Modern & Luxury – Returns, Refunds & Exchanges Policy

At Modern & Luxury, we take pride in offering quality home décor, wall art, decorative frames and furnishings. We want every customer to be satisfied with their purchase and aim to make our returns process clear, fair and straightforward.

1. Before Requesting a Return – Protective Film

Please check whether any protective film is present before reporting a problem with the artwork’s finish.

2. Returns & 14-Day Cancellation Rights

For eligible purchases made online, customers have the right to cancel their order within 14 calendar days after receiving their goods, without providing a reason.

Once you have notified us of your decision to cancel, you must send the goods back within a further 14 calendar days.

To request a return, please complete our Online Return Request Form or contact us at [email protected].

We recommend submitting your request as early as possible so that we can provide the relevant return instructions. Your statutory cancellation rights are not dependent on receiving approval through our form.

Some products, including goods made to a customer’s specifications or clearly personalised, may be excluded from the statutory change-of-mind cancellation right where the relevant legal exception applies. Any applicable exclusion will be made clear before purchase.

3. Product Condition & Inspection

Customers must take reasonable care of goods while they are in their possession and during return preparation.

You may inspect products as you reasonably would in a physical shop. However, items should not be installed, used or handled beyond what is necessary to establish their nature, characteristics and functionality if you intend to return them under the change-of-mind cancellation right.

Where excessive handling causes a reduction in the product’s value, we reserve the right to make a reasonable deduction reflecting the actual diminished value, as permitted by law.

We strongly recommend returning all original packaging, protective materials, fittings, accessories and supplied components to help ensure the product arrives safely and can be properly inspected.

4. Important – Fragile Product Packaging & Transit Insurance

Many Modern & Luxury products contain glass, delicate finishes, decorative edges or fragile corners. Customers arranging their own returns must take particular care when packaging these items.

• Original Packaging: Repack the product as closely as possible to the way it was originally delivered, using the original protective materials wherever available.
• Corner & Edge Protection: Ensure all corners, sharp edges, glass surfaces and delicate components are fully protected with suitable cushioning and secure packaging.
• Full-Value Insurance: We strongly recommend using a tracked courier service with transit insurance covering the full purchase value of the returned product.
• Proof of Return: Keep your postage receipt, tracking information and insurance documents until your return has been resolved.

Customer-arranged return damage: Where goods are damaged during a customer-arranged return, we will assess the circumstances, packaging and condition of the goods. Where legally permitted, any loss or reduction in value attributable to the customer’s handling or failure to take reasonable care may affect the refund.

If damage is identified, we will document the condition of the product and packaging and can provide photographs to assist with a claim against the return courier. Where reasonably practicable, the damaged goods can also be made available for inspection or collection by prior arrangement.

Please note: Courier insurance is strongly recommended for your protection but is not a condition of exercising statutory cancellation rights. This section does not limit your legal rights regarding faulty, damaged or incorrectly supplied goods.

5. Return Shipping Costs

For change-of-mind returns, customers are responsible for the direct cost of returning the goods, unless otherwise agreed or required by law.

We recommend selecting a reputable courier experienced in transporting fragile items and checking that the service provides adequate insurance for glass, framed artwork and other delicate products. Some couriers exclude fragile goods from compensation, even where additional cover has been purchased.

Where Modern & Luxury agrees to arrange collection for a change-of-mind return, the applicable direct collection cost will be communicated before collection and may be deducted from the refund where legally permitted.

For faulty, damaged on delivery or incorrectly supplied goods, Modern & Luxury will arrange or cover reasonable return costs where required by law. Please contact us before arranging return carriage so we can agree the appropriate method.

6. Damaged, Faulty or Incorrect Goods – Important 10-Day Reporting Request

We carefully package our products before dispatch. However, if an item arrives damaged, faulty, incomplete or incorrect, please contact us as soon as reasonably possible.

⚠️ IMPORTANT – PLEASE REPORT TRANSIT DAMAGE WITHIN 10 CALENDAR DAYS OF DELIVERY.

Our delivery providers operate time-sensitive procedures for reporting damage sustained during transportation. Certain couriers require claims and supporting evidence to be submitted within 10 days of delivery.

We therefore strongly request that customers inspect their products promptly upon receipt and notify Modern & Luxury of any suspected transit damage within 10 calendar days of delivery.

Why Is This Important?

Where a courier’s claims deadline has expired, the courier may refuse to accept or investigate a compensation claim. This may prevent Modern & Luxury from recovering the cost of damage sustained during transportation.

To help us investigate, please provide:

• Your order number and a brief description of the issue.
• Clear photographs of the affected product.
• Photographs of the outer packaging, particularly any dents, tears or crushed corners.
• Photographs of the internal protective packaging, where available.

Please retain the original packaging until we have advised whether it is required for inspection or a courier investigation.

Reporting after 10 days: We may be unable to submit a successful claim to the courier after its applicable reporting deadline.

7. Return Inspection & Refund Assessment

Where returned goods are received by Modern & Luxury, we may inspect the product, accessories and packaging to establish their condition and the reason for return.

If we identify damage, missing components or evidence of handling beyond what was reasonably necessary, we may contact you with our findings and supporting photographs.

Any lawful reduction in a change-of-mind refund will be based on the circumstances and the actual reduction in value, rather than an automatic fixed restocking charge.

Where a return is damaged during transportation, we may also provide relevant evidence to assist the customer with a courier insurance claim, where appropriate.

8. Refund Processing, Free Delivery & Delivery Charges

For eligible change-of-mind cancellations, refunds will be processed without undue delay and within the statutory timeframe, generally no later than 14 days after we receive the returned goods or receive evidence that they have been sent back, whichever is earlier.

Free Delivery on Orders Over £200

Modern & Luxury offers FREE standard delivery on qualifying orders over £200, subject to any delivery restrictions or exclusions clearly stated at checkout.

Orders that do not qualify for free delivery are subject to the applicable delivery charge displayed during checkout.

Partial Returns That Reduce an Order Below £200

RETURNING PRODUCTS MAY AFFECT FREE DELIVERY ELIGIBILITY.

Free delivery is offered based on the qualifying order value at the time of purchase.

If a customer makes a partial, change-of-mind return and the total value of the products they keep falls below the £200 free-delivery threshold, the order may no longer satisfy the original promotional conditions.

Where legally permitted, and where this condition was clearly disclosed before purchase, Modern & Luxury reserves the right to recalculate the applicable standard delivery charge and deduct it from the refund for the returned products.

Example:

• Original order value: £250
• Original delivery charge: FREE
• Products returned: £100
• Remaining product value: £150
• Free-delivery threshold: Over £200

In this example, the remaining order value falls below the free-delivery threshold. Where a delivery adjustment is legally permitted, the applicable standard delivery charge may be deducted from the refund.

Important exceptions: No delivery adjustment will be imposed where doing so would conflict with statutory cancellation rights or other applicable consumer protections. In particular, this provision does not authorise delivery deductions from refunds for faulty, damaged or incorrectly supplied goods where the law requires a full remedy.

Any permitted adjustment will reflect the applicable standard delivery charge, not an arbitrary penalty or additional restocking fee.

Original Delivery Charges

Where a customer cancels an entire eligible online order under their statutory cancellation rights, Modern & Luxury will refund the original standard delivery charge where required by law.

If a customer selected upgraded, express or premium delivery, any additional amount above the cheapest available standard delivery service is not refundable unless required by law.

For partial returns, any delivery adjustment or refund will be assessed in accordance with applicable consumer law and the terms disclosed at purchase.

Refund Payment

Refunds will normally be issued to the original payment method unless another method is expressly agreed.

Once processed, refunds usually appear within 3–5 working days, depending on your bank or payment provider.

9. Exchanges

Where a product is faulty, damaged or incorrectly supplied, please contact [email protected] with your order details and supporting photographs.

We will review the issue and arrange an appropriate remedy in accordance with your statutory rights, which may include a replacement, repair or refund.

Exchanges for other reasons are subject to availability and agreement.

10. Gifts

If an order was purchased as a gift, any refund will normally be issued to the original purchaser using the original payment method.

Where a gift exchange or store credit is requested, please contact our returns team so we can review the available options.

11. Return Address

Please send authorised returns to:

Modern & Luxury – Returns Department
Unit 1, Pennine View
Norquest Industrial Park
Birstall, Batley
WF17 9NE
United Kingdom

Please include your order number and return reference, where provided, inside the parcel.

12. Late or Missing Refunds

If your refund has been confirmed but has not appeared in your account, please check with your bank or payment provider, as processing times can vary.

If you still require assistance, contact [email protected] with your order number.

13. Your Statutory Rights

Nothing in this policy excludes, restricts or overrides any rights available to consumers under applicable UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where statutory rights apply, they take precedence over any conflicting provision in this policy.

14. Need Help or Want to Request a Return?

For return enquiries, please contact:

Email: [email protected]

Return Request Form