Returns & Refund Policy
Last updated: 22 June 2026
MODERNA LIVING is a trading name of MODERNA LIVING LTD, registered in the United Kingdom.
All MODERNA LIVING products are bespoke, handmade, and made to order based on the selections made at checkout.
Although every product is made to order, we offer a 60-day returns policy on all products, subject to the terms outlined below.
This policy does not affect your statutory rights.
1. 60-Day Returns on All Products
You may request a return within 60 days of delivery.
Before returning any item, you must contact us within the 60-day period to obtain return instructions.
Returned products must be:
- Unused
- Clean and in resaleable condition
- Free from stains, marks, odours, damage, misuse, or excessive wear
- Returned with all parts, fittings, accessories, and components where possible
- Securely packaged for safe transportation
We reserve the right to refuse a return or reduce the refund if an item is returned used, damaged, incomplete, altered, stained, misused, or not in a resaleable condition.
2. Change-of-Mind Returns
We accept change-of-mind returns within 60 days of delivery.
A £60 collection fee applies to all change-of-mind returns. This covers the cost of collecting the item from your address.
The collection fee will either:
- Be deducted from your refund, or
- Be payable before collection is arranged.
Examples of change-of-mind returns include:
- You no longer want the item.
- You ordered the wrong size, colour, fabric, or configuration.
- The item does not fit due to access restrictions.
- You changed your mind after placing the order.
- The product was manufactured correctly according to the specifications selected at checkout.
3. Faulty, Damaged, Incorrect or Not as Described Items
If your item arrives faulty, damaged, incorrect, or not as described, you may be entitled to an appropriate remedy.
Depending on the issue, we may offer:
- Replacement parts
- Product repair
- Replacement item
- Collection
- Partial refund
- Full refund
If we confirm the issue, collection will be arranged free of charge, and the £60 collection fee will not apply.
To assess your claim, we may request:
- Photographs
- Videos
- Measurements
- Other supporting information
4. Cancellations & Order Amendments
If you need to cancel or amend your order, please contact us as soon as possible at:
As all products are bespoke and made to order, changes or cancellations may not be possible once production has begun.
If cancellation or amendment is possible, we will confirm this by email.
If production has already started or the order has been dispatched, the request may need to be handled through our returns process after delivery.
5. How to Request a Return
To request a return, email:
Please include:
- Order number
- Full name
- Delivery postcode
- Item(s) you wish to return
- Reason for the return
- Photographs (where applicable)
Please do not return any item until you have received our return instructions.
Returns sent without prior approval may be delayed, refused, or returned to you.
6. Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to your original payment method.
Refunds are normally processed within 5 working days after the returned item has been inspected.
Depending on your payment provider (including your bank, card issuer, Klarna, Clearpay, or PayPal), it may take additional time for the refund to appear in your account.
For change-of-mind returns, the £60 collection fee will be deducted from your refund unless it has already been paid separately.
For confirmed faulty, damaged, incorrect, or not-as-described items, no collection fee will be deducted.
7. Refund Deductions
We may reduce your refund if the returned item has lost value because of customer handling or damage.
This may include:
- Damage after delivery
- Stains, marks, odours, or signs of use
- Missing parts, fittings, or accessories
- Incorrect assembly or attempted assembly
- Alteration or modification
- Damage caused by inadequate return packaging
- Failure to follow care or assembly instructions
- Returning the item in a condition that is no longer suitable for resale
Any deduction will be assessed fairly after inspection and clearly explained.
8. Items That Cannot Be Returned
Although we accept returns within 60 days, we may refuse a return or reduce the refund if the item:
- Has been used
- Has been damaged after delivery
- Has stains, marks, odours, or excessive wear
- Has been altered or modified
- Has missing parts, fittings, or accessories
- Has been misused
- Has been damaged through incorrect assembly
- Has been damaged because care instructions were not followed
- Cannot be safely collected due to access restrictions
This does not affect your statutory rights if the product is faulty, damaged, incorrect, or not as described.
9. Faulty Products & Warranty
If your product develops a fault, please contact us with:
- Your order number
- A description of the issue
- Photographs where possible
Selected MODERNA LIVING products include a 5- year warranty covering manufacturing defects in materials and workmanship under normal household use.
Full warranty terms and exclusions are available in our Warranty Policy.
This warranty is provided in addition to your statutory rights.
10. Contact Us
If you have any questions about returns or refunds, please contact us:
Email: hello@modernaliving.co.uk
Phone: 01924 500081
Address:
MODERNA LIVING LTD Unit 2 Holme Street Liversedge WF15 6JF
Opening Hours:
Monday to Friday, 9:00 am – 5:00 pm