Returns & Refunds
At Moda London, each piece is personalised and made to order. For this reason, we are unable to accept returns or offer refunds on personalised items unless they are faulty or not as described. As our products are made to your specification, the usual change-of-mind cancellation right for online purchases under the Consumer Contracts Regulations 2013 does not apply to personalised items.
If your item is faulty, damaged or incorrect, please contact us as soon as possible with photographs and your order details. Where an item is faulty, you are entitled to the remedies set out in the Consumer Rights Act 2015, including a full refund where the fault is reported within 30 days of delivery, and a repair or replacement after that. We will resolve any issues promptly — replacement, re-engrave, or refund, whatever is appropriate. We respond within one working day.
Our Quality Guarantee
Every Moda London piece is backed by our quality guarantee against manufacturing defects in materials and craftsmanship. If your piece develops a fault arising from how it was made or finished, contact us and we will make it right.
This guarantee covers manufacturing defects only. It does not cover scratches, normal wear and tear, accidental damage, loss or theft, or personalisation errors submitted by the customer. It is in addition to, and does not limit, your statutory rights.
Personalised Orders
Please ensure all personalisation details are correct when placing your order. Once your engraving has been approved for production, changes and cancellations are not possible. Refunds or exchanges are not offered for personalisation errors provided by the customer. Please check your details carefully before submitting your order.
Cancellations
Orders may be changed or cancelled free of charge until your engraving has been approved for production. We usually begin within one working day, so please contact us as soon as possible. Once your engraving has been approved for production, the piece has been made specifically for you, and cancellations and refunds for change of mind are no longer possible.
Return Shipping
Where a return is agreed because an item is faulty, damaged or incorrect through our error, we will provide return shipping at no cost to you.
Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015 where goods are faulty, damaged or not as described. Customers outside the United Kingdom retain any rights granted by the consumer laws of their own country.
Need Assistance?
If you have any questions about your order, please contact our customer care team at returns@modalondon.com and we will be happy to assist you.
