Terms & Conditions

1. Agreement

These terms govern every purchase from VORQENA Ltd ("we", "us", "our"). By placing an order you accept these terms together with our Privacy Policy and Shipping & Returns pages.

2. Products & made-to-order nature

Every VORQENA product is crafted to order after purchase. Because wood is a natural material, minor variations in grain, colour and tone between pieces are inherent to the craft and are not defects. Photographs are representative; the dimensions listed on each product page are the accurate specification.

3. Personalisation

You are responsible for the spelling and content of engraving text. We send an engraving proof by email within 24 hours of your order; please review it carefully, as production begins on your approval (or automatically after 48 hours if not reviewed). Where your message contains offensive language, we may refuse the order with a full refund.

4. Pricing & currency

Prices are shown in your selected currency and include the VAT/GST applicable to us. Prices may change between visits but never after you place an order. Occasional errors can occur — if a price is clearly incorrect we'll refund you and offer the correct price before proceeding.

5. Payment

We accept Visa, Mastercard, PayPal, Apple Pay and Shop Pay. All payments are processed securely by PCI-DSS compliant providers. Your card details are never stored by us.

6. Shipping & delivery

Delivery dates shown at checkout are estimates, not guarantees. We ship worldwide with tracking. Risk and ownership of goods pass to you on delivery. For full detail see our Shipping & Returns page.

7. Returns & refunds

Standard (non-personalised) items may be returned within 30 days for a full refund. Personalised items are crafted for you and cannot be returned for change of mind, but are protected by our damage-and-defect remake guarantee. Refunds are issued to the original payment method.

8. Handmade guarantee

Every VORQENA piece is covered by our lifetime craftsmanship promise for defects caused by our workshop. We'll repair or remake any piece whose joinery or finish fails under normal use — free of charge, forever.

9. Intellectual property

All content on this site — text, photography, designs and the VORQENA brand — is our property or licensed to us. You may not reproduce it without permission.

10. Limitation of liability

Nothing in these terms limits liability for death, personal injury, or fraud. To the extent permitted by law, our total liability for any claim is limited to the amount you paid for the relevant product.

11. Governing law

These terms are governed by the laws of England and Wales. Any dispute is subject to the non-exclusive jurisdiction of the English courts.

12. Contact

Questions about these terms: care@vorqena.com · 17 Willow Lane, England, United Kingdom.