Return Policy

We want you to love what you've ordered. If something isn't right, here's how we handle it.

Standard Items: 30-Day Return Window

If you'd like to return a standard item, contact us within 14 calendar days of receiving your order. Items must be returned within 30 days of delivery to be eligible for a refund.

To be accepted for return, items must be:

• Unused and in their original condition
• Returned in all original packaging with tags intact
• Accompanied by your order reference or proof of purchase

Return shipping costs are the buyer's responsibility. Please repackage items carefully for transit and ensure they're insured for the full value — we're not liable for damage or loss on return shipments.

Once we receive and inspect the returned item, we'll process your refund to the original payment method within 10 working days. Please allow additional time for your bank or card provider to post the credit. A 20% restocking fee applies to unwanted returns.

To start a return, email us at info@modern-approach.com. Please don't send items back without contacting us first — unrequested returns cannot be accepted.

Made-to-Order, Custom & COM Items

Made-to-Order, custom-made, and customer's own material (COM) items are non-returnable, non-exchangeable, and non-refundable. These are produced specifically to your chosen specifications and cannot be resold.

This is in accordance with Clause 28(b) of the Consumer Contracts Regulations 2013. We clearly label all Made-to-Order products on their respective product pages.

Before placing a Made-to-Order order, please ensure you're confident in the finish, dimensions, and specifications. We recommend ordering fabric samples in advance if you're unsure about a material. Once production has commenced, changes are not possible.

Cancellations

Standard items may be cancelled before dispatch. Contact us as soon as possible if you need to cancel.

Made-to-Order and custom items can be cancelled or modified within 7 days of placing your order. After that point, production is assumed to have started and cancellations are no longer possible — even in the event of an unforeseen delay.

An exception applies if your Made-to-Order item has not been delivered before the 30th calendar week; in that case, a cancellation and refund may be arranged. COM items are final sale under all circumstances — no cancellation, exchange, or refund is available.

Deposits on all custom and made-to-order orders are non-refundable.

Damaged or Faulty Items

We work closely with our logistics partners to ensure your order arrives in perfect condition. In the rare event that something goes wrong, here's what to do.

On delivery:

1. Inspect the outer packaging before signing. If there's visible damage, photograph it and note it on the delivery confirmation before you sign. Signing without notation is taken as confirmation that goods were received in good condition.
2. Keep all original packaging — it's required for any courier damage claim to be accepted.
3. Unpack and inspect your order as soon as possible. Damage claims must be reported within 48 hours of receipt for standard items, and within 3 days for Made-to-Order items.

To report damage or a defect:

Email info@modern-approach.com with clear photos and video of the damage and a description of the issue. We'll review your claim and respond promptly.

Depending on the nature of the damage, we'll offer one or more of the following resolutions:

• Replacement parts or a full replacement item
• Approved reimbursement for local repair (a quote must be submitted and approved in advance)
• A blemish discount if the item is otherwise functional
• A refund, if the item is returned to us

If you choose not to accept our proposed resolution, the item must be returned to us at your cost before a refund can be issued. We do not arrange collections for return shipments.

EU customers: Due to logistics, damaged or missing items reported from EU countries are resolved financially (reimbursement or refund) rather than through physical collection or replacement shipping.

Right of Withdrawal

Under UK consumer law, you have the right to withdraw from your order within 14 days of receiving it, provided the item and its original packaging are returned in the same condition as received. This right does not apply to Made-to-Order, custom-made, or COM items.

Refunds

Once your return has been received and inspected, we'll notify you of the outcome. Approved refunds are issued to the original payment method where possible. If the original payment was made by bank transfer, a store credit will be issued instead.

Questions? We're here to help. Email info@modern-approach.com.