Refund policy

Returns & Cancellations
We hope your MODO piece feels right at home. If you change your mind, you can notify us within 14 days of receiving your item that you would like to return it, subject to the bespoke and personalised item exception below.

This policy applies to consumer purchases from Modo Living Ltd and does not affect your statutory rights.

Arranging a return
Please email info@modoliving.co.ukwith your order number or other proof of purchase and details of the item you wish to return. We’ll provide the appropriate return address and instructions.

Please send your item back within 14 days of telling us you wish to return it. We recommend keeping proof of postage.

Contacting us helps us arrange your return efficiently. Your statutory right to cancel does not depend on our approval.

Item condition and packaging
You may unpack and inspect your item as you would in a shop. Please handle it carefully and return all included parts and accessories.

Please use the original packaging where possible, or suitable protective packaging to help prevent damage in transit. Original packaging is not a condition of exercising your statutory cancellation rights.

We may reduce your refund to reflect a loss in value caused by handling beyond what is necessary to establish the item’s nature, characteristics and function. This may include damage caused during assembly, installation or use. Any deduction will be explained.

Return costs
For change-of-mind returns, you are responsible for the direct cost of returning items that can normally be returned by post.

For larger pieces that cannot normally be returned by post, the return cost or a reasonable estimate will be provided before purchase.

If your item is faulty, damaged on arrival or incorrect, we will cover reasonable return costs and help arrange the appropriate return or collection.

Made-to-order and bespoke pieces
Our standard made-to-order pieces remain eligible for returns under this policy. Making a piece after an order is placed does not, by itself, make it non-returnable.

Pieces genuinely made to your individual specifications or clearly personalised are excluded from change-of-mind returns and statutory cancellation rights. We will make any such exclusion clear before you order.

This does not affect your rights if a bespoke or personalised piece is faulty, damaged or not as described.

Cancellations
For eligible purchases, UK consumers have a statutory right to cancel from the time the order is placed until 14 days after delivery, without giving a reason.

To cancel, email info@modoliving.co.uk with a clear statement of your decision and enough information to identify your order.

If your order has already been dispatched, you may need to receive it and follow the return instructions above.

Damaged, faulty or incorrect items
Please check your delivery and contact info@modoliving.co.uk as soon as reasonably possible if anything is damaged, faulty, missing or incorrect. Your order number and photographs, where possible, will help us resolve the issue.

We will arrange an appropriate remedy, which may include a repair, replacement or refund, in accordance with your statutory rights. Your rights relating to faulty, damaged or misdescribed goods are not limited to the 14-day change-of-mind cancellation period.

Refunds
For change-of-mind returns, we will issue your refund without undue delay and within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier.

If you cancel before dispatch, we will refund you within 14 days of receiving your cancellation notice.

Refunds will be made to your original payment method unless we agree otherwise. Your payment provider may take additional time to display the refund.

When you return your entire order, we will also refund any standard outbound delivery charge you paid. Any additional amount paid for an upgraded delivery service is not refundable for a change-of-mind return.

Exchanges
If you would prefer another item, please arrange a return and place a separate order. The new order will be subject to the availability and lead time shown on its product page.

Sale items
Sale items have the same return rights under this policy as full-price items.

For any questions, contact info@modoliving.co.uk.