Refund and Returns Policy

We want buying from Modulus Home to be straightforward. If something is wrong with your order, or you change your mind, this page explains what to do.

This policy does not affect your statutory rights.

Change of Mind

If you are a UK consumer buying online, you normally have the right to cancel your order within 14 days of receiving your goods.

If you wish to cancel, contact us within that 14-day period.

After notifying us, you normally have a further 14 days to return the goods.

Returned products should be:

• in suitable condition for return
• securely packaged
• complete with any supplied components
• handled only as much as reasonably necessary to inspect them

Where goods have been used or handled beyond what would reasonably be necessary to inspect them, we may make a deduction from the refund for any reduction in value where permitted by law.

How to Request a Return

Before returning anything, please contact us through the Modulus Home contact page and provide:

• your name
• order number
• the product(s) you wish to return
• the reason for the return

We will then provide the appropriate return instructions.

Please do not send products back without contacting us first, particularly liquids or chemical products, as appropriate transport and packaging requirements may apply.

Return Postage

If you are returning an item because you have changed your mind, you are normally responsible for the cost of returning it unless we tell you otherwise.

If the product is faulty, damaged, incorrect or not as described, we will deal with reasonable return costs in accordance with your legal rights.

Damaged, Faulty or Incorrect Orders

If your order arrives:

• damaged
• leaking
• faulty
• incorrect
• incomplete

please contact us as soon as reasonably possible.

Include your order number and, where helpful, photographs showing the issue.

We will assess the problem and arrange an appropriate remedy, which may include:

• replacement
• refund
• partial refund
• another suitable resolution

depending on the circumstances and your legal rights.

Faulty Products

Products must be of satisfactory quality, fit for purpose and as described.

If a product is faulty, your rights under the Consumer Rights Act 2015 apply.

Depending on the circumstances, you may be entitled to a refund, repair or replacement.

Nothing in this policy limits those rights.

Refunds

Once a return has been received and checked, we will process any refund due as soon as reasonably possible.

Where you exercise your legal right to cancel an online order, refunds will normally be made within 14 days of us receiving the returned goods, or within 14 days of you providing evidence that the goods have been sent back, where applicable.

Refunds will normally be made using the original payment method.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

Original Delivery Charges

Where you cancel an entire eligible order under your statutory cancellation rights, we will refund the standard outbound delivery charge where required by law.

If you selected a more expensive delivery service than our standard delivery option, any additional delivery cost may not be refundable.

Part Returns

If you return only part of an order, the original delivery charge will not normally be refunded unless required by law.

Any promotional discount, bundle saving or free-shipping qualification may be recalculated where appropriate if returning part of an order changes the conditions under which the original discount was applied.

Products That Have Been Opened or Used

Opening a product does not automatically remove your statutory rights.

However, if a product has been used beyond what is reasonably necessary to inspect it, we may reduce the refund to reflect any loss in value where the law allows us to do so.

For safety reasons, some opened chemical products may require specific return instructions.

Please contact us before attempting to return any opened liquid or chemical product.

Refills

Refill products are covered by the same statutory rights as other products.

If a refill pouch arrives damaged, leaking, faulty or incorrect, contact us and we will resolve the issue.

Where a refill has been opened or used, any return or refund will be assessed in line with your statutory rights and the condition of the product.

Refused or Undeliverable Orders

If an order is returned to us because:

• the delivery address supplied was incorrect
• delivery was repeatedly unsuccessful
• the parcel was not collected
• delivery was refused without cancelling the order correctly

we may deduct reasonable delivery or return costs from any refund where permitted.

Cancelling Before Dispatch

If you need to cancel an order before it has been dispatched, contact us as soon as possible.

We will try to stop the order before fulfilment, although this cannot always be guaranteed.

If the order has already been dispatched, the normal returns process will apply.

Business Customers

The statutory cancellation rights described above primarily apply to consumers.

If you purchase from us wholly or mainly for business purposes, different terms may apply.

Contact us if you need to arrange a business return.

Contact

Modulus Home is operated by:

Modulus Group Limited
Company Number 17222974

Unit A
82 James Carter Road
Mildenhall
Suffolk
IP28 7DE
United Kingdom

For all return, refund or order issues, please contact us through the website before sending goods back.

Your Statutory Rights

Nothing in this Refunds & Returns Policy affects your statutory rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.