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
