Return and Refund Policy

We want every order from Modal Unity to be what you hoped for. If it isn't, this page explains how returns, refunds, exchanges and cancellations work. It applies to all orders placed through modalunity.com.

Key information

• Return period: 30 calendar days from the date of delivery
• Keep-it option: In most cases we offer a partial refund or store credit and you keep the item, with no return required
• Refund method: Original payment method within 14 days of delivery; store credit from day 15 to day 30
• Return shipping: Paid by the customer, unless the item is damaged, faulty or incorrect
• Restocking fee: None
• Refund processing time: Within 48 hours of your case being resolved
• Exchanges: Accepted, subject to availability

How to start a return

Email hello@modalunity.com within 30 days of delivery and include:

• Your order number
• Which item(s) you would like to return
• The reason for the return
• Any photos that help us understand the situation

We will reply with your options. Please do not send anything back before you have heard from us: returns sent without prior contact cannot be matched to an order and cannot be processed.

Keep-it option

Because our returns travel internationally, sending an item back is often expensive and slow. So in most cases we will offer you an alternative: a partial refund or store credit, and you keep the item. The amount depends on the product and the reason, and we will tell you before you decide. You are never obliged to accept this option; you can always choose to return the item under the terms below.

Your right to cancel (EU and UK customers)

If you are a consumer in the European Union or the United Kingdom, you have a legal right to cancel your purchase within 14 days of the day you (or someone you nominate) receive the goods, without giving a reason. To exercise this right, contact us in writing at hello@modalunity.com before the 14-day period ends. You may use the model cancellation form available on request, but you do not have to.

If you cancel, we will refund all payments received from you, including the original delivery cost, within 14 days of the day we receive the goods back or you provide proof of having sent them, whichever is earlier. The refund goes to your original payment method. You are responsible for the cost of returning the goods and must send them back within 14 days of telling us you wish to cancel. We may reduce the refund to reflect any loss in value caused by handling beyond what is needed to establish the nature, characteristics and functioning of the goods.

Nothing in this policy affects your statutory rights, including your rights in relation to faulty goods.

Return eligibility

To be accepted for a refund or exchange, returned items must be:

• Unworn, unwashed and unused
• In their original condition with all tags, packaging and any included accessories intact
• In a condition that allows them to be resold

Trying an item on at home, the way you would in a fitting room, is fine. We reserve the right to decline or reduce refunds for items that do not meet these conditions.

Return shipping

• All outgoing orders ship free. There are no restocking fees.
• If you are returning an item because you changed your mind or chose the wrong size, the cost of return shipping is yours. We will send the return address and instructions when you contact us.
• We strongly recommend a tracked service. Modal Unity is not responsible for parcels lost on their way back to us.

Refunds

Once your return has been received and checked, or your keep-it case has been agreed, we issue the refund or store credit within 48 hours and confirm by email. Refunds to a card or payment provider can take a few additional days to appear, depending on your bank.

Exchanges

Want a different size or colour? Contact us and we will check availability and guide you through it. Shipping costs for exchanges may apply unless the original item was faulty or incorrect.

Damaged, defective or incorrect items

If your order arrives damaged, faulty or not what you ordered, contact us as soon as possible at hello@modalunity.com with your order number, a short description and clear photos of the item and its packaging. After review we will arrange a replacement or a full refund to your original payment method, your choice, and we cover any return shipping.

Order cancellations

You have 24 hours from placing your order to request a cancellation. After that your order may already be in fulfilment and we may not be able to stop it. If it has already been dispatched, you can start a return once it arrives, or exercise your right to cancel as described above.

Contact information

Modal Unity is owned and operated by KJ Ecom, a company registered in the Netherlands.
Registration number: 91412749
VAT number: NL004888760B45
Address: Anthonetta Kuijlstraat 49B, 3066 GS Rotterdam, Netherlands
Email: hello@modalunity.com
Phone: +31 6 44749060
Customer support hours: Monday to Friday, 9:00 – 17:00 CET
Contact form: Contact Us

Our support team typically responds within 24 hours on business days.