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1. How refunds work here

sorvenaliving.shop is an advertising website. We describe a product and link to the retailer that sells it. We never see your card details, we do not charge you, and we cannot issue a refund to your card because the money never passes through us.

At the time of writing, the merchant we link to advertises a 30-day money-back guarantee — a 100% refund if you are unhappy with the product within 30 days of purchase. That figure is the merchant's, not ours, and they may change it at any time, so treat the terms shown at their checkout and in your order confirmation email as the ones that actually apply to you.

The full terms that apply to your order — the return window, whether opened items can be returned, who pays return postage, and whether any restocking fee applies — are set by the merchant you bought from. Those terms are shown at checkout before you pay and are repeated in your order confirmation email. Please read them there; they are the terms that legally govern your purchase.

2. Who to contact

Contact the merchant that charged you. You can identify them from:

• your order confirmation email — it carries the merchant's name and support address;
• the descriptor on your bank or card statement, which shows the trading name that took payment; or
• the packing slip included in your delivery.

If you cannot find any of these, contact us and we will help you identify the right party (see section 12).

3. How to request a refund

1. Find your order confirmation email and open the merchant's refund or returns policy linked in it.
2. Contact the merchant's support address in writing, before the end of their stated return window.
3. Say clearly what you want — a refund, a replacement, or a return authorisation — and why.
4. Do not return anything until the merchant gives you a return address and, where required, a return authorisation (RMA) number. Items sent back without one are frequently refused or lost.
5. Keep proof of postage and your tracking number until the refund reaches your account.
6. Keep a copy of every message. If you need our help later, this correspondence is what we will need to see.

4. What to have ready

• Your order number and the email address used to order.
• The order date and the amount charged.
• The name shown on your card or bank statement.
• Photographs, if the item arrived damaged, leaking, incomplete or incorrect.

5. How long refunds take

Once a merchant approves and processes a refund, the money is returned to the original payment method. Card networks and banks then take their own time to post it — commonly 5 to 10 business days, sometimes longer for international cards. That final delay is controlled by your bank, not by the merchant and not by us.

If a merchant has confirmed a refund in writing and it has not appeared after 10 business days, ask them for the refund reference or ARN and give that to your bank.

6. Damaged, faulty or wrong items

If your order arrives damaged, leaking, incomplete, past its expiry date, or is not what you ordered, tell the merchant as soon as possible — ideally within 48 hours of delivery. Photograph the outer packaging, the item and any packing slip before you discard anything. Merchants almost always resolve these cases with a replacement or a full refund, and photographs are what makes that quick.

If you have any reaction to the product, stop using it, keep the packaging, seek medical advice if needed, and report it to the merchant and to us.

7. Orders that never arrived

Check the tracking link in your dispatch email first, and check with anyone else at the address and with your neighbours — small parcels are often left in a safe place. If tracking shows the parcel as delivered but you do not have it, or tracking has not moved for an extended period, raise a missing-parcel claim with the merchant. They deal with the carrier; you should not have to.

8. Cancelling an order

Ask the merchant to cancel immediately and in writing. Many fulfilment operations pick and pack within hours, and once an order has been dispatched it usually cannot be cancelled — it becomes a return instead.

9. Subscriptions and recurring charges

If you signed up to a subscription, recurring delivery or trial offer, the cancellation terms are those you agreed to at checkout. Cancel through your account with the merchant or by writing to their support address, and keep the confirmation. If you see a recurring charge you did not knowingly authorise, contact the merchant first and then your bank.

10. Your statutory rights

Nothing on this page limits the rights the law gives you. Depending on where you live, you may have additional protections — for example the right of withdrawal within 14 days under EU and UK consumer law for most distance sales, or rights under the U.S. Fair Credit Billing Act and your card network's chargeback rules. A merchant's policy cannot take away a right that the law says you have.

11. Before you file a chargeback

If a merchant will not respond or refuses a refund you believe you are owed, you are entitled to dispute the charge with your bank or card issuer. We would simply ask that you contact the merchant in writing first and give them a reasonable opportunity to put it right — most disputes are resolved faster that way, and you keep a clean record either way. If you have tried and got nowhere, tell us; see below.

12. How we can help

We are not able to refund you, but we take it seriously when a merchant we have advertised does not treat a customer properly. Contact us and we will help you identify the correct merchant, point you to the right support channel, and escalate on your behalf where we can.

Please include your order number, the date, the amount charged, the name on your statement, and copies of any messages you have already sent.

Write “Refund Help” in your subject line and we will prioritise it.