Returns & Refund Policy

Returns & Refund Policy

Company: SVORA
Effective Date: 07/08/2026

At SVORA, we want our customers to have the best possible experience. If there is an issue with your order, please contact our customer support team and we will assist you in resolving the matter.

This Returns & Refund Policy explains how we handle damaged items, faulty products, incorrect orders, missing items, and return requests.

1. Damaged, Faulty, Missing, or Incorrect Items

If your order arrives:

  • Damaged

  • Faulty

  • Missing an item

  • Containing an incorrect product

Please get in touch with us as soon as possible after delivery.

To allow us to investigate and resolve the issue, you must provide:

  • Order number

  • Product name

  • Description of the issue

  • Photographic evidence showing the problem where requested

For visible damage or incorrect items, claims should be submitted within 3 business days of delivery and no later than 7 calendar days from the delivery date.

Failure to report issues within this timeframe may affect our ability to investigate and resolve the claim.

Where a claim is approved, we may offer:

  • A replacement product

  • A refund to your original payment method

  • Another suitable resolution depending on the circumstances

2. Manufacturing Faults

If a manufacturing fault becomes apparent after delivery, please contact us within:

  • 5 business days of discovering the issue

  • Within 6 months of delivery

Manufacturing faults do not include issues caused by:

  • Incorrect use of the product

  • Accidental damage

  • Normal wear and tear

  • Improper storage

  • Unauthorised modifications

Evidence may be required before a resolution can be provided.

3. Returns for Unwanted Items

If you have changed your mind about a purchase, please contact us before returning any items.

If your return request is approved, we will provide the appropriate return address and return instructions. Please do not send items back without contacting us first, as returns sent to an incorrect address may not be accepted or processed.

Returns for unwanted items may be accepted at our discretion and must meet the following requirements:

  • The request is made within 14 days of receiving the order

  • The product is unused and unopened

  • The product remains in its original packaging

  • The item is in a condition suitable for resale

Customers are responsible for return delivery costs unless the item is faulty, damaged, or incorrectly supplied.

Items returned without prior approval may not be accepted.

4. Refunds

Once an approved return or claim has been reviewed, refunds will be processed to the original payment method used during purchase.

Please allow up to 14 working days for refunds to be processed after approval.

Delivery charges are only refundable where:

  • The order was incorrectly supplied

  • The product arrived damaged or faulty

  • Required under applicable consumer protection laws

5. Product Variations

Many of our products contain natural materials or are produced using handmade processes.

Due to this, slight variations may occur in:

  • Colour

  • Texture

  • Shape

  • Appearance

  • Fragrance intensity

These natural differences are not considered faults and will not normally qualify for a refund or replacement.

Product images are provided for illustration purposes and slight differences may occur.

6. Hygiene and Self-Care Products

For health and safety reasons, certain products cannot be returned once opened or used.

This includes:

  • Opened personal care products

  • Opened hygiene products

  • Products where protective seals have been removed

Faulty or damaged items remain covered under your statutory consumer rights.

7. Non-Delivery Claims

If your order has not arrived within the expected delivery timeframe, please contact us so we can investigate.

A delivery investigation may require information from you, including confirmation of your delivery details.

We are not responsible for delays caused by circumstances outside our control, including courier delays, weather conditions, customs delays, or incorrect delivery information provided by the customer.

8. Incorrect Delivery Information

Customers are responsible for ensuring all delivery information provided during checkout is accurate.

If delivery fails due to:

  • Incorrect address details

  • Failure to collect the parcel

  • Refusal of delivery

additional delivery costs may apply for any replacement shipment.

Any refund provided may have applicable delivery costs deducted.

9. Claims Evidence

To process certain returns or claims, we may request:

  • Photographs of damaged products

  • Images of packaging

  • Additional information about the issue

Where evidence confirms the issue, a return may not always be required.

Items returned without approval may not be accepted.

10. How to Contact Us

To request a return, report a problem, or ask about your order, please contact:

Email: [Insert Support Email]

Please include:

  • Order number

  • Customer name

  • Details of the issue

  • Supporting images where applicable

Our team will review your request and provide the next steps.

11. Your Consumer Rights

Nothing in this policy affects your statutory rights as a consumer under UK law.

If a product is faulty, not as described, or does not meet your legal rights, you may be entitled to an appropriate remedy under applicable consumer protection legislation.