Terms of service

Terms of Service

Last updated: 9 July 2026

1. About these Terms

These Terms of Service, also referred to as the “Terms,” govern your use of aurivia.store and any purchase you make from Aurivia.

Throughout these Terms, “Aurivia,” “we,” “us,” and “our” refer to the business operating aurivia.store. “You” and “your” refer to the person visiting the website or purchasing products from us.

By accessing our website, creating an account, or placing an order, you agree to these Terms.

These Terms should be read together with our:

Privacy Policy.
Cookie Policy.
Shipping Policy.
Return and Refund Policy.
Any product-specific terms shown before purchase.

Nothing in these Terms affects your statutory rights under applicable consumer law.

2. Our business information

Trading name: Aurivia
Website: aurivia.store
Email: support@aurivia.store
Telephone: +44 7474 796427
Business address: Office 8027, 321–323 High Road, Chadwell Heath, Essex, United Kingdom, RM6 6AX

Customer-service hours: Monday to Friday, 9:00 AM–5:00 PM UK time—GMT in winter and BST in summer—excluding UK public holidays.

If Aurivia is operated by a registered company or an individual sole trader, the full legal name and any applicable company-registration number should also be displayed here.

3. Eligibility to place an order

You must be at least 18 years old and legally capable of entering into a binding contract to place an order through our website.

By placing an order, you confirm that:

The information you provide is accurate and complete.
You are authorised to use the selected payment method.
You are purchasing products for lawful purposes.
You are not using our website for fraudulent or unauthorised activity.

We may refuse or cancel an order where we reasonably believe that fraud, misuse, payment abuse, or unlawful activity has occurred.

4. Product information

We aim to ensure that product descriptions, specifications, photographs, dimensions, availability, and prices are accurate.

However:

Colours may appear slightly different depending on your device or screen settings.
Handmade, wooden, engraved, or naturally sourced products may have minor variations in colour, grain, texture, or finish.
Product packaging may change without materially affecting the product.
Measurements may be approximate where clearly stated.
Photographs showing props, accessories, or decorative surroundings do not mean those items are included unless the product description states that they are included.

Please read the complete product description before placing an order.

If we discover a significant error in a product description after you order, we will contact you and give you the option to proceed with the corrected information or cancel the order for a full refund.

5. Product availability

All orders are subject to product availability.

Adding a product to your basket does not reserve it. A product may become unavailable before checkout is completed.

If a product becomes unavailable after you have placed an order, we will contact you and may:

Offer a suitable alternative with your agreement.
Delay fulfilment with your agreement.
Cancel the unavailable item and issue a refund.

We will not substitute a product without your consent.

Product availability shown on our product pages and during checkout should remain consistent with the availability information used in our advertising and Google Merchant Center listings. Google requires products advertised as available to remain purchasable through the website.

6. Prices and taxes

Product prices are displayed in the currency shown on the relevant product page.

For customers in the United Kingdom, displayed prices include applicable VAT where Aurivia is legally required to charge VAT.

Before you place an order, the checkout page will show:

The product price.
Any applicable taxes.
Delivery charges.
Discounts.
Any other mandatory charges.
The total amount payable.

We will not add optional products or services to your order without your consent.

Google requires advertised product prices to remain consistent through the landing page, basket, and checkout, and requires mandatory non-government fees to be clearly disclosed.

7. Pricing errors

We try to ensure that all prices are correct. However, errors may occasionally occur.

If the correct price is lower than the price you paid, we will charge or refund the lower amount.

If the correct price is higher than the displayed price, we will contact you before dispatch. You may:

Confirm that you wish to purchase the product at the correct price; or
Cancel the affected product for a full refund.

We will not increase the agreed price after a binding contract has been formed unless the change is required by law and you are informed appropriately. UK guidance warns that terms allowing a trader to increase an agreed price later may be unfair.

8. Payment

Available payment methods will be displayed during checkout.

You must provide accurate billing and payment information. Payment may be authorised or collected when you place your order, depending on the payment method used.

Payments may be processed by a third-party payment provider. Aurivia does not normally receive or store your complete payment-card number or security code.

Your order may be delayed or cancelled if:

Payment is declined.
Payment authorisation cannot be obtained.
The billing information cannot be verified.
The payment provider identifies suspected fraud or misuse.
A chargeback or payment dispute is raised without reasonable grounds.

Payment and checkout pages must be protected through secure HTTPS connections and a valid SSL certificate, consistent with Google Merchant Center’s checkout requirements.

9. Placing an order

To place an order, you must follow the checkout process and select the button confirming that the order carries an obligation to pay.

You are responsible for reviewing your order before submitting it, including:

The products and quantities.
Personalisation details.
Delivery address.
Billing information.
Delivery method.
Total price.

After you place an order, we will send an order acknowledgement to the email address you provided.

An order acknowledgement confirms that we have received your order. It does not necessarily mean that we have accepted it.

10. Formation of the contract

Unless we tell you otherwise, a binding sales contract is formed when we send you confirmation that the order has been accepted or dispatched.

Each product in an order may constitute a separate contract. If we cannot accept one item, this will not necessarily affect the remaining items.

We may decline or cancel an order before dispatch where:

The product is unavailable.
Payment cannot be authorised.
We identify a material pricing or description error.
We cannot deliver to the address provided.
Purchase limits have been exceeded.
We reasonably suspect fraud, resale abuse, or unlawful activity.
Accepting the order would breach a legal or regulatory requirement.

If we cancel an order after payment has been collected, we will refund the amount paid for the cancelled product.

11. Order confirmation

We will provide confirmation of the contract in a durable format, normally by email.

The confirmation may include:

Your order number.
Products purchased.
Total price.
Delivery address.
Delivery method.
Estimated delivery period.
Information about cancellation and returns.
A link to these Terms and our policies.

UK distance-selling guidance requires the customer to receive a copy or confirmation of the contract in a format they can save, no later than delivery.

12. Personalised and custom-made products

You are responsible for checking all names, messages, dates, images, sizes, colours, and other personalisation details before submitting an order.

We may reproduce personalisation exactly as entered, including capitalisation and punctuation.

We may reject personalisation that:

Is unlawful, threatening, discriminatory, or abusive.
Infringes intellectual-property rights.
Contains personal information supplied without permission.
Is technically unsuitable for the selected product.
Could damage Aurivia’s reputation or expose us to legal liability.

Personalised or custom-made products generally cannot be returned because you changed your mind. This does not affect your rights where the product is faulty, damaged, incorrectly produced, or not as described.

13. Delivery

Delivery options, costs, and estimated timeframes will be displayed on the website or during checkout.

You must provide a complete and accurate delivery address.

Delivery estimates are not guarantees unless we expressly agree to a guaranteed delivery date. We will take reasonable steps to deliver within the stated period.

Unless a different period is agreed with you, UK distance-selling rules generally require goods to be delivered within 30 days.

Please review our Shipping Policy for information about:

Processing times.
Delivery estimates.
Delivery costs.
Tracking.
International delivery.
Delayed or missing packages.
Incorrect addresses.
Refused or undeliverable packages.

14. Delivery delays

We are not responsible for a delay caused by an event outside our reasonable control, provided that we take reasonable steps to minimise the effect of the delay and keep you informed.

Such events may include:

Severe weather.
Natural disasters.
Transport disruption.
Postal or courier disruption.
Customs delays.
Industrial action.
Government restrictions.
War, terrorism, or civil unrest.
Internet or telecommunications failure.
Supply-chain interruption.

This section does not remove any right you may have to cancel where delivery is significantly delayed or where delivery by an agreed date was essential.

15. Risk and ownership

Responsibility for the product generally passes to you when it is delivered to:

You.
A person identified by you to receive it.
A safe place or collection point expressly authorised by you.

Ownership of the product passes to you once we have received full payment and the product has been delivered.

16. Incorrect delivery information

You are responsible for checking your delivery address before placing an order.

We cannot guarantee that an address can be changed after processing or dispatch has begun.

Where a package is returned because you supplied an incomplete or incorrect address, we may deduct reasonable delivery or carrier-return costs from the refund, unless the problem was caused by Aurivia or the carrier.

17. International orders

International orders may be subject to:

Import duties.
Customs charges.
Local taxes.
Brokerage fees.
Customs inspections or delays.

Unless checkout expressly states otherwise, you are responsible for charges imposed by authorities in the destination country.

You are also responsible for ensuring that the products can lawfully be imported into and used in your country.

We cannot refund customs duties or import taxes collected by government authorities. You should contact the relevant authority regarding possible reimbursement.

Nothing in these Terms limits mandatory consumer rights that apply in your country of residence.

18. Order cancellations before dispatch

You may request cancellation before your order has entered processing or shipment by contacting:

Email: support@aurivia.store
Telephone: +44 7474 796427

We will try to process your request, but cancellation cannot be guaranteed once fulfilment, personalisation, or dispatch has begun.

If the order has already shipped, you may use the applicable return or statutory cancellation process.

19. Cancellation rights for online purchases

UK consumers normally have a legal right to cancel an eligible online order without giving a reason.

The statutory cancellation period generally ends 14 days after the day the product is delivered. After notifying the seller, the consumer normally has a further 14 days to return the product.

Aurivia offers an extended 30-calendar-day return period for eligible products, as explained in our Return and Refund Policy.

To cancel or request a return, contact:

Email: support@aurivia.store
Telephone: +44 7474 796427
Return address: Office 8027, 321–323 High Road, Chadwell Heath, Essex, United Kingdom, RM6 6AX

You may also use the model cancellation form at the end of these Terms.

20. Exceptions to change-of-mind cancellation

Change-of-mind cancellation rights may not apply to certain products, including:

Personalised or custom-made products.
Perishable products.
Sealed products that are unsuitable for return for health or hygiene reasons after the seal has been broken.
Digital content supplied immediately with your prior consent and acknowledgement that your cancellation right will be lost.
Other products excluded by applicable law.

An exclusion from change-of-mind returns does not remove your rights where a product is faulty, damaged, not as described, or incorrectly supplied. UK guidance confirms that statutory rights cannot be restricted or removed through store terms.

21. Returns and refunds

Eligible returns may be requested within 30 calendar days of delivery.

Full eligibility requirements, return instructions, return-shipping responsibilities, exclusions, refund timelines, and exchange terms are explained in our Return and Refund Policy.

For a change-of-mind return:

You may be responsible for return postage.
The product should be securely packaged.
You should use a trackable shipping service.
You may be responsible for diminished value caused by handling beyond what is reasonably necessary to inspect the product.

Where a UK consumer uses the statutory cancellation right, any refund of standard outbound delivery costs and the timing of the refund will be handled in accordance with applicable law. UK guidance states that standard delivery costs must generally be refunded and that refunds should normally be made within 14 days after the goods are returned.

22. Faulty, damaged, or incorrect products

Products supplied by Aurivia must be as described, fit for their normal purpose, and of satisfactory quality as required by applicable law.

Faulty.
Damaged on arrival.
Incomplete.
Incorrect.
Materially different from its description.

We may ask you to provide:

Your order number.
A description of the problem.
Photographs or video showing the issue.
Photographs of the packaging.
Other reasonable information needed to investigate.

Depending on the circumstances and your legal rights, the available remedy may include:

Repair.
Replacement.
Full refund.
Partial refund.
Reimbursement of reasonable return expenses.

The request in our Return and Refund Policy to report visible delivery damage within seven days helps us investigate carrier claims. It does not remove or reduce your statutory rights if you contact us later.

UK rules require refunds for goods that are faulty, not as described, or do not perform as expected, and traders cannot use their terms to exclude responsibility for faulty or misdescribed goods.

23. Exchanges

Eligible products may be exchanged within 30 calendar days of delivery, subject to availability.

Contact support@aurivia.store before returning a product for exchange.

You may be responsible for exchange delivery costs unless the original product was faulty, damaged, or incorrect.

Where the requested replacement is unavailable, we may offer an alternative or issue a refund.

24. Promotions and discount codes

Promotions and discount codes may be subject to separate conditions displayed with the offer.

Unless otherwise stated:

A promotion cannot be exchanged for cash.
Only one discount code may be used per order.
Discount codes cannot be applied retrospectively.
A promotion is valid only during the stated period.
A promotion may apply only to selected products or customers.
Delivery charges may be excluded.
Returned products may reduce or remove the promotional discount applied to an order.

We may withdraw or correct a promotion where it contains an obvious error or has been used fraudulently. We will not unfairly withdraw a promotion after a qualifying order has formed a binding contract.

25. Gift cards

Where Aurivia offers gift cards, additional terms displayed at purchase may apply.

Gift cards:

Cannot normally be exchanged for cash.
Must not be obtained or used fraudulently.
May not be resold without permission.
May be subject to an expiry date where clearly disclosed and legally permitted.

Your statutory rights are unaffected.

26. Customer accounts

You may be able to create an account, but account creation will not involve a charge unless this is clearly disclosed.

You are responsible for:

Providing accurate account information.
Keeping login details confidential.
Preventing unauthorised access to your account.
Informing us promptly of suspected misuse.

We may suspend or close an account where reasonably necessary to address:

Fraud.
Security threats.
Unlawful conduct.
Serious or repeated breaches of these Terms.
Abuse of returns, promotions, reviews, or payment systems.

Closing an account will not remove rights or obligations relating to orders already placed.

27. Product reviews and customer content

You may be permitted to submit reviews, photographs, testimonials, comments, or other content.

By submitting content, you confirm that:

It reflects your genuine experience or opinion.
It is accurate to the best of your knowledge.
You own the content or have permission to submit it.
It does not infringe another person’s rights.
It does not contain confidential personal information.
It is not unlawful, threatening, defamatory, discriminatory, obscene, or misleading.
You have disclosed any payment, gift, discount, or other incentive connected to the review.

You grant Aurivia a non-exclusive, worldwide, royalty-free licence to display, reproduce, format, and use submitted content for operating and promoting Aurivia, subject to our Privacy Policy and applicable law.

We may remove content that violates these Terms, but we will not suppress a genuine negative review merely because it is critical.

Reviews displayed as genuine customer reviews must come from actual customer experiences. Sample or placeholder review text must not be presented as verified customer feedback.

28. Acceptable use of the website

You must not:

Use the website for unlawful or fraudulent purposes.
Attempt to gain unauthorised access to the website or another account.
Introduce malware, viruses, or harmful code.
Interfere with website security or operation.
Use automated tools to scrape or overload the website without permission.
Submit false orders, payment disputes, returns, or reviews.
Copy or commercially exploit website content without permission.
Impersonate another person or misrepresent your identity.
Use the website in a way that infringes another person’s rights.

We may restrict access where reasonably necessary to protect customers, Aurivia, or the website.

29. Intellectual-property rights

Unless otherwise stated, the website and its contents—including text, product descriptions, graphics, logos, photographs, layouts, videos, and software—belong to Aurivia or its licensors and are protected by applicable intellectual-property laws.

You may use the website for personal, non-commercial shopping purposes.

You must not reproduce, distribute, modify, publish, sell, or commercially exploit our content without written permission, except where permitted by law.

30. Third-party links and services

Our website may contain links to third-party websites or services, including payment providers, delivery companies, and social-media platforms.

Third-party services are governed by their own terms and privacy policies.

Aurivia is not responsible for third-party content or services that are outside our control. This does not remove responsibility for a service provider where applicable law makes Aurivia responsible for its acts or omissions.

31. Privacy and cookies

Personal information is collected and processed according to our Privacy Policy.

Our website may use essential and non-essential cookies and similar technologies. Details about their purposes, providers, and duration should be provided in our Cookie Policy and cookie-preference tool.

Where required, non-essential analytics and advertising technologies will not be activated until you have given consent.

32. Our responsibility to consumers

We are responsible for losses that are a foreseeable result of our breach of these Terms or failure to use reasonable care and skill.

A loss is foreseeable where it was an obvious consequence of the breach or where both parties knew that it might occur when the contract was formed.

We are not responsible for losses that:

Were not foreseeable.
Resulted from inaccurate information supplied by you.
Were caused by your failure to follow reasonable product instructions.
Relate to business activity where you purchased solely as a consumer.

We do not exclude or restrict responsibility where doing so would be unlawful, including responsibility for:

Death or personal injury caused by negligence.
Fraud or fraudulent misrepresentation.
Faulty or misdescribed goods where liability cannot legally be excluded.
Breach of statutory consumer rights.
Any other liability that cannot legally be limited.

UK consumer terms cannot exclude responsibility for death, injury, faulty goods, misdescribed goods, or other mandatory consumer protections.

33. Business purchases

Unless we expressly agree otherwise, products on aurivia.store are offered primarily to consumers.

Where you purchase entirely for business purposes, consumer rights may not apply in the same way. Any business-specific liability terms must be agreed separately in writing.

Nothing in this section changes your status where you are legally purchasing as a consumer.

34. Changes to the website or these Terms

We may update the website or these Terms to reflect:

Changes to our business.
New products or services.
Changes to payment or delivery systems.
Security requirements.
Changes in law or regulation.
Corrections or clarifications.

The Terms applying to an order are normally those in effect when the order was placed.

We will not retrospectively change an agreed contract in a way that unfairly reduces your rights.

The latest version will be published with an updated revision date.

35. Suspension or closure of the website

We may temporarily suspend or permanently close all or part of the website for maintenance, security, technical, commercial, or legal reasons.

Closure of the website will not remove obligations relating to accepted orders, refunds, complaints, or existing legal rights.

Where reasonably possible, we will provide notice of significant planned disruption.

36. Severability

If a court or competent authority finds that part of these Terms is unlawful or unenforceable, the remaining provisions will continue to apply.

The invalid provision will be interpreted or adjusted only to the extent necessary to make it lawful and enforceable.

37. No waiver

If we do not immediately enforce a right under these Terms, this does not mean that we have waived that right.

A delay in taking action does not prevent us from taking action later.

38. Transfer of rights

We may transfer our rights and obligations under these Terms to another organisation as part of a legitimate business transfer or restructuring.

Such a transfer will not reduce your contractual or statutory rights.

You may transfer your rights under an order where the law permits or where we agree in writing.

39. Third-party rights

Unless expressly stated otherwise, a person who is not a party to a contract under these Terms does not have a right to enforce it.

This does not affect any right or remedy available independently under applicable law.

40. Governing law and disputes

These Terms are governed by the laws of England and Wales.

If you live in Scotland or Northern Ireland, you retain any mandatory legal protections available where you live and may bring proceedings in your local courts where applicable.

Customers outside the United Kingdom retain mandatory consumer protections provided by the laws of their country of residence where those protections apply.

Before beginning formal proceedings, please contact us so that we can try to resolve the matter.

41. Complaints

To make a complaint, contact:

Email: support@aurivia.store
Telephone: +44 7474 796427
Postal address: Office 8027, 321–323 High Road, Chadwell Heath, Essex, United Kingdom, RM6 6AX

Please include:

Your name.
Order number.
Contact information.
A description of the issue.
The outcome you are requesting.
Relevant photographs or documents.

We will review the complaint and respond within a reasonable period.

42. Contact us

Questions about these Terms or an order may be directed to:

Aurivia
Website: aurivia.store
Email: support@aurivia.store
Telephone: +44 7474 796427
Business address: Office 8027, 321–323 High Road, Chadwell Heath, Essex, United Kingdom, RM6 6AX

Customer-service hours: Monday to Friday, 9:00 AM–5:00 PM UK time—GMT in winter and BST in summer—excluding UK public holidays.

Model cancellation form

Complete and return this form only when you wish to cancel an eligible contract. You may also cancel by emailing support@aurivia.store with the same information.

To:
Aurivia
Office 8027, 321–323 High Road
Chadwell Heath
Essex
United Kingdom
RM6 6AX
support@aurivia.store

I hereby give notice that I cancel my contract for the sale of the following goods:

Product or products:

Order number:

Ordered on:

Received on:

Customer’s name:

Customer’s address:

Customer’s signature, only if submitted on paper:

Date: