Our Satisfaction Promise

A straightforward path to help when a purchase is not right for you.

 

Your experience with Touch of Modern matters to us. If something isn’t right with your purchase, our Care Team is here to listen, explain your options, and work with you toward a resolution.

For the first 30 days after delivery, you can contact us with any purchase concern—even if your item has a shorter return window or is marked final sale. We’ll review your concern and explore available ways to help. This additional assistance does not extend an item’s stated return window or make a final-sale item returnable.

Once you start a request within the applicable timeframe, we’ll continue assisting you through its review and any approved resolution. You’re welcome to contact us after 30 days, too, for help understanding any remaining return, warranty, or other support options.

 

Your item’s return terms

Return eligibility, timeframes, available resolutions, and fees may vary by item. Please review the return information on the Touch of Modern product page before purchasing.

The item-specific terms displayed when you place your order apply to that purchase. Where those terms do not address a particular detail, the general provisions below apply.

If no return-request window is listed, contact our Care Team within 30 calendar days after delivery to request a return. If no item-specific return policy is listed, the general eligibility, condition, resolution, and fee provisions below apply. A missing timeframe does not override a clearly stated final-sale or other non-returnable designation.

 

How to request help or a return

To request help or a return, start a request in our Customer Support Portal. Include your order number and a brief description of the issue.

Please submit just one request per issue. Sending a separate email or opening another portal request won’t speed up our response. If you need to add information or follow up, reply to your existing request so we can keep everything together.

We’ll review your request, explain the available resolution options and applicable charges, and provide instructions for any approved return.

Please contact us before sending anything back. Do not return an item to the address printed on its original shipping box. That address may belong to a fulfillment partner that cannot receive or process returns. Items from the same order may require separate return destinations.

Returns sent without authorization or to the wrong address may be delayed or refused and may incur additional shipping costs.

 

Available resolutions

Available resolutions follow your item’s stated terms. Where no item-specific remedy is stated, Touch of Modern will determine the appropriate option based on the item, its condition, availability, and the circumstances. Options may include:

• An exchange for an available item.

• Touch of Modern store credit.

• A refund to the original payment method.

We’ll explain the proposed resolution and any applicable fees before you authorize a return. Exchanges are subject to availability and may require a return followed by a replacement order.

If your purchase terms provide a particular remedy and your request qualifies, those terms apply.

 

Return eligibility and condition

Unless your item’s terms state otherwise, change-of-mind returns must be in their original, unused, unworn, and unwashed condition, with all applicable tags, accessories, certificates, manuals, and original packaging included.

Unless a different deadline is stated on the product page, an approved return must be shipped within seven calendar days after you receive complete return instructions and any required return label. If you anticipate difficulty meeting that deadline, please contact us before it expires.

Keep your shipping receipt and tracking information until your return is complete.

Personalized, made-to-order, and other non-returnable items will be identified on the product page. Any additional restrictions related to health, hygiene, safety, or licensing will also be stated there.

 

Final-sale items

Items identified as final sale when purchased are not eligible for change-of-mind returns or exchanges. This includes fit, color, or style preferences when the item received matches your order and its description.

Final-sale status does not exclude assistance with an item that arrives damaged, defective, incorrect, incomplete, or materially different from its description.

For example, receiving a different size or color than you ordered is an order error. Receiving the size or color you ordered and preferring another is a change-of-mind request.

Even when a return is unavailable, our Care Team is happy to answer questions and explore practical ways to help.

 

Return shipping and fees

Return arrangements and costs vary by item and fulfillment partner. For change-of-mind returns, return-shipping charges and restocking fees may apply, and original shipping charges are generally nonrefundable unless your item’s terms state otherwise.

Where available, item-specific fees are included in the product page’s return information. Our Care Team will confirm the applicable return arrangements, charges, and expected refund or store credit before you decide whether to proceed. Please wait for those details and our return instructions before sending anything back.

If a return cost cannot be confirmed right away, we’ll keep your request open while we obtain the information. Your original contact date will determine whether you contacted us within the applicable request window.

For a confirmed damaged, defective, incorrect, or incomplete item, Touch of Modern will cover any required return shipping. Change-of-mind return fees do not apply when we are correcting a confirmed product or fulfillment error.

Any charges must be consistent with the terms applicable to your purchase and applicable law.

 

Damaged, defective, incorrect, incomplete, or missing items

If your order arrives visibly damaged, please contact us within 48 hours after delivery and include clear photos of the item and packaging when available. If you cannot provide photos, contact us anyway.

Prompt reporting helps us investigate transit damage. The 48-hour request does not automatically disqualify a later report or limit applicable rights.

For a defect, incorrect item, missing component, or missing delivery, contact us as soon as you discover the issue. We may request photos, serial numbers, packaging details, or a return for inspection.

We’ll review the circumstances and coordinate an appropriate resolution, which may include a replacement, a missing component, or a refund. Store credit may also be offered with your agreement. Separate manufacturer warranty terms may apply to some defects.

 

Refunds and store credit

After a returned item is received and its condition is reviewed, we’ll notify you of the outcome. Approved refunds and store credits will be initiated promptly. If additional review is needed, we’ll explain what is outstanding and keep you updated.

Refunds are issued to the original payment method unless another arrangement is required or agreed. The amount reflects what you paid for the returned item, applicable refundable taxes, and any disclosed deductions.

After we initiate a refund, most banks and payment providers require approximately five to ten business days to post it to your account. Processing times vary by provider and are outside Touch of Modern’s control.

Store credit is provided electronically with instructions for use.

 

Additional assistance and goodwill exceptions

If your request falls outside the applicable return terms, we may offer additional assistance as a goodwill exception.

Depending on the circumstances and available options, this could include store credit, a partial refund, a replacement, or another solution. Touch of Modern determines whether an exception is available and what form it takes. We’ll explain any offer so you can decide whether to accept it.

Goodwill exceptions do not change the item’s return terms or limit remedies otherwise available under your purchase terms or applicable law.

 

Your point of contact

Touch of Modern’s Care Team remains your point of contact throughout the process, including when a fulfillment partner ships your item.

For help with your purchase, visit our Customer Support Portal and include your order number and a brief description of how we can help. If you’re unable to use the portal, email support@touchofmodern.com instead.

Applicable rights and policy updates

This promise is in addition to rights that cannot be excluded or limited under applicable law.

Touch of Modern may update this policy from time to time. Updates apply prospectively; the policy and item-specific terms presented when you place your order apply to that purchase.