Refund policy

🔄 Return Policy — MODALY

At MODALY, we want you to feel confident when placing an order.

If something isn't right with your purchase, we'll always do our best to help and find a fair solution.

Because every MODALY piece is produced on demand and in limited quantities, the following conditions apply.

📦 Right of Withdrawal

Customers located within the European Union have the right to request a return within 14 calendar days of receiving their order, in accordance with applicable consumer protection regulations.

✅ Return Conditions

To be eligible for a return:

  • Items must be unused, unwashed and in their original condition

  • Original packaging must be included

  • The product must not show signs of wear, misuse or damage after delivery

Returns that do not meet these conditions may not be accepted.

📏 Size & Product Selection

Please review all sizing information carefully before placing your order.

As all MODALY pieces are produced on demand, we do not offer automatic exchanges for incorrect sizes, colors or products selected by the customer.

If you need help choosing the right size before ordering, feel free to contact us and we'll be happy to assist you.

⚠️ Damaged, Defective or Incorrect Items

If your order arrives:

  • Damaged

  • Defective

  • Incorrectly labeled

  • Incorrect

Please contact us within 7 days of delivery.

Include:

  • Your order number

  • A description of the issue

  • Clear photos of the product and packaging whenever possible

Once reviewed, we'll work on the most appropriate solution, including a replacement or refund when applicable.

📦 Lost Packages & Delivery Issues

If your package appears delayed or lost:

  1. Confirm that your shipping address was entered correctly

  2. Contact your local postal carrier

  3. Check with neighbors, reception desks or household members if applicable

If the issue cannot be resolved, contact us within 30 days of the estimated delivery date and we'll investigate the situation with the shipping carrier.

Please note that if tracking information confirms successful delivery, MODALY cannot guarantee refunds or replacements for missing packages.

🚚 Shipping & Returned Packages

If a package is returned due to:

  • An incorrect or incomplete address

  • Failed delivery attempts

  • An unclaimed shipment

Additional reshipping costs may apply.

Please review your shipping details carefully before completing your order.

📩 Return Requests

To request assistance regarding your order, please contact:

clientes@modalyshop.com

Please include:

  • Your order number

  • The reason for your request

  • Photos if applicable

Returns sent without prior authorization may not be accepted.

⏱️ Refunds

If a refund is approved:

  • Refunds are typically processed within 5–10 business days

  • The refund will be issued through the original payment method used during checkout

🚫 Situations Not Eligible for Returns or Refunds

Returns and refunds may not be available in the following situations:

  • Incorrect size selected by the customer

  • Change of mind after purchase

  • Products damaged after delivery due to customer use or handling

  • Requests submitted outside the applicable timeframes

🤝 Need Help?

If you have any questions before placing an order, feel free to contact us at:

clientes@modalyshop.com

We're always happy to help with sizing, shipping questions or anything else related to your order.

— MODALY
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