Refunds, Returns & Membership Cancellation Policy
Peaceful Moments
Last updated: 30 October 2026 Website: https://peacefulmoments.co.uk Customer Support: orders@peacefulmoments.co.uk
1. Our Commitment to You
At Peaceful Moments, we believe that every purchase should bring a little more peace, comfort and joy into everyday life.
We carefully select our products to support mindfulness, wellbeing and peaceful living. We want you to feel confident and cared for throughout your shopping experience.
We understand that sometimes an item may not be quite what you expected, circumstances may change, or something might go wrong during delivery.
When that happens, we are here to listen, understand and help.
This policy explains how returns, refunds, exchanges, cancellations and membership refunds are handled.
Your statutory consumer rights are always respected and remain unaffected by our arrangements with suppliers and fulfilment partners.
2. Your 14-Day Right to Cancel
Under the UK Consumer Contracts Regulations 2013, customers purchasing most physical products online have the right to cancel their purchase without providing a reason.
You have 14 calendar days from the day after receiving your order to inform us that you wish to cancel.
Where an order contains multiple items delivered separately, the cancellation period generally begins the day after the final item is received.
To request a cancellation, please contact:
Please include:
- Your order number.
- Your name and email address.
- The product or products you wish to return.
You are not required to explain why you wish to cancel.
After notifying us, you have a further 14 calendar days to send the eligible products back.
Certain statutory exceptions may apply, as explained in Section 7.
3. Returning Unwanted Products
If you change your mind about a product, you may return it in accordance with your statutory cancellation rights.
We kindly ask that:
- Products are handled with reasonable care.
- All supplied accessories and components are included.
- Products are securely packaged for their return journey.
- Original packaging is included wherever reasonably possible.
You are entitled to inspect and handle products as you would in a physical shop.
Where handling exceeds what is reasonably necessary to establish the product's nature, characteristics and functioning, a lawful deduction may be made for any resulting reduction in value.
Return Shipping Costs
If you change your mind about a purchase, you will be responsible for the direct cost of returning eligible products.
Return postage costs will depend on the size, weight and shipping service selected.
We recommend using a tracked postal service and keeping proof of postage.
Please contact us at orders@peacefulmoments.co.uk so we can provide the appropriate return address and instructions.
Some products are dispatched by our fulfilment partners, and their return addresses may differ from the original dispatch address.
Please do not assume the return address is the same as the one shown on your delivery packaging.
If you have already notified us of a valid cancellation, a delay in receiving return instructions from us will not remove your statutory rights.
Inspection and Video Recording of Returned Products
To ensure fairness, transparency and the accurate handling of returns, Peaceful Moments reserves the right to photograph or video-record the opening, unpacking and inspection of returned parcels.
Such recordings may be used solely to document the condition of returned items, verify their contents, identify any damage or missing components, and help prevent or resolve potential disputes regarding returns and refunds.
Recordings will focus on returned products and their packaging. We will take reasonable steps to avoid capturing unnecessary personal information.
Any recordings will be handled securely, accessed only by authorised persons and retained only for as long as reasonably necessary for these purposes, in accordance with applicable UK data protection legislation.
Where recordings contain personal information, their processing is explained in our Privacy Policy, including the applicable lawful basis, retention principles and customers' data protection rights.
Recordings will not be published or used for advertising.
4. Damaged, Faulty, Missing or Incorrect Products
We take great care in selecting our products and working with reliable fulfilment partners.
Nevertheless, we understand that occasionally something may go wrong.
If your order arrives damaged, faulty, incomplete or incorrect, please contact us as soon as reasonably possible.
For faster assistance, we encourage you to report visible damage or incorrect items within 48-hours of delivery, where practical.
Please contact:
Include:
- Your order number.
- The product name.
- A brief explanation of the problem.
- Photographs of the item or packaging, where reasonably available.
Depending on the circumstances and your statutory rights, we will arrange an appropriate remedy, which may include:
- A replacement product.
- A repair, where appropriate.
- A partial refund.
- A full refund.
5. Your Rights Regarding Faulty Goods
Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose and as described.
6. Refund Processing and Delivery Charges
We aim to make the refund process as straightforward and transparent as possible.
Change-of-Mind Refunds
Where you exercise a valid statutory cancellation right, we will issue your refund within 14 calendar days of:
- Receiving the returned products; or
- Receiving satisfactory evidence that you have sent the products back;
whichever occurs earlier.
If no goods need to be returned, the applicable statutory refund deadline will be observed.
Refunds will normally be issued to the original payment method.
Original Delivery Charges
When you cancel an entire eligible order, we will refund the standard outbound delivery charge where applicable.
If you selected premium or express delivery, we are not normally required to refund any additional cost above our standard delivery option.
Partial order cancellations are ineligible for a delivery fee refund.
Return Postage
For a change-of-mind return, you are responsible for the direct return shipping cost.
For faulty, damaged or incorrectly supplied goods, we will cover reasonable necessary return expenses where legally required.
Refund Deductions
We do not charge administration or restocking fees for cancellations made under statutory consumer rights.
However, where returned goods show signs of handling or use beyond what is reasonably necessary to establish their nature, characteristics and functioning, Peaceful Moments reserves the right to make a reasonable deduction from the refund to reflect any resulting loss in value, in accordance with Regulation 34 of the Consumer Contracts Regulations 2013.
Any deduction will be assessed individually, based on the actual condition of the returned product and the demonstrable reduction in its value.
7. Products Excluded from Change-of-Mind Returns
Certain products are excluded from the standard 14-day cancellation right under UK consumer legislation.
Depending on the product and circumstances, these may include:
Personalised Products
Products made to your individual specifications or clearly personalised, such as custom-engraved items.
Hygiene and Personal Care Products
Products supplied sealed for health protection or hygiene reasons which are unsuitable for return once unsealed.
These may include certain cosmetics and personal care products.
Perishable Products
Products liable to deteriorate or expire rapidly.
Other Statutory Exceptions
Other products specifically excluded from cancellation rights under applicable legislation.
Where a statutory exclusion applies, we aim to make this clear before purchase.
These exclusions apply to change-of-mind returns only. They do not remove your statutory rights concerning faulty, damaged or incorrectly described goods.
8. Handmade Products and Natural Variations
Many products at Peaceful Moments celebrate traditional craftsmanship and natural materials.
Singing bowls, incense holders, wooden accessories, gemstones and handmade decorations may display slight variations in:
- Colour and texture.
- Natural grain or markings.
- Stone patterns.
- Handcrafted finishes.
- Fragrance characteristics.
- Appearance and dimensions within stated tolerances.
These differences may be part of the individual character of a handmade or naturally sourced item.
Minor variations consistent with the product description and reasonable expectations are not necessarily defects.
However, if a product is materially different from its description, faulty or otherwise fails to meet the requirements of UK consumer legislation, your statutory rights remain fully protected.
9. Missing Deliveries and Lost Parcels
If your order has not arrived within the estimated delivery period, please contact us at:
Please provide your order number and delivery information.
We will investigate the matter with our fulfilment and delivery partners.
Unless otherwise agreed, goods should normally be delivered within 30 days of entering into the contract.
If your order is lost in transit or is not delivered in accordance with your legal rights, we will arrange an appropriate replacement or refund.
Peaceful Moments remains responsible for your order until the goods come into your physical possession or the possession of a person you have identified to receive them, subject to applicable legal exceptions.
You will not be required to pursue our courier or supplier directly.
10. Exchanges
If you would prefer an alternative product rather than a refund, we will be happy to explore the available options.
Please contact:
Change-of-mind exchanges depend on product availability and the applicable return conditions.
Where an exchange is not possible, you may return eligible goods under your statutory cancellation rights and place a new order.
Your legal rights regarding faulty or incorrectly supplied goods remain unaffected.
11. Our Fulfilment Partners
Peaceful Moments works with carefully selected independent suppliers and fulfilment partners, some products may therefore be dispatched directly from our fulfilment partners to your delivery address.
However, your purchase is made from Peaceful Moments.
Peaceful Moments remains your point of contact and is responsible for handling your consumer rights, eligible returns, refunds and order-related concerns.
Our suppliers' commercial return conditions do not override your statutory consumer rights.
Return addresses may vary depending on the product and fulfilment arrangements.
We will provide the appropriate return instructions when you contact us.
12. Cancelling an Order Before Dispatch
If you wish to cancel an order before it is dispatched, please contact us as soon as possible.
We will make reasonable efforts to stop the order before shipment.
If your order has already been dispatched, we are not be able to stop the delivery.
Special rules may apply to personalised or custom-made products.
13. Annual Membership – Cancellation and Refunds
At Peaceful Moments, we believe mindfulness should be a personal choice, never an obligation.
We understand that circumstances change and that our members may wish to continue their journey in different ways.
13.1 Annual Membership Price
Our paid annual membership costs £40 per year, payable upfront.
This represents a discounted annual rate compared with our standard membership reference value of £5 per month, equivalent to £60 over 12 months.
The annual membership therefore represents a £20 saving compared with that reference value.
The £5 monthly amount is a reference rate rather than a separate monthly membership plan currently offered for purchase.
13.2 Cancelling Your Membership
You may request cancellation of your annual membership at any time.
You may choose to:
- Cancel future renewal while retaining access until the end of your existing paid membership period; or
- Request early termination and an applicable refund for unused membership time.
13.3 Voluntary Early Termination Refunds
Outside any applicable statutory cancellation or refund rights, our voluntary early termination arrangement is calculated using the standard monthly reference value, subject to applicable consumer law.
Where this arrangement is applicable and legally enforceable, the discounted annual rate is withdrawn for the membership period already used.
The membership already used is recalculated at £5 per month, with partial months calculated proportionally according to the time used.
Any remaining balance from the original £40 payment is refunded.
Calculation:
Refund = £40 − (£5 × membership months used)
The refund cannot be less than £0.
No additional payment will be requested where the recalculated cost exceeds the £40 originally paid.
For example:
| Membership used | Refund |
|---|---|
| 1 complete month | £35 |
| 2 complete months | £30 |
| 3 complete months | £25 |
| 4 complete months | £20 |
| 5 complete months | £15 |
| 6 complete months | £10 |
| 7 complete months | £5 |
| 8–12 complete months | £0 |
These examples apply only to voluntary early termination outside statutory refund entitlements.
13.4 How to Cancel
To request membership cancellation, email:
Please include your name and registered membership email address.
We will confirm your cancellation, explain any applicable refund and stop future recurring payments where automatic renewal is enabled.
Eligible voluntary refunds will be processed to the original payment method within 14 calendar days.
Where an early termination refund is issued, paid membership access will normally end on the effective cancellation date.
Where you cancel future renewal only, your paid membership access will ordinarily continue until the end of the current membership term.
13.5 Your Statutory Membership Rights
Nothing in this membership policy removes or restricts statutory consumer rights.
Where applicable, online service contracts may carry a 14-day statutory cancellation right.
Any lawful deduction for services already provided during that period will be determined according to the applicable statutory requirements, including the necessary pre-contract information and consent provisions.
Different rules may apply to digital content and digital services.
Where applicable subscription-specific legislation provides additional cancellation or renewal protections, these will be respected.
Any statutory entitlement to a greater refund will take precedence over the voluntary early termination formula.
14. Digital Content and Online Activities
Peaceful Moments may provide digital mindfulness resources, guided practices, meditation activities or other online wellbeing-related experiences.
Where these services or digital products are purchased separately, cancellation and refund rights may differ from those applying to physical goods.
Relevant information regarding access, cancellation, refunds and any required consent to immediate performance or digital delivery will be provided before purchase.
Where a service or activity is cancelled by Peaceful Moments, customers will receive an appropriate refund or alternative arrangement in accordance with their contractual and statutory rights.
15. How to Contact Us
We believe that kindness, understanding and honest communication are at the heart of every meaningful relationship.
If something has not gone as expected, we would genuinely like to hear from you.
Email: orders@peacefulmoments.co.uk
Website: https://peacefulmoments.co.uk
For product-related enquiries, please use the email subject:
Return or Refund Request – Order Number
For membership enquiries:
Membership Cancellation or Refund Request
Please include your relevant order or membership details so we can help you efficiently.
We will review your request and provide clear guidance on the next steps.
For matters concerning personal information or return-inspection recordings, please contact privacy@peacefulmoments.co.uk.
16. Changes to This Policy
We may update this Refunds, Returns & Membership Cancellation Policy to reflect changes in legislation, product availability, supplier arrangements or customer service procedures.
The latest version will be available on our website.
Changes will not retrospectively remove accrued statutory rights or unlawfully alter existing contractual rights.
17. Applicable Law
This policy is intended to operate in accordance with relevant UK consumer protection legislation, including:
- Consumer Rights Act 2015.
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
- Applicable consumer protection legislation governing subscriptions, digital content and services.
A Final Thought from Peaceful Moments
At Peaceful Moments, our purpose goes beyond the products and experiences we offer.
We hope that every interaction reflects the same care, compassion and mindfulness that inspire our journey.
If something is not right, we will do our best to listen, understand and find a fair solution.
Thank you for supporting our small family business and allowing Peaceful Moments to be part of your everyday journey towards greater peace and wellbeing.
Pause. Breathe. Connect.
May every moment bring a little more peace into your life.