Refund policy

STRAVENA
Refund & Returns Policy
Operated by:  Lionheart TRD Limited  |  Company No. 16875695
Contact:  contacts@stravena.shop
Last Updated:  3 May 2026
Governing Law:  England and Wales

Quick Reference Summary
This table summarises your main options. Full conditions and procedures are set out in the sections below. This summary is for convenience only and does not replace the full policy. Below is a brief breakdown of different case scenarios and what we offer: 

- Item arrived damaged or defective: Free replacement or full refund. No return required in most cases. Report within 14 days of delivery.
- Wrong item sent: Free replacement or full refund. No return required. Report within 14 days of delivery.
- Change of mind — standard catalogue item: Return accepted within 14 days of delivery. Customer pays return shipping. Item is subject to inspection before a refund is approved. (See conditions and details in Section 3.1).
- Change of mind — bespoke/custom order: Not eligible for return or refund (see Section 4).
- Item lost in transit: We will investigate with our carrier. If confirmed lost, free replacement or refund issued.

1. About This Policy
This Refund & Returns Policy is issued by Lionheart TRD Limited, owner and operator of Stravena (Company No. 16875695, 17 King Edwards Road, Ruislip, London, HA4 7AE, United Kingdom).
Stravena operates a print-on-demand model: all products are produced by our fulfilment partners after an order is placed. Because each item is manufactured specifically in response to your order, we ask that you review your order carefully before completing your purchase.
This Policy sets out your rights regarding refunds, returns, and replacements. It does not limit your statutory rights under the Consumer Rights Act 2015 (UK) or equivalent applicable law. Your statutory rights always apply.

2. Product Categories: Standard vs. Bespoke
Whether a product is eligible for a change-of-mind return depends on the product type. We distinguish between two categories:

- Standard Catalogue Products: Pre-designed artwork (e.g. wall art prints, apparel) available to all customers. Any customer may order the same design. These are printed on demand but are not made to individual specification. Change-of-mind returns are accepted subject to the conditions in Section 3.
- Bespoke / Custom Orders: Items made to your individual specification — for example, where you have provided your own design, artwork, or specific instructions unique to your order. These are clearly identified as bespoke at the time of ordering. Change-of-mind returns are not accepted for bespoke orders (see Section 4).

If you are unsure whether a product is standard or bespoke, please contact us before placing your order at contacts@stravena.shop.

3. Change of Mind Returns — Standard Catalogue Products
You have the right to withdraw from your purchase of standard catalogue products without giving any reason within 14 calendar days from the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods. To exercise your right of withdrawal, you must inform us of your decision to cancel your order by a clear statement (for example, by email to contacts@stravena.shop). You may use a cancellation statement such as: “I hereby give notice that I cancel my contract of sale for the following goods: [order number / item description]”, but this is not mandatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the 14-day period has expired.
To be eligible, all of the following conditions must be satisfied:

3.1 Conditions for Acceptance
All four conditions below must be met. Returns that do not satisfy these conditions will not be accepted, or a deduction will be made from your refund to reflect the diminished value of the item.

- The return request must be submitted within 14 calendar days of the date of delivery. We cannot accept returns notified or received after this period. Once a return is approved, you have an additional 14 calendar period to send back your item.  Condition 1 — 
- No refund will be issued until we have physically received and inspected the returned item. Initiating a return request does not entitle you to a refund; the refund is issued only after receipt and inspection.  Condition 2 — 
- The item must be returned in the same condition in which it was delivered. You may handle the item to the extent necessary to establish its nature and characteristics. Any excessive handling resulting in diminished value may lead to a deduction. It should not have been worn, washed, used, or damaged by you. Any item returned in a used, worn, or damaged condition (including damage caused during return transit due to inadequate packaging) will be subject to a deduction reflecting the diminished value, up to and including the full value of the item.  Condition 3 — 
- The item must be returned in its original packaging, or in equivalent protective packaging of the same standard. Items returned without adequate packaging that arrive damaged will be treated as returned in diminished condition under Condition 3.  Condition 4 —
- The right of withdrawal does not apply to bespoke or custom-made products that are made to your specifications or clearly personalized (see Section 4). Condition 5 —  

3.2 Return Shipping
Return shipping is at your cost. We do not provide prepaid return labels for change-of-mind returns. We recommend using a tracked and insured service, as we cannot accept responsibility for items lost or damaged in return transit.

Return shipping costs are non-refundable. If a refund is approved, we will also refund the standard delivery cost originally paid (if applicable), but not any additional premium shipping options.

3.3 How to Initiate a Return
To initiate a return, you must contact us before sending the item back:
Email contacts@stravena.shop with subject line: "Return Request – Order #[your order number]".
Include your order number, the item(s) you wish to return, and your reason for return.
We will confirm whether the return is approved and provide our return address within 3 business days.
Do not send items back without first receiving confirmation from us — unannounced returns cannot be processed and may be refused.

3.4 Refund After Return
Once we receive and inspect the returned item, we will notify you of the outcome within 5 business days. If the return satisfies the conditions in Section 3.1:
A full refund of the item price will be issued to your original payment method within 14 calendar days of our receipt of the item.
If the item is returned in a condition that reflects use or damage beyond normal inspection handling, we will notify you of any deduction we intend to make before processing a partial refund. You will have the opportunity to dispute this assessment.

4. Bespoke and Custom Orders — No Change-of-Mind Returns
Bespoke orders are made to your individual specifications and are exempt from the statutory right of cancellation under the Consumer Contracts Regulations 2013 (UK) and equivalent EU law. By confirming a bespoke order, you acknowledge that you will not be entitled to a change-of-mind return or refund.

A bespoke order is one where you have provided your own design, artwork, or instructions that are specific to you and could not be resold to another customer. These products are clearly identified as bespoke at the point of purchase, and you will be asked to confirm your understanding of this condition at checkout.
Bespoke orders remain eligible for replacement or refund in the event of a manufacturing defect, damage in transit, or incorrect production — see Section 5.

5. Defective, Damaged, or Incorrect Items
If your item arrives in any of the following conditions, you are entitled to a free replacement or full refund regardless of whether the product is standard or bespoke:
The item is physically damaged (e.g. torn, cracked, broken) due to transit or manufacturing.
The item has a significant print defect (e.g. major misalignment, colour failure, incomplete print).
The wrong item was sent (wrong design, wrong size, wrong variant).
The item has a manufacturing defect not visible at the time of delivery but which becomes apparent within a reasonable period.

5.1 How to Make a Defect or Damage Claim
Email contacts@stravena.shop with subject line: "Defect/Damage Claim – Order #[your order number]".
Include your order number and a clear description of the issue.
Attach photographs showing the defect or damage clearly — front, back, and close-up where relevant.
Submit your claim within 14 calendar days of the date of delivery. Claims submitted after this period may not be eligible for investigation.

5.2 Outcome
We will review your evidence and respond within 5 business days. If your claim is approved:
We will arrange a free replacement (same item, same specification) at no additional cost to you, or
We will issue a full refund to your original payment method, at your choice.
In most cases, you will not be required to return the defective item. We may, however, request that you retain it pending further investigation, or that you return it if required by our fulfilment partner's quality review process.

6. Situations Not Eligible for Return or Refund
The following situations are not eligible for a return, replacement, or refund:
Change-of-mind returns on bespoke or custom orders (see Section 4).
Items returned outside the 14-day window without prior agreement from us.
Items returned without prior authorisation (see Section 3.3).
Minor variations in colour, shade, or print texture that fall within acceptable tolerances for print-on-demand production and do not constitute a defect.
Subjective dissatisfaction with a design that was accurately produced and matches the product listing — for example, disliking how a colour looks in person compared to a screen.
Damage caused by customer misuse, improper care, physical damage, or failure to follow care instructions.
Items lost, delayed, or undeliverable due to an incorrect or incomplete shipping address provided by the customer.
Items held or seized by customs authorities due to circumstances outside our control.

7. Orders Lost in Transit
If your tracking shows no movement for an extended period, or your order has not arrived within the estimated delivery window, please contact us at contacts@stravena.shop with your order number. We will liaise with our fulfilment partners and carrier to investigate.
If the order is confirmed lost by the carrier, we will offer a free replacement or a full refund at your choice. We are unable to raise a formal lost parcel claim until a minimum carrier investigation period has elapsed — typically 10–15 business days from the estimated delivery date for domestic orders, and longer for international shipments.

8. Your Statutory Consumer Rights
Nothing in this Policy limits or excludes any statutory rights you have as a consumer under the Consumer Rights Act 2015 (UK), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK), or equivalent laws in your country of residence. Your statutory rights always apply and take precedence over this Policy where there is any conflict.

In particular, under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you have the right to a repair, replacement, or refund regardless of the conditions set out in this Policy.

9. Policy Updates
We may update this Policy from time to time to reflect changes in law or our operational practices. The "Last Updated" date at the top of this document reflects the current version. Updates will not apply retrospectively to orders placed before the update date.

10. Contact Us
For all return requests, defect claims, and enquiries related to this Policy:

Email:  contacts@stravena.shop  (include your order number in all correspondence)
Post:  Lionheart TRD Limited, 17 King Edwards Road, Ruislip, London, HA4 7AE, United Kingdom
Company No.:  16875695

Lionheart TRD Limited  |  Company No. 16875695  |  contacts@stravena.shop
17 King Edwards Road, Ruislip, London, HA4 7AE, United Kingdom  |  Governed by English Law