Refund policy

Capenza Returns & Refunds Policy

Make Chaos Limited (trading as Capenza)
Registered in England and Wales, company number 15944596
Registered office: Unit 7, Victoria Enterprise Estate, Victoria Avenue, Peacehaven, BN10 8HJ, United Kingdom
Website: www.capenza.com
Email: shop@capenza.com
Last updated: 21 October 2026

This policy forms part of our Terms of Service and applies to everything you buy at www.capenza.com. It does not affect your legal rights.

1. Tell us first

Email shop@capenza.com with your order number before sending anything back, and we'll send you the return address and steps. Parcels sent back without telling us first may take longer to process.

2. Your 14-day right to cancel

If you are a consumer, you can cancel your order for any reason within 14 days of the day you receive it (Consumer Contracts Regulations 2013). Tell us within those 14 days, then send the items back within a further 14 days.

This includes sale items.

3. Condition of returned items

Please return items unworn, unwashed and with their tags, so they can be sold again. You can try things on as you would in a shop. If an item comes back worn, washed, damaged or marked, we may take off an amount that reflects the loss in value, as the law allows.

4. Items we can't take back

Unless they are faulty, we can't accept returns of:

Personalised or made-to-your-specification items (for example a custom embroidery)
Gift cards

This follows Regulation 28 of the Consumer Contracts Regulations 2013.

5. Return postage

For a change of mind, you pay the cost of sending the items back. We recommend a tracked service, as we can't refund parcels that don't reach us.

If an item is faulty, damaged or not as described, we pay the return postage.

6. Refunds

We refund to your original payment method within 14 days of receiving the items back (or of you showing us proof that you sent them, if that comes first).

For a full cancellation we also refund the standard delivery cost you paid. If you chose a more expensive delivery option (such as Express), we refund only the cost of our standard delivery.

7. Faulty, damaged or wrong items

If something arrives faulty, damaged or not as described, email shop@capenza.com with your order number, a short description and a photo. Under the Consumer Rights Act 2015 you can get a refund within 30 days of delivery; after that we'll repair or replace it, or refund you if that isn't possible.

8. Exchanges

Want a different size or colour? Return the item for a refund and place a new order, or ask us and we'll arrange an exchange if the item is in stock.

9. Small differences

Our pieces are embroidered and printed by hand in our Brighton studio, so stitch placement and colours can vary very slightly from the photos. That isn't a fault.

10. International returns

Please mark returns as "returned goods" on the customs form. We can't refund customs charges or duties you paid on delivery, unless the item was faulty.