Refund Policy
Modern Home Touch
Cancellations and Refunds
We aim to provide products that meet high standards and are suitable for their intended purpose. In accordance with the Consumer Rights Act 2015, customers are entitled to a refund, repair, or replacement if a product is faulty, damaged, or not as described.
Please note that gift cards and electronic voucher payments cannot be returned or exchanged for cash.
Items returned in a condition that is not new or unused may not be eligible for a full refund unless they are faulty. This policy does not affect your statutory rights.
Cancelling an Order Before Delivery
If you wish to cancel your order before it has been delivered, please contact us as soon as possible (Within 24Hrs). We will do our best to process your cancellation request. However, once an order has been processed or picked in our warehouse, we may not be able to amend or cancel it. In this case, you may need to wait until the item is delivered and then follow our returns process.
- If your order has already been dispatched and you would like a refund, please refuse the delivery when the driver arrives or when the carrier contacts you regarding the delivery. The item will then be returned to us, and your refund will be processed within 28 working days.
- After refusing the delivery, we recommend contacting us by phone or email with your order ID and postcode. This will help us locate your order and confirm its return status more quickly.
Please note that return postage charges from the carrier will apply and will be deducted from your refund. The cost may vary depending on the size of the item ordered.
Missing Parts
If you have received your item and some parts are missing, please contact us and we will work with you to resolve the issue.
To help us process your request quickly, please check the instruction manual for the name or code of the missing part(s) before contacting us.
In some cases, we may need to request replacement parts from the manufacturer, which may take additional time. However, we will do our best to arrange the replacement parts and have them sent to you as quickly as possible.
If we are unable to source the missing parts, or if the product was delivered fully assembled and parts cannot be replaced, we will work with you to find a suitable alternative solution.
Faulty or Damaged Items
If you receive an item that is faulty or damaged, please report it to us within 7 working days of delivery. If a fault develops after delivery, it must be reported within 30 days.
Our Customer Service team may request photos or videos of the issue to help assess the fault and determine the best way to resolve it.
Please note that we may not be able to cover the cost of return shipping if images or videos of the fault are not provided.
Products which are reported as damaged as part of a larger order - in these cases we offer to collect only the damaged item free of charge.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@modernhometouch.co.uk.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you receive a damaged or defective product you have 72 hours upon arrival of the product to contact us about the defective unit. You can reach out to us here customerservice@modernhometouch.co.uk.
Gifts
If an item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once we receive the returned item, a gift certificate will be sent to you.
If the item was not marked as a gift at the time of purchase, or the gift giver had the order shipped to themselves first, the refund will be issued to the original purchaser. In this case, the gift giver will be notified of the return.
Shipping
To return your product, you should email us at customerservice@modernhometouch.co.uk.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.