Refund policy

At Modegenz, we carefully inspect our products before dispatch to ensure they meet our quality standards. This Return and Refund Policy explains our rules regarding returns, replacements, refunds, and order cancellations.

1. All Sales Are Final

Unless otherwise required by applicable law, all sales are final. We do not accept returns or exchanges for change of mind, incorrect size selection, personal preference, or any other reason unrelated to a product being damaged or defective.

Because our products include luxury bags, shoes, watches, lamps, dresses, clothing, and other fashion and lifestyle products, customers should carefully review the product description, measurements, specifications, images, and available options before placing an order.

2. Damaged or Defective Products

If your order arrives damaged or defective, you may be eligible for a replacement.

To request a replacement, you must contact us within 14 days after delivery.

Your request should include:

  • Your order number
  • A description of the damage or defect
  • Clear photographs showing the damaged or defective product
  • Photographs of the packaging, if the damage appears to have occurred during shipping

We may request additional information or photographs to assess the issue.

3. Replacement Approval

Once we receive your request and supporting information, we will review the reported damage or defect. If the issue is verified and approved, we will arrange a replacement where the same product is available.

If the exact product is unavailable, we will contact you to discuss the available resolution.

A replacement will not be provided for products that have been damaged after delivery through misuse, improper handling, washing, alteration, accidents, normal wear and tear, or failure to follow the product's care instructions.

4. Refunds

We do not offer refunds for change-of-mind purchases, incorrect size selection, personal preference, or products that are not damaged or defective.

For an approved damaged or defective product, any refund will be considered only where a replacement cannot reasonably be provided or where a refund is required by applicable law.

Approved refunds, where applicable, will be issued to the original payment method. Processing times may vary depending on your payment provider or financial institution.

5. Order Cancellation

Orders may be cancelled within 6 hours of placing the order.

After the 6-hour cancellation period has passed, orders cannot be cancelled because they may have entered our processing or fulfilment process.

Once the cancellation period has expired, all sales are final except for eligible damaged or defective products and any rights that cannot legally be excluded.

6. Items That Are Not Eligible for Replacement

A replacement will generally not be available where:

  • The product is not damaged or defective.
  • The request is made more than 14 days after delivery.
  • The product was damaged after delivery by the customer.
  • The product has been worn, washed, altered, repaired, or otherwise used improperly.
  • The issue results from normal wear and tear.
  • The customer selected the wrong size, colour, style, or product.
  • The customer has changed their mind about the purchase.
  • The customer fails to provide sufficient information or photographs to verify the reported issue.

7. Shipping Costs for Damaged Products

If a product is confirmed to have arrived damaged or defective and a replacement is approved, Modegenz will provide instructions regarding the replacement process and any applicable shipping arrangements.

8. Important Legal Rights

This policy does not affect any mandatory consumer rights or remedies that may apply to you under the laws applicable to your purchase. Where applicable law provides you with rights that cannot legally be excluded or restricted, those rights will continue to apply.

9. Contact Us

If you believe that your product arrived damaged or defective, please contact us as soon as possible:

Modegenz
1261 NW Overton St
Portland, Oregon 97209
United States

Email: support@modegenz.com
Phone: +44 7490 919568

When contacting us about a damaged or defective product, please include your order number and clear photographs of the issue so that we can review your request efficiently.