Returns & Refund Policy

Last updated: 5 August 2026

Need to return something or make a change to an order? This page explains how cancellations, returns and refunds work at SORVANA, including what we ask from you and what you can expect from us.

Changing or Cancelling an Order

If you need to change or cancel an order before dispatch, please contact us within 24 hours of placing it.

Orders move into processing quickly, so a cancellation is not confirmed until our team has accepted it. If your parcel has already been packed or dispatched, we may be unable to stop it.

Once an order has been dispatched, it cannot be cancelled in transit. You may instead request a return after delivery, provided the item meets the conditions below.

The 24-hour period relates to our pre-dispatch cancellation process. It does not remove any cancellation or return rights that UK law gives you after receiving eligible goods.

Our 30-Day Return Window

You may request a change-of-mind return within 30 days of delivery.

To qualify, the product must be returned in a condition suitable for resale. You may inspect it carefully, but it should not have been used as part of your normal routine.

For drinkware, this means the item should be:

Unused and unwashed;
Free from drink residue, odours, stains, scratches and customer-caused damage;
Returned with all lids, straws, seals, handles and other parts supplied with it;
Returned with its original product labels, tags and protective seals where supplied; and
Placed in its original packaging where reasonably possible.

Original packaging helps protect the item and allows us to inspect it more efficiently. A missing box will not automatically remove your legal rights, but missing packaging, components, labels or seals may affect the refund if their loss reduces the product’s value.

How to Start a Return

Please contact us before sending anything back.

You can use our 24/7 live chat or email support@sorvana.online with:

Your order number;
The item you wish to return;
The reason for the return; and
Photographs where the item is damaged, faulty or incorrect.

Once the request has been reviewed, we will provide the correct return instructions and return address.

Returns sent without approval may be delayed or may not be accepted if we cannot identify the order.

Return Postage

For an eligible change-of-mind return, you are responsible for arranging and paying for return postage.

We recommend using a tracked service and keeping your proof of postage until the return and refund have been completed. When you arrange the delivery service, the parcel remains your responsibility until it reaches the approved return address.

If the return is required because the item is faulty, damaged on arrival, incorrect or not as described, SORVANA will cover reasonable return costs where we ask you to send it back.

Please do not purchase premium or express return postage unless our team has agreed to the cost in advance.

Packing Your Return

Bottles and mugs can be damaged if they move freely inside a parcel. Please pack your return inside a strong outer box with enough protection around the product.

Secure any loose lids, straws or accessories and avoid attaching postage directly to the retail packaging.

Include your order number or return reference inside the parcel so our team can match it to the correct request.

If an item is damaged during its return because it was not packed with reasonable care, we may reduce the refund to reflect the loss in value where the law allows.

When a Change-of-Mind Return May Be Refused or Reduced

We may be unable to provide a full change-of-mind refund where:

The return was requested after 30 days from delivery;
The bottle or mug has been filled, used or washed;
The item contains drink residue, staining or odour;
The product has been scratched, dented, altered or damaged after delivery;
A lid, straw, seal or other supplied component is missing;
Product labels, protective seals or packaging have been unnecessarily damaged or removed in a way that reduces the item’s resale value;
The parcel was returned without enough information to identify the order; or
The product has been damaged through unsuitable cleaning, misuse or failure to follow its care instructions.

These conditions do not affect your rights where the item was faulty, damaged when delivered, incorrect or misdescribed.

Damaged, Faulty or Incorrect Items

Your order should arrive in the condition described on the product page and include the parts stated as supplied.

Please contact us if:

Your bottle or mug arrived cracked, dented or otherwise damaged;
You received a different product from the one ordered;
A listed component is missing;
The product has a manufacturing fault;
The item does not match its description; or
It cannot perform a function that was specifically stated on its product page.

Please stop using the product where continued use could make the issue worse or create a safety concern.

What We Need to Review a Problem

To help us assess a damaged, faulty or incorrect order, please send:

Your order number;
A brief explanation of the issue;
A photograph showing the complete product;
Close-up photographs of the problem;
Photographs of the inner and outer packaging; and
A photograph of the Royal Mail shipping label where delivery damage is involved.

Please keep the product, packaging and all supplied components until we confirm what happens next.

Photographs help us understand the issue and speed up our review. Requesting them does not reduce any statutory rights you may have.

How We Resolve Product Problems

Each genuine product issue is reviewed on its own facts.

Depending on the nature of the problem, product availability and your legal rights, the appropriate resolution may be:

A replacement;
A repair, where suitable;
A partial refund;
A full refund; or
Another fair solution agreed with you.

We will not require you to accept store credit where you are legally entitled to receive a refund to your original payment method.

Product Care and Customer-Caused Damage

Different drinkware designs may have different cleaning and usage requirements.

Damage caused by accidental impact, unsuitable cleaning, abrasive tools, unauthorised alteration, improper use or failure to follow the stated care guidance is not normally treated as a manufacturing fault.

Please check the individual product page and our Product Care Guide before using a dishwasher, microwave or specialist cleaning product.

Sets, Lids and Accessories

If your order was supplied as a set, all parts should be returned together for a full change-of-mind refund.

This includes any lids, straws, seals, inserts, handles or accessories included with the purchased product.

Where an included component is missing, we may reduce the refund by an amount that fairly reflects its value, provided the law allows us to do so.

Bundles and Promotional Offers

If an item formed part of a bundle, multi-buy offer or promotion, the refund may be recalculated based on the products you keep.

If returning one product means the remaining order no longer qualifies for the original offer, we may adjust the refund to reflect the correct price of the retained products.

Any adjustment will be explained clearly when your return is reviewed.

Exchanges

We do not currently process direct exchanges.

If you would prefer another colour, style or product, return the eligible item for a refund and place a new order separately.

Where SORVANA supplied the wrong product or the item has a confirmed fault, we may arrange a replacement as part of the resolution without asking you to place another order.

Return Inspection

Once the parcel reaches us, we will check the returned item, its condition, included components and order details.

We will then confirm whether the return has been accepted and whether any deduction applies.

Delivery of a return parcel to us does not by itself guarantee that a refund will be approved. The item must first be matched to the order and reviewed against this policy.

How Refunds Are Paid

Approved refunds are issued to the original payment method used for the order.

We cannot normally send a refund to a different card, account or payment provider.

For a complete eligible order cancellation, the original standard delivery charge will be refunded where required by UK law. If a more expensive delivery option was chosen, any amount above the cost of our standard service may not be refundable.

When only part of an order is returned because of a change of mind, the original delivery charge is not normally refunded.

Customer-paid change-of-mind return postage is not refundable.

When to Expect Your Refund

We aim to inspect returns and process approved refunds within 5–7 business days after the parcel reaches us.

Where a statutory cancellation right applies, we will also meet the refund deadline required by UK law.

Once we have released the refund, your bank or payment provider may take additional time to display it in your account. That processing time is controlled by the payment provider rather than SORVANA.

Delayed or Missing Deliveries

An order that has not arrived is handled as a delivery enquiry rather than a return.

Please check your Royal Mail tracking first. If the estimated delivery period has passed, contact our team so we can review the shipment and raise an enquiry where appropriate.

Full delivery information is available in our Shipping Policy.

Fair Use of Our Returns Process

We may request additional evidence or review an account where there is credible concern about product substitution, false damage claims, repeated returns of used products or other misuse of the returns process.

We may decline an ineligible return or restrict future transactions where fraudulent activity is reasonably supported by the available information.

Any decision will be made fairly and will not remove consumer rights that cannot legally be excluded.

Your UK Consumer Rights

This policy is additional to your statutory rights.

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

Online customers also normally have a legal right to notify a seller within 14 days after receiving eligible goods that they wish to cancel, followed by a further period to send those goods back. SORVANA’s 30-day change-of-mind window gives customers more time to request an eligible return. :contentReference[oaicite:0]{index=0}

The 24-hour cancellation request described near the beginning of this policy is intended to help us stop an order before dispatch. It does not replace any statutory right that applies after delivery.