Policies

1. Policy Statement

Our company is committed to providing high-quality products to our customers. While we do not offer refunds, we do offer exchanges for products that are not custom made, provided they meet specific criteria outlined below. In cases where a product is found to be faulty, we will take the necessary steps to resolve the issue to the customer’s satisfaction.

2. Exchange Policy

  • Eligibility for Exchange: Customers are eligible for an exchange within 3 days of the purchase date. The product must be unused, in its original packaging, and accompanied by the original receipt or proof of purchase.
  • Exchange Process: To initiate an exchange, customers must contact our customer service team to obtain an exchange authorization. Once authorized, customers can either visit our store or send the product back to us. The customer is responsible for any shipping costs associated with returning the product for exchange.
  • Conditions for Exchange: Products must be returned in a resalable condition. Items that show signs of use, wear, or damage (other than faults) will not be eligible for exchange.

3. Faulty Product Policy

  • Definition of Faulty Product: A product is considered faulty if it has a manufacturing defect or does not function as intended. Damage caused by misuse, accidents, or normal wear and tear is not considered a fault.
  • Reporting a Faulty Product: Customers should report a faulty product within 3 days of receipt. Reports should be made to our customer service team with details of the fault and proof of purchase.
  • Resolution Process: Upon receiving a report of a faulty product, we will conduct an assessment to verify the fault. If the product is deemed faulty, we will offer one of the following resolutions:
    • Exchange: Provide an exchange for the same product, if available.
    • Repair: Offer a repair of the faulty product if it is feasible.
    • Replacement: If an exchange or repair is not possible, provide a replacement product of equal value.
  • Shipping Costs for Faulty Products: If the product is confirmed to be faulty, we will cover the cost of shipping the faulty product back to us and the shipping costs for sending the replacement product to the customer.

4. Exclusions and Limitations

  • Products purchased during clearance sales or with a "final sale" tag are not eligible for exchange unless they are faulty.
  • Customized or personalized products are not eligible for exchange unless they are faulty.

5. Contact Information

For any questions or to initiate an exchange, please contact our customer service team at custumerservice@modesthautecouturelondon.com.

By purchasing from us, you agree to the terms of this policy. Thank you for your understanding and cooperation.