Terms of service

SOUVANT — TERMS & CONDITIONS

Last updated: 20/11/2025

1. General Information

Welcome to Souvant. By using our website, placing an order, or engaging with our services, you agree to be bound by these Terms and Conditions. These terms govern your use of the website, the purchase of products, and any interaction with Souvant.

Business Name: Souvant
Business Address: 187 New Cheveley Road, Newmarket, Suffolk, CB8 8BX
Email: souvantco@gmail.com
Website: www.souvant.com
Governing Law: These Terms and Conditions are governed by UK law. Any disputes will be subject to the exclusive jurisdiction of UK courts.

1a. Contract Formation

A contract is formed once your order has been accepted and you receive an order confirmation email. Submitting an order on our website does not constitute acceptance.
We reserve the right to refuse or cancel any order prior to acceptance, including cases of suspected fraud, payment issues, or product unavailability.

2. Eligibility Requirements

To place an order with Souvant, you must:

  • Be at least 18 years old

  • Reside within the United Kingdom

  • Provide accurate and complete personal information

We reserve the right to refuse service to any individual or entity for reasons including (but not limited to):

  • Suspected fraud

  • Payment failure

  • Violation of our policies

User Responsibilities

By using our website, you agree not to:

  • Engage in unlawful or harmful behaviour

  • Attempt to gain unauthorised system access

  • Misuse or commercially exploit our content

  • Upload harmful code, malware, or viruses

Violations may lead to restricted access or termination of service.

3. Product Information

Availability

Most products are available year-round; seasonal products may appear temporarily.

Stock Limitations

Products are made by hand in small batches, which may occasionally result in limited availability.

Shipping Restrictions

We currently ship only within the United Kingdom.

Pricing

  • Prices are listed in GBP (£)

  • Souvant is not VAT registered

  • Prices may change without notice

Product Safety

All Souvant products comply with applicable UK home-fragrance safety guidelines. Safety instructions are provided on packaging and/or product pages. Customers must follow all usage instructions.

Accuracy of Information

We make every effort to ensure that all product descriptions, images, and pricing are accurate.
If errors occur, we may correct the information, revise your order, or cancel and refund the order.

Pricing Errors

If a product is listed incorrectly, we reserve the right to cancel the order and refund you in full.

4. Order Processing & Payment Methods

Accepted payment methods include:
Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Klarna, Shop Pay, Maestro, and Souvant-approved store credit.

Order Processing

  • Orders dispatch in 1–2 business days

  • Orders cannot be cancelled after fulfilment

  • Same-day dispatch is not guaranteed, even if ordered before mid-day

Order Confirmation

You will receive an email confirmation after placing an order. If not received, check your spam folder or contact us.

Fraud Prevention

We may request identity or address verification.
Orders failing verification may be cancelled and refunded.

5. Shipping & Delivery

We use Royal Mail as our primary carrier, with other services used when necessary.

Shipping Options

  • Standard (2–3 business days)

  • Standard Tracked (2–3 business days)

  • Standard Tracked + Signature (2–3 business days)

  • Express Tracked (1–2 business days)

  • Free UK shipping on orders over £35

Shipping Costs

Calculated at checkout based on weight and quantity.

Delivery Delays

External factors (weather, strikes, public holidays, peak seasons) may extend delivery times.

Non-Returnable Items

  • XXL Wax Melt Bars cannot be returned if broken in transit (due to their snap-bar design)

  • Opened, used, or non-defective items are not eligible for return

6. Returns & Refunds

Return Eligibility

You may return defective products within 14 days of delivery.

Eligible returns must be:

  • Unused and in original packaging

  • Accompanied by proof of purchase

Opened items may be returned only if defective.

Cooling-Off Period (Consumer Contracts Regulations)

You may cancel your order within 14 days of delivery, except for items that have been opened or used and cannot be resold (e.g., home fragrance goods).

Defect Assessment

Defects may include:

  • No scent throw (after testing)

  • Abnormal performance

  • Other functional issues

Cosmetic imperfections are not considered defects.

Refund Process

If a defect is confirmed, we will offer:

  • A refund

  • Or store credit

Refunds go to the original payment method.

Return Shipping

  • Defective items: We reimburse postage up to the amount originally paid

  • Non-defective items: Customer pays return costs

Damage in Transit

For non-XXL bars:

  • Contact us with photos immediately

  • We'll assess and offer a replacement, refund, or credit

7. Customer Support

Contact us via the Contact Us page.
We aim to respond within 2 business days.
Please include your order number and details.

8. Content Ownership

All website content is owned by Souvant and protected by copyright.
You may not reproduce, distribute, or modify any content without permission.

Limited Licence

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

Website Availability

We do not guarantee uninterrupted access.
Maintenance or external factors may cause temporary downtime.

9. Privacy & Data Protection

We comply with UK GDPR and the Data Protection Act 2018.
Please refer to our full Privacy Policy for detailed information.

Third-Party Services

We are not responsible for third-party websites or apps we link to.

10. Limitation of Liability

To the maximum extent permitted by law, Souvant is not liable for indirect, incidental, or consequential damages.
We are not responsible for:

  • Misuse of products

  • Failure to follow safety instructions

For defective goods, liability is limited to refund or replacement.

11. Force Majeure

We are not liable for delays or failures caused by events outside our control, including:

  • Natural disasters

  • Strikes

  • Carrier delays

  • Public holidays

  • Major disruptions

12. Legal References

Our policies comply with:

  • The Consumer Contracts Regulations 2013

  • The Sale of Goods Act 1979

  • The Consumer Rights Act 2015

These laws ensure your rights to quality goods and fair cancellation terms.

Changes to These Terms

We may update these terms at any time.
Updates will be posted on this page with a revised date.
Continued use of our website means acceptance of the updated terms.

Contact for Legal Notices

Email: souvantco@gmail.com
Website: www.souvant.com

Governing Language

These Terms & Conditions are written in English.
If any translation differs, the English version prevails.