Politique de remboursement
If something is not right with your order, we will make it right. This policy is written to be clear and fair.
1. Order Cancellations
|
Timing |
What Happens |
|
Within 24 hours |
Full refund, no questions asked. |
|
24–72 hours |
Full refund minus 5% processing fee. |
|
After 72 hours |
Subject to fulfilment status. We will do our best to cancel. |
Made-to-Order Cancellations
|
Production Stage |
What Happens |
|
Before production starts |
Cancellation may be approved. Up to 15% material fee. |
|
Production started |
Up to 40% of order value is non-refundable. |
|
Production complete |
Cannot be cancelled. Exchange or store credit may be offered. |
2. Returns — In-Stock Products
In-stock standard products may be returned within 30 days of delivery if:
– Item is unused, unassembled, and free of damage or wear.
– Original packaging, hardware, and components are included.
Return Costs
– 15% restocking fee on approved returns.
– Original shipping cost is non-refundable.
– Customer is responsible for return shipping.
3. Made-to-Order & Custom Products
Custom products (specific fabric, finish, dimension, or configuration) are produced for your order and cannot be resold. They are not eligible for return due to change of mind, comfort preference, or colour perception.
We encourage ordering free swatches and confirming dimensions before placing custom orders.
4. Address Changes After Shipment
Please verify your shipping address before checkout. If you need to change the address after dispatch, a $150 carrier rerouting fee applies. Some carriers may decline reroute requests once in transit.
5. Damage, Defects & Claims
Inspect your order within 7 days of delivery. To file a claim, provide:
– Clear photos of the damage or defect.
– Photos of outer packaging and shipping label.
– Unboxing video if available (helpful but not always required for obvious damage).
How We Resolve Claims
– Replacement parts shipped at no cost.
– Full product replacement if repair is not feasible.
– Refund or store credit only if replacement is unavailable.
6. Colour, Material & Comfort
Slight variations in colour, tone, texture, and grain may occur due to screen differences and natural material characteristics. These are not defects. Comfort perception is subjective and does not constitute a manufacturing defect.
7. Trade & Bulk Orders
Orders above $3,000 CAD receive a dedicated account manager. Bulk orders above $5,000 CAD are final sale — non-cancellable and non-returnable once confirmed.
8. Refund Processing
Approved refunds are issued to the original payment method within 3–7 business days. Canadian and US customers may see refunds in local currency based on the exchange rate at the time of refund.
9. Contact Us
Email: hello@moduledesign.com • Phone & Live Chat: available on moduledesign.com
We respond to every inquiry within one business day.