Refund policy

Return & Refund Policy

At Modesta, we take great care in preparing and dispatching each order. Please read this policy carefully, as it outlines your rights and our obligations regarding returns, exchanges, and refunds.

1. Change of Mind

Modesta does not offer refunds for change-of-mind purchases.

If you wish to return an item due to a change of mind, we offer store credit or exchange only, subject to the conditions below.

Conditions:

  • Requests must be made within 7 days of delivery
  • Items must be:
    • Unworn and unwashed
    • In original condition
    • With all tags attached
    • In original packaging

Items showing signs of wear, use, washing, or damage will not be accepted.

Final Sale / Non-Returnable Items (unless faulty):

  • Hijabs and scarves
  • Accessories
  • Inner dresses
  • Sale or discounted items

2. Order Cancellations or Changes (Before Dispatch)

If you wish to cancel or amend an order before dispatch, you must notify us in writing within 24 hours of placing your order.

Please note:

  • Once an order has been dispatched, it cannot be cancelled
  • Approved cancellations will be issued as store credit only, unless otherwise required by law

3. Store Credit & Exchanges

  • Store credit will be issued once the returned item has been received and approved
  • Store credit is valid for 12 months from the date of issue
  • Exchanges are subject to stock availability
  • If the requested exchange item is unavailable, store credit will be provided instead

4. Return Shipping (Change of Mind)

  • Customers are responsible for return shipping costs for change-of-mind returns
  • Original shipping fees are non-refundable
  • Items must be returned to the address provided in our return instructions
  • Modesta is not responsible for items returned to an incorrect address or lost in transit

5. Faulty or Incorrect Items

Modesta complies with the New Zealand Consumer Guarantees Act.

All items are inspected prior to dispatch. However, if you receive an item that is faulty, damaged, or incorrect, please contact us within 48 hours of delivery.

How to report an issue:
Email info@modesta.co.nz with:

  • Your order number
  • A clear description of the issue
  • Clear photographic evidence of the fault or damage

6. Conditions for Faulty Returns

To be eligible for assessment:

  • Items must be unused
  • Original packaging, tags, and labels must be intact
  • Photos must clearly show the fault or damage

Normal wear and tear, misuse, or accidental damage is not considered a fault.

7. Resolution for Faulty Items

Once the item has been assessed and confirmed as faulty, we will offer one of the following (at our discretion):

  • A replacement item (subject to availability), or
  • A full refund to the original payment method

If a replacement is unavailable, a refund will be issued automatically.

Return shipping costs for confirmed faulty items will be covered by Modesta.

8. Processing Time

  • Refunds (where applicable) will be processed within 10 business days after approval
  • Processing times may vary depending on your payment provider

9. Policy Updates

Modesta reserves the right to update or amend this policy at any time.
It is the customer’s responsibility to review the most current version available on our website.

If you have any questions or require clarification, please contact us at:
info@modesta.co.nz

Thank you for shopping with Modesta.