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Returns & Claims

What is your return policy?

ModLux Living upholds a very strict return policy. Please make your purchases very carefully.

All sales are final and are not returnable and are non-refundable. Only exceptions are made in the event of damaged or defective items, in which a replacement piece may be sent. Please reach out to us within 24 hours of delivery to resolve the matter with photos to document the condition of the packaging before unboxing, along with photos of the piece and the damage found.

If you refuse delivery or are unavailable for delivery, your items will be subject to a non-negotiable 35% restocking fee, in addition to outbound and return shipping and delivery charges.

We do not charge full shipping costs at checkout, therefore, shipping will be assessed the real value of the shipping costs associated with the order in any event of a return.

Return requests must be received within 7 days from the delivery or pick-up date, and in original condition and in original packaging. Items not received in original condition and in original packaging cannot be refunded.

Only once the item(s) have been returned to the warehouse and have been inspected by our receiving team can the refund be issued.

 

What if my order arrives damaged?

We stand behind the quality of the products we sell. All orders are inspected prior to shipping, however damages and defects happen once in a while.

Please inspect your order at the time of delivery. If damage is noted, you must sign off with the delivery agent “Damaged Upon Arrival”.

For orders dropped off with our standard delivery service, please inspect all packaging for any defects such as large tears or crush marks. It is important to note these issues on the delivery paperwork prior to signing the proof of delivery.

If an item is structurally intact and usable, accept the item. If an item is structurally damaged and completely unusable, refuse the item.

If you refuse undamaged items, your order will be subject to our return policy and a 35% restocking fee. If you refuse the whole shipment, including undamaged items, you are responsible for accepting the re-delivery of the undamaged items within 7 days.

Damaged or defective items will be repaired or replaced.

To file your claim, contact us within 24 hours of delivery with photos of the damage, and we will attend to your claim.

 

Can I cancel my order?

We do our best to get all orders out as quickly as possible so you can receive your order sooner. Because of this, orders can only be cancelled within 24 hours of placing your order. Orders which are cancelled 24 hours past the time of placement and have not been prepared for shipping are subject to a 10% cancellation fee. Orders cancelled more than 24 hours past the time of placement or have already shipped out are subject to our return policy.