Exchange, return and refund policy

We take care in MODERNO To provide high quality products and a distinctive buying experience to our customers. Due to the nature of the aromatic products, some products may be subject to special conditions regarding replacement and return.

1. Refund acceptance conditions

The customer can request the return of the product in the event of a manufacturing defect or the arrival of the product in an improper condition, provided:

  • Communication with customer service during [7 days] From the date of receipt of the application.
  • The product must be unused.
  • The product must be in its original condition.
  • Do not open the package or remove the SEALs, whenever they are present.
  • Attach clear photos of the product and the damage or defect when requesting a return.

Acceptance of the refund request is subject to a case review by the customer service team.

2. Products that cannot be returned

Due to the nature of perfume, incense and oud fat products, it is not possible to accept the return of products that have been:

  • Open them or use them.
  • Remove its original seal or packaging.
  • Change its original state.
  • They are damaged as a result of misuse or incorrect storage.

Products that were specially manufactured or processed at the request of the customer, if any, also cannot be returned.

3. Damaged or faulty products

In case of receiving a damaged product or a product different from the ordered one, you should contact customer service as soon as possible and send clear photos of the product and the order.

After checking the status, it may be:

  • Replace the product with a correct or intact product.
  • Or refund the product value according to the situation.

In cases where the fault is from the store, the store will bear the shipping costs related to replacement or return according to the situation.

4. Replacement

If the exchange is approved, the product must be returned in accordance with the instructions provided by the customer service team.

The product must be in its original condition, unused and unopened.

The availability of the replacement product is subject to the stock available at the time of the replacement.

5. Refund amount

If the refund of the order or product is approved, the refund will be made through the payment method used in the purchase process, whenever possible.

The process of the appearance of the amount in the client's account may take an additional period depending on the bank or payment service provider.

6. Shipping charges

In the event that the reason for the return or replacement is due to:

  • Arrival of a damaged product.
  • The presence of a factory defect.
  • Sending an incorrect product from the store side.

Shipping costs will be handled according to the situation.

If the return request is due to a change of the customer's opinion or another reason not related to the presence of a defect in the product, the customer may bear the relevant shipping costs, according to the store's terms.

7. How to submit a refund request

To submit a refund or exchange request, please contact customer service and provide us with the following data:

  • Order number.
  • Name of the client.
  • Phone number.
  • Product name.
  • The reason for the return or replacement.
  • Product photos, when needed.

The MODERNO team will review the application and communicate with the client to inform him of the next steps.

8. Cases not covered by the refund

The store is not responsible for damages caused by misuse of the product, improper storage or violation of the instructions for use.

Products whose condition has been changed after receipt Due to customer use are also not accepted.

9. Update the refund policy

MODERNO reserves the right to amend the exchange, return and refund policy when needed, the updated version will be posted on the site.