Return and refund policy

Introduction

At Modverden, we are committed to delivering high-quality products and an exceptional shopping experience. We understand that sometimes it may be necessary to make a return. Our return policy is designed to be transparent and fair to ensure a smooth process for our valued customers.

If you have questions or concerns regarding our return policy, you are welcome to contact our customer support team at support@modverden.com. We are here to help you all the way.

Please take a moment to read the following policies and understand our returns process thoroughly.

Return criteria

Time frame: Customers must contact us within 30 days of the delivery date to initiate a return. Returns are valid within 7 days once the request is approved by the support team.

Returnable items: The following conditions must be met for a product to be returned:

  • The product must be in new and unused condition.
  • It must be returned in its original packaging.
  • All tags and accessories that came with the product must be intact and included in the return.
  • The product must not show signs of wear, damage, or alterations.

Non-returnable items: Certain items cannot be returned for hygiene and safety reasons. These include, but are not limited to:

  • Underwear, including bras and panties.
  • Cosmetics and skincare products.
  • Personalized or customized items.
  • Items specifically marked as non-returnable in their product descriptions.
  • Any product that does not meet the above criteria.

We recommend that you check product descriptions and policies for each specific product before making a purchase to ensure that it can be returned if necessary. If you have questions about a product's eligibility for return, please contact our customer support team before making your purchase.

Returns process

Send an email: Send an email to our returns team at support@modverden.com with the following information:

  • Your order number (e.g. #1234).
  • The same email address you used for your purchase.

Return options

Option 1: Refund to the original payment method

  • Requirements: The item must be returned and received at our warehouse.
  • Processing time: We will issue your refund within 7 business days after inspecting the returned item.
  • Return costs: Please note that return costs are the customer's responsibility. These costs may vary due to our warehouse location in China. For accurate pricing, please contact your courier company. We recommend sending the package with Track and Trace to monitor the progress of the return and assist you if necessary.

Option 2: Refund as store credit (120% store credit)

  • Requirements: The item must be returned to our warehouse.
  • Processing time: After inspecting the returned item, we will immediately issue store credit.
  • Return costs: As with Option 1, customers are responsible for return costs. Additionally, with this option, you will receive 120% of the item's value as store credit, meaning you get more value for your return.

Option 3: Get a replacement for defective or incorrect items

  • Requirements: You must provide pictures of the damaged or incorrect item.
  • Return request: In this case, you do not need to return the original item.
  • Costs: There are no additional costs for this option.
  • Processing: We will send you a replacement as soon as we confirm that the item is damaged or incorrectly delivered.

Please note that it is important NOT to return the items to the address indicated on the packaging, as these items WILL NOT be accepted for return. We will send you the correct return address via email.

Return shipping

We understand that returning items to our warehouse in China may cause certain inconveniences, and we apologize for any difficulties this may cause. To streamline the return process and ensure the highest customer satisfaction, we ask that all returns be sent to our specified return address in China.

Notification of return address:

  • Please note that we will provide you with the specific return address once your return request is approved.
  • You will receive an email confirmation confirming that your return has been approved.

Tracking for safe return:

To ensure that your return is processed smoothly and efficiently, we kindly ask that the return package is sent using a tracking service. This allows us to monitor the progress of the return and ensure that it reaches us safely.

Please be aware that if we have not received the item back in our warehouse, we are not obligated to issue a refund. The responsibility for the return shipping lies with the buyer.

Processing of refund/exchange/replacement

Refund to the original payment method:

After we have received your returned item, and our returns team has verified the condition of the product, the refund will be initiated to your original payment method. Please note that depending on your bank's processing time, it may take about 7 business days for the refund to appear in your account.

Store credit:

If you choose store credit as your preferred refund method, it will be issued immediately after our returns team has confirmed the return and inspected the product. You can use this store credit for future purchases on our website.

Sale items:

Sale items cannot be refunded to the original payment method and can only be refunded as store credit.

Exchange:

If you request an exchange and it is approved, the replacement product will be shipped immediately.

Replacement:

If you receive a replacement for a damaged or defective item, our team will confirm the replacement immediately after receiving your request. Once confirmed, we will promptly send the replacement product to minimize any disruptions to your shopping experience.

Please note that specific timelines for refunds and replacements may vary in individual cases.

Damaged or incorrect items

We understand that issues can sometimes arise, and we are here to resolve them. If you receive an item that is defective, damaged during shipping, or that does not have the size/color you ordered due to our error, we are available to assist. In such cases, we will replace it free of charge. We do not offer refunds in these cases.

Shipping damage:

If your order arrives with visible shipping damage, please notify us immediately (within 30 days). We will coordinate the return process and ensure that you receive a replacement at no additional cost.

Incorrect size/color (our error):

If you receive a different color/size than you ordered due to our error, we apologize for any inconvenience this may cause. You can be assured that we will send you the correct item. To initiate this process, please contact support@modverden.com for step-by-step instructions.

Customer's responsibility

If you are using our convenient return process, please ensure the following:

  • Pack the product securely: Pack the product securely to avoid damage during transport.
  • Track the shipment: Use a track-and-trace service, and mark the shipment as "RETURN" to ensure a smooth return process and accurate tracking.

Policy changes

We are committed to providing you with the best possible shopping experience. Our return policy may evolve over time to better meet your needs and comply with applicable laws and regulations. To ensure that you are always aware of changes, we will:

  • Notification: Notify you of any changes to our return policy by posting updates on our website. These updates will be clearly marked when they take effect.
  • Review: We encourage you to review our return policy regularly, especially before making a purchase. This will help you stay informed about changes and how they may affect your rights and responsibilities as a customer.

Pickup location & refused orders

If a delivery is refused, or a package is not picked up, the item will be returned to our warehouse. In such cases, we offer a partial refund of 75% of the order value (minimum 200 Danish kroner). The remaining 25% will be withheld as a restocking fee to cover the costs of restocking. Alternatively, customers may also choose a free reshipment. However, this option must be reported to us within 15 days of receiving the notice of the refused or unpicked package.

Contact information for returns and support

If you have questions, concerns, or wish to initiate a return, feel free to contact our dedicated customer support team. We are here to help you. You can reach us through the following methods:

Opening hours:

  • Monday to Friday: 8:00 AM to 6:00 PM
  • Saturday: 10:00 AM to 4:00 PM

We strive to respond to your inquiries quickly and efficiently. Our standard response time is usually within 12 hours. But please be aware that our response time may be longer during peak periods. You can be assured that we are committed to addressing your concerns as quickly as possible.