Refund & Returns Policy

Last updated: 15 July 2026

At More Zen. Less Chaos, we want you to feel confident when shopping with us. This policy explains how cancellations, returns, refunds, damaged products and incorrect orders are handled.

Your purchase is made directly from More Zen. Less Chaos, even when an order is prepared and dispatched by one of our third-party fulfilment partners.

Please contact us before returning any product. Do not send an item to the address printed on the parcel, as this may not be the correct returns location.

Your Right to Cancel

For most products purchased online, UK customers have the right to change their mind and cancel their order.

You must tell us that you wish to cancel within 14 days of receiving your order. You do not need to provide a reason.

After notifying us, you normally have a further 14 days to return the product.

To request a cancellation or return, email:

hello@morezenlesschaos.com

Please include:

your full name;
your order number;
the product you wish to return;
the date it was received; and
the reason for the return, where applicable.

A reason is not required for a standard change-of-mind cancellation, but it may help us improve our products and service.

Orders Containing Several Products

If your order arrives in more than one parcel, the cancellation period normally begins after you receive the final product or parcel included in that order.

Where products are treated as separate orders, the cancellation period may apply separately to each delivery.

Before Returning a Product

You must contact us and wait for return instructions before sending anything back.

Our products may be fulfilled by different suppliers and warehouses. The correct return address therefore depends on the specific product and order.

Once your return request has been approved, we will provide:

the authorised return address;
any return label or reference provided for that order;
packaging instructions; and
the deadline for sending the item.

The product will normally be returned to the supplier’s approved returns warehouse. This may be a UK, European or international warehouse depending on the order.

Do not return the product to our Manchester business address or to the sender’s address shown on the parcel unless we have specifically instructed you to do so. Sending an item to an unauthorised address could delay or prevent your refund.

Condition of Change-of-Mind Returns

You may inspect a product in the same way that you reasonably could in a physical shop.

Returned products should be:

unused beyond what is reasonably necessary to inspect them;
complete, with all parts and accessories;
returned with manuals, cables and included items;
securely packaged to prevent damage; and
in their original packaging where reasonably possible.

You may handle the product to establish its nature, characteristics and function. However, we may reduce the refund if the product has lost value because it was handled more than reasonably necessary.

Original packaging is helpful but does not automatically determine whether you have a legal right to return a product.

Return Postage for Change-of-Mind Returns

Although we offer free standard delivery on original UK orders, this does not automatically include free return postage.

For a standard change-of-mind return, you will normally be responsible for the direct cost of returning the product unless:

we agree otherwise;
a prepaid return service is available for that particular order; or
the product is faulty, damaged, incorrect or not as described.

The return method and possible cost will depend on the product and approved returns warehouse. We will explain this before you send the item.

We recommend obtaining proof of postage and retaining it until your refund has been completed.

Faulty, Damaged or Defective Products

Please contact us as soon as reasonably possible if a product:

arrives damaged;
does not work correctly;
is missing parts;
is not of satisfactory quality;
is not fit for its ordinary purpose; or
does not match its description.

Email hello@morezenlesschaos.com with:

your order number;
a clear explanation of the issue;
photographs or video showing the fault or damage;
photographs of the packaging and delivery label where possible; and
details of any missing parts.

We may ask you to complete reasonable troubleshooting steps or provide further evidence so that we can understand the problem.

Depending on the circumstances and your legal rights, we may offer:

a replacement;
a repair;
a full or partial refund; or
another appropriate resolution.

Where an item is confirmed as faulty, damaged, incorrect or not as described, you will not be required to bear unreasonable return costs.

Your rights are against More Zen. Less Chaos, not against the supplier, manufacturer or delivery carrier.

Short-Term Right to Reject Faulty Goods

Under UK consumer law, customers may have a short-term right to reject goods that are faulty, not as described or not of satisfactory quality.

This right generally applies during the first 30 days after delivery. After that period, repair or replacement rights may apply before a final refund becomes available, depending on the circumstances.

Nothing in this policy limits your statutory rights.

Incorrect Product, Colour, Size or Variation

Please provide photographs showing:

the product received;
its colour, size or variation;
the packaging label; and
any identifying product information.

Do not use or return the product until we have provided instructions.

Where we have supplied the wrong item, we will arrange an appropriate replacement, refund or return process without charging you unreasonable return costs.

Products Lost in Transit

If your order has not arrived within the estimated delivery period, please contact us so that we can investigate with the carrier and fulfilment partner.

A delayed parcel is not automatically considered lost.

If the parcel is confirmed as lost, we will normally offer:

a replacement at no additional charge; or
a full refund.

Please see our separate Delivery Policy for more information about delivery times and delayed orders.

Refund Amounts

For an eligible cancellation, we will normally refund:

the amount paid for the returned product; and
the cost of the least expensive standard delivery option offered at checkout, where applicable.

Because More Zen. Less Chaos currently offers free UK standard shipping, there will usually be no separate original delivery charge to refund.

Optional upgraded or express delivery costs may not be fully refunded beyond the cost of standard delivery.

We may make a reasonable deduction where the product’s value has been reduced by handling beyond what was necessary to inspect it.

When Refunds Are Issued

For change-of-mind returns, we may wait until:

we have received the returned product; or
you provide acceptable evidence that it has been sent back, whichever happens first.

Refunds will normally be issued within 14 days of that point.

Where no product was supplied, a refund will normally be issued within 14 days after you notify us of the cancellation.

Refund Method

Refunds will normally be made to the original payment method used for the order.

Depending on your bank, card provider or payment service, it may take several additional business days for the refund to appear in your account after we have processed it.

We are not responsible for processing delays caused by your payment provider.

Exchanges

We may be able to offer an exchange where:

the wrong product was supplied;
the product is faulty;
an alternative size, colour or variation is available; or
we agree to an exchange as an alternative to a refund.

Because products may be fulfilled by different suppliers, a direct exchange is not always practical. In some cases, we may ask you to return the original product for a refund and place a new order separately.

Products That Cannot Normally Be Returned for a Change of Mind

The right to cancel may not apply, or may be lost, for certain products permitted by UK law, including:

products made to your specifications or clearly personalised;
goods that deteriorate or expire rapidly;
sealed products that are unsuitable for return for health-protection or hygiene reasons once unsealed;
sealed audio, video or software products once unsealed; and
digital content once downloading or access has begun with your prior consent.

Hygiene-sensitive products may include certain opened personal-care items, products worn directly against the skin, mouth-contact products or other sealed wellness products.

This exclusion does not remove your rights where a product is faulty, damaged, unsafe or not as described. UK guidance recognises limited exceptions to online cancellation rights, including sealed hygiene-sensitive products once unsealed.

Personal-Care and Hygiene-Sensitive Products

Some More Zen. Less Chaos products are intended for personal use, including sleep masks, headbands, beauty tools, foot-care products and body-comfort accessories.

Where such a product has been supplied in sealed packaging, the change-of-mind return right may be lost once that seal has been broken if the item is genuinely unsuitable for return for hygiene or health-protection reasons.

This exception will not be applied simply because a product has touched the body. Its use will depend on the nature of the product, its packaging and applicable consumer law.

Please contact us before opening a product if you are unsure whether it can be returned.

Used Products

We cannot normally accept a change-of-mind return for a product that has been extensively used, washed, damaged, altered or contaminated.

However, each request will be assessed fairly. We will not refuse a valid statutory return merely because the packaging was opened or the product was reasonably inspected.

Faulty-product rights continue to apply even where an item has been used to discover the fault.

Refused and Unauthorised Returns

Please do not refuse delivery or return an item without contacting us first.

A refused parcel may be returned to the wrong warehouse, become lost in transit or incur additional charges.

We cannot guarantee a refund for an unauthorised return sent to:

the address printed on the parcel;
our general business address;
the manufacturer;
a supplier’s public address; or
any address not provided by us for that specific return.

This does not remove your statutory rights, but it may delay our ability to locate the product and process your refund.

Return Packaging and Proof of Postage

You are responsible for packaging a return securely unless we arrange collection.

Where reasonably possible:

use the original packaging;
include all components and accessories;
remove or cover old delivery labels;
use the approved return reference; and
retain proof of postage and tracking.

We cannot accept responsibility for customer-arranged returns lost or damaged because they were inadequately packaged or sent using an unsuitable method.

Promotional and Discounted Products

Products purchased during a promotion, sale or with a discount code remain covered by this policy and applicable consumer law.

Any refund will normally reflect the amount actually paid for the returned product after discounts.

If a discount depended on a minimum order value, returning part of the order may affect the discount applied to the remaining products where legally permitted and clearly disclosed.

Gifts

If a product was purchased as a gift, refunds will normally be returned to the original purchaser and original payment method.

We may offer an exchange or store credit where appropriate, but this is not guaranteed.

Supplier Return Arrangements

Some of our suppliers may provide extended return windows, prepaid return labels or other protections for particular products.

These supplier arrangements help us manage orders behind the scenes, but they do not form a separate contract between the customer and the supplier.

Unless clearly stated on our website, supplier-specific benefits such as 90-day free returns are not automatically offered as a blanket customer promise by More Zen. Less Chaos.

Our responsibility to you is governed by this policy and your statutory consumer rights.

Abuse of the Returns Process

We reserve the right to investigate suspected misuse of the returns process, including:

returning a different item;
deliberately damaging a product;
repeatedly claiming that delivered parcels were not received;
altering proof of purchase or photographs; or
returning products after extensive use as though they were unused.

This does not affect genuine customers exercising their legal rights.

How to Request a Return or Refund

Email: hello@morezenlesschaos.com

Use the subject line:

Return Request – Order [your order number]

Include:

your full name;
your order number;
the product concerned;
the date received;
whether it is a cancellation, fault, damage or incorrect item;
photographs or video where relevant; and
your preferred resolution.

We will review your request and provide the correct instructions for that specific order.

More Zen. Less Chaos
Manchester, United Kingdom
Email: hello@morezenlesschaos.com

Nothing in this Refunds and Returns Policy excludes, restricts or replaces your statutory rights under UK consumer law.