How we move your order, and how we handle the details along the way.

1. Scope of this document

This Delivery & Logistics Policy applies to every order of B Complex Max placed through sornevo.info by Sornevo Health Ltd, a company registered in England and Wales, trading from 47 Briggate, Leeds, LS1 6HJ. It covers the entire fulfilment journey, from the moment an order request is submitted on our website through to the moment a parcel is signed for or paid for at the doorstep. It applies to customers located anywhere within the United Kingdom, including England, Scotland, Wales and Northern Ireland, and it should be read alongside our Terms of Use, Returns Policy and Privacy Policy, which together form the complete set of rules governing a purchase. Where this policy refers to "we", "us" or "our", it means Sornevo Health Ltd; where it refers to "you" or "your", it means the person placing or receiving the order. If any part of this policy conflicts with a specific written agreement we have made with you directly, that specific agreement will take precedence over the general terms set out here.

2. Delivery-related data we collect

To dispatch and track a parcel we necessarily collect a defined set of personal information: your full name, a contactable telephone number, your delivery address including postcode, and any delivery notes you choose to add, such as a safe place to leave a parcel or a preferred delivery window. During the phone confirmation call described in our ordering process, a member of our team will verify these details verbally and may make a short written note of the call outcome, for example "confirmed", "rescheduled" or "cancelled by customer". Once a parcel is handed to a courier, that courier generates its own tracking data, including scan events at depots, estimated delivery windows and, where applicable, a photograph or signature confirming delivery. We do not collect payment card numbers through our website at any stage, because payment is made directly to the courier or driver at the point of delivery, not through sornevo.info.

3. Legal basis for processing delivery data

We process delivery-related personal data primarily because it is necessary to perform a contract with you, or to take steps at your request before entering into that contract, in accordance with Article 6(1)(b) of the UK GDPR. Sharing your name, address and telephone number with a courier is not optional if you want a physical parcel delivered to a physical address; it is an unavoidable and proportionate part of fulfilling your order. Where we retain call notes or delivery exceptions for quality and dispute-resolution purposes, we rely on our legitimate interests under Article 6(1)(f), having weighed those interests against your right to privacy and concluded that a short, factual record is a fair and expected part of running a mail-order supplement business. We do not use delivery data for any automated decision-making or profiling that produces legal effects concerning you.

4. Retention periods for logistics records

Delivery address and phone confirmation notes linked to a completed order are retained for seven years from the date of dispatch, aligning with our general bookkeeping and tax retention practice under the Companies Act 2006 and HMRC guidance on business records. Courier tracking metadata, such as scan timestamps and depot locations, is generally retained by our courier partners for around eighteen months under their own retention schedules, after which it is deleted from their systems; we do not independently duplicate this tracking data beyond what is necessary to resolve an active delivery query. Where an order is cancelled before dispatch and never leaves our warehouse, the associated delivery details are deleted or anonymised within ninety days unless a complaint, chargeback or legal request requires us to keep them for longer. Delivery exception notes relating to a live dispute, such as a missing parcel investigation, are kept until that investigation is formally closed and for a further twelve months afterwards.

5. Your rights over logistics data

You have the right to ask us what delivery information we hold about a specific order, to ask us to correct an inaccurate address before dispatch, and to ask us to erase historic delivery records once any statutory retention period has passed. You can exercise these rights by emailing [email protected] with your order details or by telephoning +44 113 289 4708 during our working hours of Monday to Friday, 9:00 to 17:30. We will confirm receipt of your request within five working days and provide a full response within one calendar month, extendable by a further two months for complex requests, in which case we will explain the delay in writing. If you believe a delivery-related request has not been handled correctly, you also have the right to complain to the Information Commissioner's Office, details of which are set out in section 9 below.

6. Named third-party processors involved in delivery

To get a parcel from our Leeds warehouse to your door we work with established UK courier networks, principally Evri and DPD, either of which may be used depending on your postcode and parcel volume on a given day; both operate as independent data controllers for the tracking and delivery data they generate once a parcel is in their custody. Card payments taken by a driver at the point of delivery, where a customer chooses card over cash, are processed through the courier's own handheld card terminal provider and are never transmitted to or stored by Sornevo Health Ltd. Our website and order-request form are hosted on infrastructure provided by Vercel Inc., which stores form submissions securely before they are transferred into our internal order system. We maintain data processing agreements or equivalent contractual safeguards with each of these processors, and we do not sell delivery data to any third party for marketing purposes.

7. Cookies used on delivery-related pages

This delivery page itself uses only the cookies described in full in our separate Cookie Policy, which we summarise here for convenience. A strictly necessary session cookie, typically named sornevo_session, is set for the duration of your browser session to support basic site functionality and does not require consent. A preference cookie named cookie_consent, lasting twelve months, remembers whether you have already responded to our cookie banner so it is not shown repeatedly. If you follow an external tracking link provided by a courier after dispatch, that courier's own website will set its own cookies under its own cookie policy, which sornevo.info has no control over and which you should review separately if you have concerns.

8. International transfers of logistics data

Our courier partners, Evri and DPD, deliver exclusively within the United Kingdom for orders placed on sornevo.info, so day-to-day parcel data does not typically leave the UK. Our website hosting provider, Vercel Inc., operates a global infrastructure network and may process form-submission data on servers located outside the United Kingdom, including in the United States and the European Economic Area, as part of ordinary content-delivery operations. Where such a transfer occurs, it is carried out under the UK's International Data Transfer Addendum to the EU Standard Contractual Clauses, or under an equivalent adequacy mechanism recognised by UK law, ensuring that your personal data continues to receive a level of protection broadly equivalent to that required under the UK GDPR.

9. Complaints and contact procedure

If a parcel is late, damaged or has not been delivered as expected, please contact us first at [email protected] or +44 113 289 4708 so we can investigate directly with the relevant courier; we aim to open an investigation within two working days and to provide an update within five working days of your report. If your concern relates specifically to how your personal data was handled during delivery rather than the physical parcel itself, you may also write to our privacy contact at the same email address marking the subject line "Data Protection Query", and we will respond within one calendar month as described in section 5. Should you remain dissatisfied after our internal process has concluded, you have the right to lodge a complaint with the Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, telephone 0303 123 1113, without needing our permission to do so.

10. Delivery exceptions and re-delivery attempts

If nobody is available to accept a parcel, our courier partners will normally leave a card with re-delivery or collection-point instructions and will attempt a small number of further delivery attempts, typically up to three, before returning the parcel to a local depot or collection point for a limited holding period. We recommend providing a delivery note with any safe-place instructions at the time of ordering, since this often avoids a missed first attempt entirely. If a parcel is eventually returned to us as undeliverable after all courier attempts have been exhausted, we will contact you using the telephone number provided at checkout to arrange a second dispatch or, where appropriate, a refund in line with our Returns Policy.

11. Discreet packaging and parcel labelling

All B Complex Max orders are dispatched in plain, unbranded outer packaging with no external reference to the product contents, in line with the discreet-packaging commitment referenced throughout our site. The courier label itself will show only the recipient's name and address and a standard sender reference for Sornevo Health Ltd; it will not describe the product as a supplement, vitamin or health product on the outside of the parcel. This approach is a packaging and privacy courtesy rather than a legal requirement, and it applies uniformly to every order regardless of destination within the UK.

12. Changes to this policy

We review this Delivery & Logistics Policy periodically to ensure it continues to reflect our actual courier arrangements, retention practices and legal obligations. We will update the "last revised" date shown in the change log below whenever a substantive change is made, and where a change is material we will highlight it on this page for a reasonable period. Continuing to place orders with us after a revised version has been published constitutes acceptance of the updated policy, although we always encourage customers to review this page from time to time regardless.

13. Revision and change log

This document forms part of the contractual and data-protection information provided by Sornevo Health Ltd in connection with the sale of B Complex Max, a food supplement. It does not constitute medical or legal advice.