Terms & Conditions

Last updated: 5 August 2026

These Terms & Conditions apply when you browse the SORVANA website, create an account or place an order with us. They explain how purchases are handled, what we ask from customers and the responsibilities that apply on both sides.

By using this website or completing a purchase, you agree to these terms. Your statutory consumer rights remain unaffected.

About SORVANA

SORVANA offers drinkware for everyday routines through collections including SORVANA Hydrate and SORVANA Brew.

SORVANA
31 Botany Avenue
Mansfield
NG18 5NE
United Kingdom

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

Using Our Website

You may use this website for lawful browsing, shopping and communication purposes.

You must not:

• Use the website fraudulently or unlawfully;
• Attempt to gain unauthorised access to customer accounts, checkout systems or connected services;
• Introduce malicious code or interfere with website security;
• Submit false payment, contact or delivery information;
• Copy or commercially exploit website content without permission; or
• Use the website in a way that disrupts another customer’s experience.

We may restrict access, cancel a transaction or take reasonable protective action where misuse, fraud or a security risk is suspected.

Product Information

We take reasonable care to present product descriptions, images, capacities, dimensions, colours, materials and features accurately.

Please read the individual product page before ordering. Product characteristics can vary across SORVANA Hydrate, SORVANA Brew and future drinkware collections.

In particular, you should not assume that every product is:

• Suitable for hot liquids;
• Suitable for carbonated drinks;
• Dishwasher-safe;
• Microwave-safe;
• Leakproof in every position; or
• Designed to retain temperature for a particular length of time.

A feature applies only where it is clearly stated on the relevant product page or supplied product information.

Images and Colour

Product photographs are intended to represent each item as clearly as possible. Colours and surface finishes may appear slightly different depending on lighting, screen settings and the device being used.

Small manufacturing variations in finish or appearance may occur. A minor variation is not normally a fault where the product remains consistent with its description and intended use.

Prices and Currency

Prices are displayed in pounds sterling unless another currency is clearly shown.

The product price, delivery charge and total payable amount will be shown before you complete checkout.

A flat delivery charge of £4.99 currently applies to each order delivered within the United Kingdom.

We may change prices for future orders without notice. A price change will not normally affect an order already accepted by us.

Obvious Pricing Errors

Occasionally, a product may be listed with an obvious pricing or technical error.

If we identify an error before accepting or dispatching the order, we may contact you with the correct information or cancel the affected item. Any payment collected for a cancelled item will be returned to the original payment method.

We are not required to supply a product at a price that is clearly incorrect and could reasonably have been recognised as an error.

Placing an Order

Before submitting an order, please check:

• The product, colour, capacity and quantity selected;
• Your billing and delivery details;
• The delivery charge;
• The total price; and
• The email address used for order updates.

After checkout, we will send an order acknowledgement to the email address provided. This confirms that we have received your order but does not always mean it has been accepted for fulfilment.

When We Accept Your Order

An order is accepted when we confirm it for processing or dispatch, depending on the stage reached first.

We may be unable to accept an order where:

• Payment cannot be authorised or verified;
• The product is unavailable;
• The delivery address is outside the area we serve;
• An obvious pricing or product-information error has occurred;
• Fraudulent or unauthorised activity is reasonably suspected; or
• A legal or operational restriction prevents fulfilment.

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

Payment

Available payment options are shown at checkout.

Payment must be authorised before an order is dispatched. Your bank or payment provider may carry out verification or fraud-prevention checks.

SORVANA does not normally receive or store your complete payment-card number. Payment credentials are handled through the payment service selected at checkout.

Fraud and Payment Verification

We may pause, decline or cancel an order where payment information cannot be verified or there is a credible concern about fraud, account misuse or an unauthorised transaction.

We may contact you for reasonable verification information. Failure to provide sufficient information may prevent us from processing the order.

Changing or Cancelling Before Dispatch

To request an order change or pre-dispatch cancellation, contact us within 24 hours of placing the order.

We will make a reasonable effort to help, but a cancellation or amendment is not confirmed until our team accepts it. Orders may move into packing before the 24-hour period has ended.

Once an order has been dispatched, it cannot be cancelled in transit. Eligible products may instead be returned after delivery in accordance with our Returns & Refund Policy.

The 24-hour process is designed to help stop an order before dispatch. It does not remove any statutory cancellation rights that apply to eligible online purchases.

Where We Deliver

We currently deliver throughout the United Kingdom.

Orders are sent using Royal Mail Tracked 48. We may decline or cancel an order where the delivery address cannot be served through our available delivery arrangements.

Processing and Delivery

Orders placed before 12:00 PM GMT are processed within 1–2 business days, Monday to Friday.

Orders placed after 12:00 PM GMT, during weekends or on UK public holidays begin processing on the next business day.

After dispatch, Royal Mail delivery is estimated to take 2–3 business days. The total estimated timeframe is therefore 3–5 business days.

Delivery dates are estimates and not guaranteed appointments. Weather, transport disruption, seasonal demand and Royal Mail operating conditions may affect arrival times.

Full details are available in our Shipping Policy.

Tracking

Tracking information will be sent by email after dispatch.

Tracking may take a short time to update after Royal Mail receives the parcel. A delay in the first scan does not necessarily mean the order is lost.

Delivery Information

You are responsible for providing a complete and accurate delivery address.

If you identify an error, contact us promptly. We will try to update the details before dispatch, but changes cannot be guaranteed once an order has been packed or handed to Royal Mail.

Additional delivery costs may apply where a parcel is returned because the customer supplied an incorrect or incomplete address, refused delivery or did not collect it within the available period.

Delayed, Missing or Damaged Parcels

If a parcel is delayed, marked as delivered but cannot be located, or arrives damaged, contact us with your order number and relevant tracking information.

We may need to review tracking records or raise an enquiry with Royal Mail before providing a resolution.

A replacement or refund is not automatically issued while a reasonable delivery investigation remains in progress.

Returns and Refunds

Eligible unused products may be returned within the return window stated in our Returns & Refund Policy.

For change-of-mind returns, customers are responsible for the return-postage cost. Where an item is confirmed as faulty, damaged on arrival, incorrect or not as described, SORVANA will provide the remedy required by the circumstances and applicable law.

Products must be returned with their supplied components and in an appropriate condition. We may reduce a refund where unnecessary handling has diminished the product’s value and the law permits us to do so.

Faulty or Misdescribed Goods

SORVANA products must be of satisfactory quality, fit for their stated purpose and consistent with their description.

If a product is faulty, damaged, incorrect or materially different from its description, stop using it where continued use could worsen the problem or create a safety concern, then contact us.

Depending on the circumstances and your legal rights, an appropriate remedy may include repair, replacement, price reduction or refund.

Product Care and Proper Use

You are responsible for following the care and usage information shown on the relevant product page, supplied with the item or included in our Product Care Guide.

Damage caused by misuse, impact, unsuitable cleaning, unauthorised alteration or use outside the product’s stated purpose is not normally treated as a manufacturing fault.

Do not place a product in a dishwasher or microwave unless it is specifically described as suitable for that use.

Safety

Please inspect drinkware before use.

Stop using a product if it becomes cracked, chipped, badly dented, warped or damaged in a way that could affect safe use.

Take appropriate care with hot drinks. Children should use drinkware only with suitable adult supervision.

Customer Accounts

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

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

We may suspend or close an account where there is credible evidence of fraud, misuse or a security risk.

Promotions and Discount Codes

Promotions may be subject to specific dates, products, minimum spends or other conditions shown with the offer.

Unless expressly stated otherwise:

• Only one discount code may be used per order;
• Discounts cannot be applied retrospectively;
• Codes have no cash value;
• Promotions may be withdrawn before an order is placed; and
• Returned promotional orders may be recalculated according to the items retained.

Gift Cards and Store Credit

If gift cards or store credit become available, their specific validity and use conditions will be displayed when issued or purchased.

Gift cards and store credit are not normally exchangeable for cash except where required by law.

Reviews and Customer Content

If you submit a review, image, comment or other content, you confirm that it is based on your genuine experience and does not infringe another person’s rights.

Content must not be unlawful, abusive, misleading, discriminatory, defamatory or fraudulent.

We may remove content that breaches these conditions or is unrelated to the product or service being reviewed.

We will not create, purchase or knowingly publish fake reviews.

Intellectual Property

Unless otherwise stated, SORVANA owns or is authorised to use the website’s branding, written content, photographs, graphics, layout and other original materials.

You may view the website and retain order-related information for personal use.

You may not copy, reproduce, republish, distribute, modify or commercially exploit our content without prior written permission.

Third-Party Services and Links

Our website may use or link to services operated by third parties, including payment providers, Royal Mail, Shopify and customer-support tools.

Third-party services may have their own terms and privacy information. SORVANA is not responsible for the independent content, availability or practices of services we do not control.

Privacy and Cookies

Information about how we collect and use personal data is available in our Privacy Policy.

Details about website cookies and preference controls are provided in our Cookie Policy.

Website Availability

We aim to keep the website secure, accurate and available, but uninterrupted access cannot be guaranteed.

We may suspend or alter part of the website for maintenance, security, technical or operational reasons.

We are not responsible for access problems caused by your internet connection, device, browser or services outside our reasonable control.

Our Responsibility

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Nothing in these terms limits statutory consumer rights.

To the extent permitted by law, SORVANA is not responsible for indirect or unforeseeable losses that were not reasonably contemplated when the contract was formed.

Products sold for personal or household use must not be relied upon for specialist, medical, industrial or professional purposes unless that use is clearly stated on the product page.

Events Outside Our Reasonable Control

We will not be responsible for delay or failure caused by circumstances we could not reasonably prevent.

These may include:

• Severe weather;
• Royal Mail or transport disruption;
• Industrial action;
• Power or internet failure;
• Government restrictions;
• Emergencies; or
• Failure of a necessary third-party system.

Where such an event affects an order, we will take reasonable steps to minimise disruption and communicate material updates.

Refusing Service or Cancelling Accounts

We may refuse service, restrict an account or cancel an order where reasonably necessary to protect customers, the business or our systems.

This may apply where there is evidence of fraud, threats, abusive conduct, payment misuse, product substitution or deliberate abuse of the returns process.

Any action will be taken reasonably and will not remove rights that cannot legally be excluded.

Your Consumer Rights

These terms operate alongside rights provided by UK consumer law.

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

Eligible distance purchases may also carry cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing in these Terms & Conditions is intended to reduce a statutory right or remedy available to you.

Governing Law

These Terms & Conditions and any dispute 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 proceedings in another part of the United Kingdom.

Changes to These Terms

We may update these terms when our products, services, website features, operating arrangements or legal responsibilities change.

The version published when your order is accepted will normally apply to that purchase. Updated terms will apply to future website use and orders from the revision date shown above.

Contacting SORVANA

For questions about these terms, an order or a product, use our 24/7 live chat or email support@sorvana.online.

Our business team is available Monday to Saturday, from 9:00 AM to 5:00 PM GMT.

Further details are available on our Contact Us page.