Refund policy
Every piece sold by Masterful Modern is selected with care. We hope each finds its place. When it does not, the following sets out how a return is initiated and a refund processed.
A piece returns to us only under the conditions outlined below.
Return Window
Returns must be initiated within 7 days of delivery.
Requests received after this period cannot be processed.
Eligibility
We accept returns for the following reasons only:
• The piece arrived damaged
• The piece shows manufacturing fault not visible in the product imagery
A returned piece must be in the same condition in which it was received: unworn, unused, with original tags attached, and in its original packaging.
Used pieces, or pieces returned without their original packaging, are not eligible for return.
Non-Returnable Items
The following are not eligible for return or refund under any circumstance:
• Personal care goods, including cosmetics, beauty products, and body care
• Custom products, special orders, and personalized items
• Swimwear and underwear
• Pieces sold at a discount of 20% or greater
• Gift cards and store credit
If you have a question about the eligibility of a specific piece, please contact us before placing the order.
Authenticity Guarantee
Every piece offered by Masterful Modern is 100% authentic, sourced directly from authorized European supply channels, and verified prior to dispatch. We do not handle replicas, refurbished goods, or items of uncertain provenance.
If a piece is ever found to be other than as described, it is fully returnable for refund — regardless of any other clause in this policy.
Damaged on Arrival
If the outer packaging shows damage at delivery, we kindly ask that you take a photograph of the packaging before opening it. This allows us to assess the situation fairly and to act with confidence.
Whatever the circumstance, we will work with you to find a solution that respects both the piece and the time you have invested.
How to Initiate a Return
Returns are arranged by email. Please write to info@masterfulmodern.com with the following details:
• Your order number
• The item(s) and quantity you wish to return
• The condition of the item: unopened, opened, or damaged
• Your reason for return
• Whether the item includes its original tags and labels
• Photographic evidence (required for damaged items)
Once we have received and confirmed eligibility, our team will send you the return address and shipping waybill. Because our pieces ship from multiple fulfilment warehouses, the return address depends on the origin of your original shipment, and is supplied only once your return is approved.
Return Shipping
If the return is due to an error on our part - including damaged goods, manufacturing fault, or authenticity concern - return shipping cost only is fully covered by us.
In all other cases, the following charges will be deducted from the refund amount:
• Two-way transportation fees (outbound and return shipping)
• Reimportation and customs clearance fees
• 5% payment processing fee, calculated on the total order value
These charges reflect the actual costs incurred and are not a fee retained by Masterful Modern.
Refund Method and Timing
Refunds are processed within 14 business days of our receipt and inspection of the returned piece. In some cases, processing may take up to 21 business days.
Refunds are issued to the original method of payment, unless you opt for store credit (see below).
Please allow additional time for your bank or card issuer to post the refund to your statement. If more than 21 business days have passed since approval and you have not received your refund, please contact us at info@masterfulmodern.com.
Store Credit Option
In place of a refund, you may opt to receive store credit equal to the eligible refund amount. Store credit:
• Is issued without the 4% payment processing deduction
• Never expires
• May be applied to any future purchase on masterfulmodern.com
For collectors who intend to return to the collection, store credit is the lighter path.
Exchanges
At present, Masterful Modern does not offer direct exchanges. If you wish to receive a different size, colour, or piece, please initiate a return under this policy and place a separate order for the new item.
Repeated or Excessive Returns
Masterful Modern is a curated, low-volume collection. Our pieces are sourced in scarcity, and each is dispatched on insured logistics that carry real cost.
We monitor return activity across the collection. Where a customer’s return rate, over any twelve-month period, sits materially above what reflects considered use of the collection — or where the pattern of orders and returns suggests the store is being used as a fitting room rather than a place of discovery — we reserve the right to:
• Decline future return requests from that customer
• Limit, suspend, or refuse future orders
• Close the customer’s account
This clause is applied with discretion, and only where the pattern is clear. It is not directed at occasional returns made in good faith. Customers who believe a decision under this clause has been made in error may write to info@masterfulmodern.com for review.
Contact
For any return request or question, please write to info@masterfulmodern.com. Our team will respond within two business days.
Effective date: 01 June 2024