Refund policy
Refund Policy
Last updated April 04, 2025.
At ModeMate LLC, we aim to ensure that all our customers are satisfied with their purchases. If you find that your purchase does not meet your expectations, or you change your mind for any reason, you are entitled to a full refund within 14 days of receipt, provided the item remains unused. For details on how to initiate a return and request a refund, please see the information below. Please note that refund requests submitted outside of the outlined parameters will still be duly considered.
Returns
All returns must be postmarked within fourteen (14) days of delivery. Items eligible for a return must be in new and unused condition with all original tags and labels attached and must be in their original packaging. Fully customized items, such as those made to your specifications or clearly personalized, including those with custom prints like names or unique designs, cannot be returned.
Additionally, we do not accept returns of goods that, due to their nature, are not suitable for return. This includes goods that deteriorate rapidly, have passed their expiry date, or goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery. Goods which, after delivery, become inseparably mixed with other items are also non-returnable.
We reserve the right to refuse returns of any merchandise that does not meet these conditions at our sole discretion. Only regular-priced goods may be refunded. Unfortunately, goods purchased on sale cannot be refunded, except as required by applicable law.
Return Process
To initiate a return or cancel your order, please contact us within 14 days from the date you received the goods, or a third party appointed by you, who is not the carrier, took possession of the product. You can start this process and inform us of your decision to return or cancel by emailing info@mymodemate.com or by visiting the “Start a Return” page on our website: https://mymodemate.com/pages/start-return. When you contact us, please provide a clear statement of your decision to return or cancel, and you will then receive a Return Merchandise Authorization (RMA) number to proceed with the return.
Please pack the item securely in its original packaging and include the RMA number. Returns can be sent to one of our two return addresses, either in the USA or in Europe (France). We will provide specific address details based on your location to ensure efficient processing.
ModeMate LLC provides a return shipping label for customers within the EU, UK, and US. The fee is €5.99 for EU and UK customers, and $6.99 USD for US customers. The fee will be deducted from the product refund. For international orders outside of the EU, UK, or US, customers are responsible for the cost of return shipping. Additionally, a restocking fee of $5.99 USD applies to all returns from these regions.
Remember, you are responsible for packing the returned items securely and providing them in their original condition. We strongly advise using an insured and trackable mail service to ensure the safe return of your goods. Please note that we are unable to issue a refund without actual receipt of the goods or proof of received return delivery.
Refund Process
After receiving your return and inspecting the condition of your item, we will process your return. Please allow up to fourteen (14) days from the receipt of your item to process your return. If you are eligible, you will be issued a full refund within a week of approval.
You will receive the refund through the same payment method you used to make the purchase. Please note that refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.
If for any reason, ModeMate LLC is unable to issue a refund via your initial payment method, we will provide the value in equivalent credit or provide an alternate method of refund. Please note that some payment methods available in your jurisdiction may not support refunding a purchase back to the original payment method.
If the goods were marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. A gift certificate will be mailed to you once the returned product is received. Conversely, if the goods weren't marked as a gift, or if the gift giver had the order shipped to themselves to give to you later, the refund will be sent directly to the gift giver.
EU Right of Withdrawal Services
If you are an EU resident, you have the right to withdraw from any purchase of an unused product on ModeMate LLC within 14 days without giving any reason.
For any purchased products, the withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise the right of withdrawal, you must inform us of your decision to withdraw from the purchase contract by an unequivocal statement. The easiest way to do so is by informing our customer support through info@mymodemate.com. If you do so, we will promptly acknowledge receipt of such a withdrawal on a durable medium (e.g. by e-mail). To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
You shall return the goods without undue delay and in any event not later than 14 days from the day you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Effects of Withdrawal
If you withdraw from an agreement, we shall reimburse you all payments received from you without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
How to Request a Refund
You can request a refund or get other assistance with your purchases at info@mymodemate.com.
Abuse
Refunds are designed to remove the risk from purchasing products - not as a way to get free products. If it appears to us that you are abusing refunds, we may stop offering them to you.
No Disparagement
You agree not to disparage us in any manner. For the avoidance of doubt, disparagement shall mean disparaging or otherwise making any false or negative statements about ModeMate LLC’s products, services, members, managers, or employees.
Release of Liability
You, on behalf of yourself, and your respective heirs, estates, administrators, successors and assigns hereby unconditionally release and forever discharge ModeMate LLC and its agents, employees, representatives, managers, members, predecessors, successors, parents, subsidiaries, assigns, and affiliates, and from any and all claims, causes of action, demands, obligations, liabilities, damages, attorneys’ fees, costs, and expenses of any type and nature whatsoever, whether in law or in equity whether known or unknown, either existing or that may exist from the beginning of time to the date of this release.
No Admission of Liability
You understand and acknowledge that acceptance of any refund request by you shall be not deemed or construed as an admission of liability by ModeMate LLC with respect to any dispute or any other matter. This Refund Policy shall not be used or construed in connection with any other suit or other proceedings as an admission or concession of liability.
How can you contact us about this policy?
For any further questions or comments regarding this policy, please contact us via email at info@mymodemate.com or through our online contact form at https://mymodemate.com/pages/contact.
Revision Date
This Refund Policy was last updated on 04 April 2025 (“Revision Date”). If you were a user before the Revision Date, it replaces the existing Refund Policy.
