Terms of service

Last updated 16 September 2026

These terms apply when you use the Chanara website or buy goods from us. Please read them before placing an order. Nothing in these terms limits rights that cannot lawfully be limited, including your statutory rights as a consumer.

Who we are

Chanara is a trading brand wholly owned and operated by Veermode Ltd, a company registered (10800447) in England and Wales. In these terms, “Chanara”, “we”, “us” and “our” mean Veermode Ltd trading as Chanara. Our business address is 21 Upminster Road South, Rainham, RM13 9YS, United Kingdom. You can contact us at customercare@chanara.co.uk.

Using our website

You may use our website only for lawful purposes. You must not misuse the website, interfere with its operation, attempt unauthorised access, introduce malicious code, copy content without permission or use the website in a way that infringes another person's rights.

We may update, suspend or withdraw any part of the website where reasonably necessary. Product images and colours may display differently depending on screens and lighting. We take reasonable care to describe products accurately, but small variations can occur in handmade, printed or personalised goods.

Products and availability

Products are subject to availability. We may limit quantities, withdraw products or decline an order where an item, material or design is unavailable, where pricing or product information contains an obvious error, or where we reasonably believe an order is unlawful, fraudulent or cannot be completed safely or to an acceptable standard.

Gift boxes may contain items from third-party brands. Where a listed item becomes unavailable, we will contact you or, if clearly stated on the product page, substitute an item of equal or greater value that is reasonably similar. We will not make a material substitution to a personalised order without your agreement.

Personalised products and artwork

You are responsible for checking all names, dates, spelling, sizes, colours, delivery details and other instructions before submitting an order or approving a proof. We will produce personalised goods using the information and artwork you provide or approve.

Where we send a digital proof, production will begin only after approval unless the product page or quotation says otherwise. Approval confirms that the layout, wording and design details are correct. Changes requested after approval or after production begins may not be possible and may incur additional charges.

You must have permission to use every logo, photograph, name, trademark, design or other material you supply. By supplying it, you confirm that our use of it to fulfil your order will not infringe another person's rights or break the law. We may refuse content that is unlawful, hateful, threatening, defamatory, obscene or otherwise inappropriate.

Minor differences in colour, placement, scale, texture and finish can arise from screens, print processes, materials and production tolerances. These differences are not faults where the product remains consistent with the approved design and description.

Orders and contract formation

After you place an order, we will send an acknowledgement. This confirms receipt but does not necessarily mean that we have accepted the order. A contract is formed when we send an order confirmation or begin production, whichever occurs first. If we cannot accept an order, we will tell you and refund any payment taken for that order.

For custom quotations, the quotation, approved proof and these terms together form the agreement. If a written quotation contains a specific term that conflicts with these general terms, the specific written term will apply to that order.

Prices and payment

Prices are shown in pounds sterling. The checkout will show the product price, any applicable taxes and delivery charge before you pay. We may change prices at any time, but changes will not affect an order already accepted, except where an obvious pricing error has occurred.

Payment must be made using a payment method available at checkout or stated in an approved quotation. Corporate or bulk orders may require a deposit or full payment before production. Any deposit and payment schedule will be stated in the quotation or invoice.

Delivery

Our usual delivery estimate is 3 to 5 working days, unless a product page, quotation or order confirmation gives a different timeframe. Working days exclude weekends and public holidays in England. Production time and delivery time may be separate, particularly for personalised, bulk, corporate and event orders.

Delivery dates are estimates unless we expressly agree a fixed date in writing. Bulk purchases, large quantities, complex personalisation, proof approval delays and peak periods may extend the timeframe. Please contact us before ordering if the date is essential.

We are responsible for goods until they are delivered to the address you supplied, or to a person or safe place authorised by you or the carrier's agreed delivery instruction. Please check the delivery address carefully. Additional costs caused by an incorrect or incomplete address may be charged to you where permitted by law.

Free delivery

Free standard delivery applies to eligible orders over £100 where the checkout states that the offer is available. The threshold is calculated after discounts and before any excluded surcharges. We may exclude non-mainland or specialist delivery locations if this is clearly shown before purchase. Express, timed, oversized or other upgraded delivery services may still carry a charge.

Cancellations and changes

Contact us as soon as possible if you need to change or cancel an order. We cannot guarantee changes once artwork has been approved, materials have been ordered or production has begun.

Consumers usually have a 14-day right to cancel eligible online purchases after delivery. This change-of-mind right does not apply to goods made to the consumer's specifications or clearly personalised. It also does not affect rights where goods are faulty, damaged, not as described or otherwise do not conform to the contract.

Returns refunds and faulty goods

Our Return and Refund Policy forms part of these terms. Eligible non-personalised goods may be cancelled within 14 days after delivery, and must then be returned within 14 days after you tell us. Personalised and custom-made products cannot be returned because you changed your mind.

If goods arrive damaged, contain a mistake made by Chanara, are faulty or are not as described, contact customercare@chanara.co.uk promptly with your order number and clear photographs where practical. We will provide an appropriate remedy in line with your legal rights, which may include repair, replacement, price reduction or refund.

Business and event orders

If you order wholly or mainly for business purposes, you are a business customer. Consumer cancellation rights do not apply to business contracts. Lead times, minimum quantities, deposits, proof approvals, staged deliveries, cancellation charges and other project-specific terms may be set out in a quotation.

Unless agreed otherwise in writing, you must inspect business orders promptly and notify us of any visible shortage, damage or production error within 3 working days after delivery. This notice period does not remove rights that cannot lawfully be excluded.

Intellectual property

The website and its original text, photographs, graphics, designs and branding belong to us or our licensors and are protected by intellectual property laws. Purchasing a product does not transfer ownership of our design files, templates or production methods.

We may photograph completed work for quality records. We will not use customer-supplied personal photographs, private event details or confidential corporate artwork in public marketing without an appropriate lawful basis or permission.

Liability

We do not exclude or limit liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or breach of rights that cannot be excluded under consumer law.

If you are a consumer, we are responsible for foreseeable loss or damage caused by our breach of these terms or failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable, for business losses, or for delays caused by events outside our reasonable control, subject always to your legal rights.

If you are a business customer, any project-specific liability terms in an accepted quotation apply. Otherwise, to the fullest extent permitted by law, we are not liable for indirect or consequential loss, loss of profit, revenue, business, opportunity, goodwill or anticipated savings.

Events outside our control

We are not responsible for a delay or failure caused by events outside our reasonable control. We will take reasonable steps to reduce the effect, keep you informed and resume performance when possible. If a substantial delay affects a consumer order, your legal rights may allow you to end the contract and receive a refund for goods not supplied.

Governing law

These terms are governed by the laws of England and Wales. If you are a consumer resident elsewhere in the United Kingdom, you retain any mandatory protections available in your home jurisdiction and may bring proceedings in the courts available to you under applicable law. Business customers agree that the courts of England and Wales have exclusive jurisdiction.

Contact

Questions about these terms or an order should be sent to customercare@chanara.co.uk or posted to Chanara, Veermode Ltd, 21 Upminster Road South, Rainham, RM13 9YS, United Kingdom.