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Lost, Faults and Damages

Lost, Faults and Damages

Lost, Faults and Damages

All orders are covered by our FREE transit insurance. While our logistics network is designed to minimise handling and risk, on rare occasions items may be lost or damaged during transit.

Lost in Transit

If your carrier advises that your order has been lost in transit, please contact us at info@modaliving.com.au.

Our team will investigate and arrange a suitable resolution as quickly as possible.

Damaged on Delivery

If your item appears damaged upon delivery, please inspect it carefully before signing.

  • If the packaging is damaged but the item appears acceptable, note this on the consignment and cross out “received in good condition”
  • If the item is severely damaged, take clear photos or video, refuse delivery, and contact us immediately

We will arrange a replacement at the earliest possible time.

Faulty, Missing Parts or Manufacturing Issues

If your item arrives in good condition but has missing parts, faults, defects, or manufacturing issues, please contact us as soon as possible.

  • Provide clear photos or video showing the issue
  • Ideally report within 7 days of delivery

Reporting issues early allows us to resolve them quickly and minimise delays.

After 7 Days

If an issue is reported after 7 days, we will first attempt to repair the item before considering replacement. Return shipping costs may be the responsibility of the customer.

Resolution Process

The most appropriate solution depends on the nature of the issue. We will work with you to provide a fair and practical resolution, which may include replacement parts, repair, or replacement.

What is Not Covered

You are not entitled to a remedy for the following:

  • Normal wear and tear
  • Damage caused by improper assembly or modification
  • Damage caused by misuse, abnormal use, or abuse
  • Damage occurring after delivery due to handling or use (for example fabric or PU leather)
  • Failure to take reasonable care to maintain the product
  • Damage to packaging only
  • Damage during your own handling or transportation of the product

Need Assistance?

If you experience any issue, our team is here to help.

Email: info@modaliving.com.au

Phone: 1300 040 677

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