This may include:

Your name;
Email address and telephone number;
Billing and delivery addresses;
Products purchased and order history;
Account login information, where customer accounts are available;
Delivery notes or instructions;
Messages sent through email, forms or live chat;
Return, refund and cancellation information;
Photographs provided when reporting a damaged, faulty or incorrect item; and
Marketing preferences.

Please provide accurate information when ordering. Incorrect contact or delivery details can prevent us from confirming, dispatching or supporting an order properly.

Payment Information

Payments are completed through the secure payment option selected at checkout.

SORVANA does not normally receive or store your complete payment-card number. Payment providers may send us limited transaction information, such as:

Payment status;
Transaction reference;
Payment method type;
Billing details;
Refund status; and
Fraud or verification results.

The payment provider processes full payment credentials according to its own legal, security and privacy responsibilities.

Information Created When You Use the Store

Certain technical and activity information may be collected automatically when you browse or interact with the store.

Depending on your device, settings and privacy choices, this may include:

IP address;
Browser and device type;
Operating system;
Approximate location derived from technical information;
Pages viewed and links selected;
Items added to or removed from your basket;
The website, search result or advertisement that referred you to us;
Session, cookie or device identifiers;
Checkout activity and completed purchase events; and
Technical errors, security events or store-performance information.

More detail about cookies and the controls available to you can be found in our Cookie Policy.

How We Use Personal Information

We use personal information only where it supports a clear purpose connected with your purchase, the operation of SORVANA or a legal responsibility.

To manage your order

This includes:

Confirming and processing your purchase;
Checking product availability;
Taking and confirming payment;
Preparing and dispatching your order;
Providing Royal Mail with the details needed for delivery;
Sending confirmation, dispatch and tracking updates;
Handling order changes or cancellations; and
Managing an eligible return, replacement or refund.

To provide customer support

We use contact details and relevant order information to answer product questions, investigate delivery concerns and resolve problems reported through live chat, email or our contact page.

Our live chat is available 24 hours a day, 7 days a week. Business enquiries are handled Monday to Saturday, from 9:00 AM to 5:00 PM GMT.

To keep the store secure

Information may be used to:

Verify payments and account activity;
Detect suspicious orders;
Prevent fraud, chargeback misuse and unauthorised transactions;
Protect customer accounts;
Identify technical or security incidents; and
Enforce our website and purchase terms.

To understand and improve the shopping experience

Where permitted, we may review store activity to understand which pages are helpful, where customers encounter difficulty and how our product presentation, navigation and checkout experience can be improved.

To meet our legal responsibilities

We may process and retain information where needed for accounting, taxation, consumer protection, record keeping, dispute handling, regulatory compliance or valid requests from public authorities.

The Legal Reasons We Rely On

UK data protection law requires a lawful reason for using personal information. The reason depends on the activity involved.

Performance of a contract

We rely on this basis where information is needed to take an order, receive payment, arrange delivery or provide the product and after-sales service you requested.

Legal obligation

We may need to keep or disclose certain information to comply with tax, accounting, consumer, regulatory or other legal requirements.

Legitimate interests

We may use information where it is reasonably necessary to operate and protect SORVANA, provided our interests do not override your rights.

Examples may include:

Responding to general enquiries;
Preventing fraud or misuse;
Maintaining appropriate business records;
Improving store usability;
Protecting our legal rights; and
Understanding service performance.

Consent

We rely on consent where required, including for certain promotional communications and optional cookies or tracking technologies.

You may withdraw your consent at any time. Withdrawal does not affect processing that was lawful before your choice changed.

Order Updates and Marketing

Messages needed to complete or support an order are service communications. These may include payment confirmation, dispatch information, delivery updates, return instructions or refund notices.

Service messages are separate from marketing and may still be sent when you have chosen not to receive promotional content.

Where you have subscribed or another lawful basis applies, we may send news, product launches or offers by email.

You can stop promotional emails at any time by:

Selecting the unsubscribe link in the message; or
Emailing support@sorvana.online.

We may keep a minimal suppression record after you unsubscribe so that your preference continues to be respected.

Cookies and Similar Technologies

Some technologies are needed for the store to operate. They may support security, basket contents, checkout, payment verification, account access and the storage of your privacy choices.

Optional technologies may be used for analytics, store improvement or advertising only in line with the choices made through our cookie controls where consent is required.

You can review the categories we use and learn how to manage them in our Cookie Policy.

Shopify

Our store is hosted on Shopify, which provides the technology needed to display products, manage baskets, support checkout, process store activity and maintain ecommerce security.

Shopify may process customer and device information when providing these services. Depending on the activity, Shopify may act as a service provider to SORVANA or process certain information for its own lawful purposes.

We remain responsible for our own use of customer information and for the privacy choices and settings we control within the store.

Who May Receive Your Information?

We share personal information only where it is reasonably needed to operate the store, complete an order or meet a legal responsibility.

Recipients may include:

Royal Mail and delivery providers

We provide the recipient's name, delivery address, contact details and parcel information needed to deliver and track an order.

Payment and fraud-prevention providers

These providers process payments, authenticate transactions, assess risk and help protect customers and SORVANA from unauthorised activity.

Technology and hosting providers

This may include Shopify and providers supporting live chat, email delivery, customer support, website functionality, data storage or technical security.

Analytics and advertising providers

Where optional tools are enabled in line with your privacy choices, relevant device, browsing or purchase-event information may be processed to measure store use or campaign performance.

Professional advisers

Limited information may be shared with accountants, insurers, banks, legal advisers or other professional services where reasonably necessary.

Public authorities

Information may be disclosed where required by law, court order, lawful regulatory request or for the prevention or investigation of crime.

We do not sell customer names, email addresses or telephone numbers in exchange for money.

Business Changes

If SORVANA is involved in a genuine sale, restructuring, investment or transfer of business assets, relevant information may be disclosed to professional advisers and prospective or completed business partners.

Any recipient would be expected to handle the information confidentially and in accordance with applicable data protection requirements.

International Processing

Some providers supporting our store operate internationally or use systems located outside the United Kingdom.

When personal information is transferred to another country, we take reasonable steps to ensure that a recognised safeguard is available. Depending on the destination, this may include:

A UK adequacy regulation;
Approved contractual protections;
A lawful data-transfer agreement; or
Another mechanism recognised under UK data protection law.

You may contact us for more information about the safeguards relevant to a particular transfer.

How Long We Keep Information

We do not keep personal information indefinitely. Retention depends on why the information was collected and whether an ongoing legal or operational reason remains.

As a general guide:

Order, payment and invoice records may be kept for up to six years after the relevant financial period where required for tax, accounting, contractual or legal purposes.
Customer-support records are kept for the time reasonably needed to resolve the enquiry, maintain an appropriate service record and handle any related dispute.
Return and refund records may be retained with the related order information for accounting, fraud-prevention and consumer-rights purposes.
Marketing information is kept while you remain subscribed or while another lawful reason continues to apply.
Cookie and analytics information is retained according to the lifespan and settings of the relevant technology.
Fraud and security records may be kept for as long as reasonably needed to protect transactions, investigate suspicious activity or defend legal claims.

Information that is no longer needed may be securely deleted, anonymised or restricted from further use.

How We Protect Personal Information

We use reasonable technical and organisational measures designed to protect personal information from loss, misuse, unauthorised access, alteration or disclosure.

Measures may include:

Secure website connections;
Restricted account access;
Payment-provider security controls;
Fraud monitoring;
Platform and application safeguards;
Access limited to providers or team members with a genuine need; and
Review of connected services and privacy settings.

No website, transmission or storage system can be guaranteed to be completely secure. If a personal data breach occurs, we will assess it and take the steps required under applicable law.

Your Privacy Rights

Depending on the circumstances and the lawful basis involved, UK data protection law may give you the right to:

Ask whether we hold personal information about you;
Request access to that information;
Correct inaccurate or incomplete details;
Ask for information to be deleted where there is no continuing lawful reason to retain it;
Request restriction of processing in certain circumstances;
Object to processing based on legitimate interests;
Object at any time to the use of your information for direct marketing;
Withdraw consent where consent is the lawful basis;
Receive eligible information in a structured, commonly used and machine-readable format; and
Challenge certain decisions made solely through automated processing where those decisions have a legal or similarly significant effect.

You have an absolute right to object to the use of your personal information for direct marketing.

These rights are not unlimited. A request may be restricted where an exemption applies, where another person's rights would be affected or where we must keep the information to meet a legal obligation.

Making a Privacy Request

To exercise a privacy right, email support@sorvana.online or use our Contact Us page.

Please explain what you are requesting and provide enough information for us to locate the relevant records.

Before releasing, deleting or changing information, we may ask for reasonable evidence to confirm your identity. This protects customer information from being disclosed to the wrong person.

We normally respond within one month after receiving a valid request. Where a request is unusually complex or several requests are made, the law may allow more time. We will let you know if an extension is necessary.

There is normally no charge for exercising a data protection right. A reasonable fee may be charged, or a request may be refused, if it is manifestly unfounded or excessive and the law permits us to do so.

Automated Checks

Payment, checkout and security providers may use automated tools to assess transaction risk, detect unusual activity or decide whether additional verification is required.

These checks help protect customers and the store from fraud. An order may be paused, reviewed or declined where a transaction cannot be verified.

If you believe an automated security or payment decision has affected you unfairly, contact us so the available information can be reviewed.

Children's Information

SORVANA products and purchasing services are intended for adults. We do not knowingly collect personal information directly from children under the age of 13.

If you believe a child has submitted personal information without appropriate permission, contact us so we can investigate and remove it where required.

Links to Other Websites

Our store may contain links to websites, payment services or platforms operated independently from SORVANA.

Those organisations are responsible for their own privacy practices. We recommend reviewing their privacy information before submitting personal details directly to them.

Concerns and Complaints

Please contact us if you have a concern about the way your information has been handled. We will review the issue and aim to provide a clear response.

You also have the right to complain to the Information Commissioner's Office (ICO), the independent UK authority responsible for data protection.

You do not have to contact SORVANA before approaching the ICO, although giving us the opportunity to investigate may allow us to resolve the matter more quickly.

Updates to This Policy

This policy may be revised when our store features, connected providers, information practices or legal responsibilities change.

The current version will remain available on this page, and the date at the top will show when it was most recently updated.

Where a change significantly affects how existing customer information is used, additional notice will be provided where required.

Contact SORVANA About Privacy