Refund Policy

Modient Limited (trading as Modient Labs, "we", "us") wants you to be happy with your order. This policy explains how returns and refunds work. It does not limit any rights you have under consumer law, including the New Zealand Consumer Guarantees Act 1993 and the Fair Trading Act 1986, or equivalent laws where you live.

Change of mind returns

• You can ask to return most items within 30 days of delivery.
• Items must be unused, in their original condition and packaging, with proof of purchase.
• You pay for return shipping on change-of-mind returns unless we tell you otherwise.
• These items can't be returned for change of mind: personal care and hygiene products once opened, clothing that has been worn or washed, gift cards, and final-sale or clearance items.

Faulty, damaged or incorrect items

If your item arrives damaged or faulty, or isn't what you ordered, contact us within 14 days of delivery with your order number and photos. We will offer a repair, replacement or refund as required by law, and we cover any return shipping costs.

How to start a return

Email [SUPPORT EMAIL] with your order number and the reason for the return. We'll reply with instructions and the return address. Please don't send items back without contacting us first, because returns may go to a different address from where your order shipped.

Refunds

Once we receive and inspect your return, we'll email you to confirm whether the refund is approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card provider may take a few extra days to process it. Original shipping charges are refunded only if the item was faulty or incorrect.

Exchanges

The fastest way to get a different item is to return the original and place a new order.