Terms of Service
Last updated: 31 August 2026
Welcome to Plovena.
This website is operated by Plovena LTD. Throughout the site, "we", "us" and "our" refer to Plovena LTD.
These terms govern your use of plovena.com and any purchase you make from us. By visiting the site or placing an order, you agree to be bound by them, together with the policies referenced within.
They apply to everyone who uses the site — browsers, customers, and anyone contributing content.
Any new features or tools added to the store are also subject to these terms. We may update them by posting changes to this page; continued use after publication constitutes acceptance. Changes don't apply retroactively to orders already placed.
Our store runs on Shopify Inc., which provides the e-commerce platform. Your purchase contract is with Plovena LTD; Shopify is not a party to it.
1. Who we are
| Store name | Plovena |
| Company name | Plovena LTD |
| Address | Glass House, Bristol BS1 3BX, United Kingdom |
| support@plovena.com | |
| Phone | +44 117 952 9360 |
| Hours | Monday to Friday, 9:00 am–5:00 pm UK time |
| Response time | Within 1–2 working days |
2. Who can order
You must be at least 18, or have the consent of a parent or guardian.
An account isn't required — guest checkout is available. If you create one, the login is yours to protect, and activity under it is your responsibility.
You agree to provide accurate billing, delivery and contact details, and to keep them current so we can complete your order and reach you when needed.
You may not use our products for any unlawful purpose, breach any applicable law including copyright law, or transmit viruses or other malicious code. Doing so results in immediate termination of access.
3. Products, prices and availability
We make every reasonable effort to ensure prices, images and descriptions are accurate. Display varies by device and monitor, so we can't guarantee that a product image matches the item exactly. Dimensions and specifications are approximate unless stated otherwise.
Descriptions, availability and pricing may change at any time. We may discontinue a product or limit quantities per person, household or order.
All prices are shown in pounds sterling and include VAT at the applicable rate. The total displayed at checkout is the total you pay — nothing further is collected on delivery.
Price changes don't affect orders already accepted. Obvious pricing and typographical errors aren't binding on us; where one affects your order, we'll contact you and you may proceed at the corrected price or cancel that item for a full refund.
4. How an order becomes a contract
Submitting an order is an offer to buy. You'll receive a confirmation email setting out your order and payment method.
The contract is formed when we accept your order and confirm dispatch.
We may decline an order where the item is out of stock, payment authorisation can't be obtained, we've identified a pricing or description error, a fulfilment issue prevents completion, or we reasonably suspect fraud. Where payment has been taken and we decline, we refund in full.
Resale. Products purchased from Plovena may not be resold on third-party marketplaces such as Amazon or eBay without our written consent.
5. Payment
Payment is taken when you place your order, using the methods shown at checkout.
We use industry-standard SSL/TLS encryption, and payments are processed by a PCI-DSS compliant provider. We don't store full card details.
By purchasing from us, you authorise us to obtain and verify payment information, including from your card issuer where necessary, to confirm identity and authorise the transaction.
If a payment is declined or reversed, we may cancel the order.
6. Processing and delivery
Orders are typically processed within 1–2 working days, Monday to Friday, excluding public holidays. You'll receive a tracking number by email once your order is dispatched.
Full delivery timeframes are in our Shipping Policy, which forms part of these terms.
Risk of loss passes to you on delivery — not when the parcel is handed to the carrier. If your order arrives damaged or doesn't arrive at all, contact us and we'll resolve it.
Tracking can take 24 to 48 hours to show its first scan. A quiet tracking page in the first day or two doesn't mean anything has gone wrong.
Where we can't dispatch within 30 days of purchase, we'll contact you and you may choose to wait for a revised date or cancel for a full refund.
7. Delivery problems
If tracking shows your parcel as delivered but you don't have it, check the usual places first — neighbours, a porch, a building mailroom. Couriers sometimes scan a parcel before the final handover.
If it hasn't appeared within 48 hours, contact us. We'll open an investigation with the courier and work with you on a resolution. You don't need to chase them yourself.
Address accuracy is your responsibility at checkout. Because we process orders quickly, there's a limited window to change an address — email us as soon as possible and we'll amend it if the order hasn't been dispatched.
If a parcel returns to us because the address was incorrect or incomplete, we'll reship it or refund you in full — your choice, at no additional cost.
8. Your right to cancel
As a consumer you have a statutory right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, beginning the day after you receive the goods.
We voluntarily extend this to 30 days. You may cancel within 30 days of delivery, for any reason, without giving one.
This right applies to sale and promotional items on exactly the same terms as full-price items.
To cancel: email support@plovena.com with your order number, or use the form in section 10. We'll reply within 1–2 working days with the return address. Send the goods back within 14 days of telling us.
Refunds: we refund the full amount, including the standard delivery cost, within 14 days of receiving the goods back or of you providing evidence they were sent.
Return postage is yours where you've changed your mind, and ours where the item is faulty, damaged or incorrectly supplied.
You can also cancel free of charge at any point before dispatch — email us with your order number. Because we dispatch quickly, it isn't always possible to intercept an order.
Full details are in our Refund Policy.
9. Faulty or misdescribed goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
Where they aren't, you have a 30-day right to reject for a full refund. After 30 days you may ask for a repair or replacement; where that fails or isn't possible, you may claim a price reduction or a final right to reject.
These rights run for up to six years from purchase. Any manufacturer's guarantee is additional protection, never a replacement.
Contact us at support@plovena.com with your order number and photographs where possible. Where a claim is upheld, we cover postage.
10. Model cancellation form
Complete this only if you wish to exercise your statutory right to cancel. An email works just as well.
To: Plovena LTD, Glass House, Bristol BS1 3BX, United Kingdom support@plovena.com
I hereby give notice that I cancel my contract of sale for the following goods:
________________________________________
Ordered on: ______________ Received on: ______________ Order number: ______________
Consumer's name: ______________________ Consumer's address: ______________________
Signature: ______________________ (paper submissions only)
Date: ______________
11. Accuracy of site information
We're not responsible for information on this site that's inaccurate, incomplete or outdated. Content is provided for general information and shouldn't be relied on as the sole basis for a decision.
The site may include historical information, provided for reference only. We may update content at any time without an obligation to notify you.
12. Third-party tools and links
We may give you access to third-party tools that we don't monitor or control. These are provided "as is", without warranty, and used at your own discretion and risk.
Our site may link to third-party websites. We're not responsible for their content, accuracy or practices. Complaints about third-party products go directly to that party.
13. Your submissions
If you send us comments, feedback, photographs or videos, you grant us a non-exclusive, royalty-free licence to use, edit, publish and distribute that content. We have no obligation to keep submissions confidential or to respond.
You're responsible for the accuracy and legality of anything you submit. It must not infringe anyone's rights, contain unlawful or obscene material, or include malicious code.
We may remove content we consider unlawful, offensive or otherwise objectionable.
14. Intellectual property
All content on this site — text, images, product photography, logos and design — belongs to Plovena LTD or its licensors. You may not reproduce, distribute, modify or use it commercially without our written permission.
15. Privacy
Personal information is handled in accordance with our Privacy Policy.
16. Errors and corrections
Our site may occasionally contain typographical errors or inaccuracies relating to product details, pricing or availability.
We may correct such errors and update or cancel affected orders, including after you've placed one. Where we cancel for this reason, we refund in full.
17. Site availability
We may modify or discontinue any part of the service at any time.
We're not liable if the site is unavailable at any time or for any period, whether for scheduled or unscheduled maintenance.
Your content, excluding payment card details, may be transmitted across various networks and adapted to meet technical requirements. Payment card data is always encrypted in transit.
18. Our responsibility to you
Nothing in these terms excludes or limits our liability where it would be unlawful to do so. That includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your statutory rights under the Consumer Rights Act 2015, and for anything else that cannot lawfully be excluded.
Where we fail to comply with these terms, we're responsible for loss or damage that is a foreseeable result of our breach or of our failure to use reasonable care and skill. We're not responsible for loss that isn't foreseeable.
Our total liability arising from any order is limited to the amount you paid for that order.
Our products are supplied for personal and domestic use. Where it may lawfully be excluded, we're not responsible for business losses.
19. Indemnity
To the extent permitted by law, you agree to indemnify Plovena LTD and its officers, employees, agents and service providers against reasonable claims and legal costs arising from your breach of these terms, your breach of any law, or your infringement of a third party's rights.
20. Events outside our control
We're not responsible for delays or failures caused by circumstances beyond our reasonable control, including severe weather, courier disruption, industrial action, technical failures or government action.
Nothing in this section removes statutory rights relating to delayed or failed delivery.
21. Complaints and dispute resolution
If something goes wrong, contact us at support@plovena.com. We respond within 1–2 working days and aim to resolve complaints within 14 days.
Where we can't resolve a complaint to your satisfaction, you may be able to refer it to an alternative dispute resolution provider. We are not currently a member of an ADR scheme. That doesn't affect your right to bring a claim through the courts, or to seek free advice from Citizens Advice (citizensadvice.org.uk, 0808 223 1133).
22. General
If any provision of these terms is found unenforceable, the remainder continues in full effect. Our failure to enforce a provision doesn't waive our right to enforce it later.
These terms, together with our Refund Policy, Shipping Policy and Privacy Policy, form the entire agreement between us.
23. Governing law and jurisdiction
These terms, and any contract made through our website, are governed by the laws of England and Wales, and disputes will be brought before the courts of England and Wales.
If you live in Scotland or Northern Ireland, you may also bring proceedings in your own jurisdiction.
Nothing in these terms limits any mandatory consumer protection available to you under UK law.
24. Contact
Plovena LTD
Address: Glass House, Bristol BS1 3BX, United Kingdom
Email: support@plovena.com
Phone: +44 117 952 9360
Business hours: Monday to Friday, 9:00 am–5:00 pm UK time