This Refund Policy applies to all purchases completed through Modam. We hold funds during a specific "Buyer Protection" period to ensure safe and accurate transactions.
1. Eligible Refund Reasons
Buyers may request a dispute or refund within the protection period (typically 7 days after delivery confirmation) for the following reasons:
- Not as described: The artwork materially differs from the photos or physical dimensions listed.
- Damage in transit: The physical item arrived damaged (must be reported promptly with tracking and photos).
- Not received: The seller failed to ship the item, or tracking shows it was lost in transit.
- Authenticity issues: There is clear proof the item was misrepresented or not original.
2. Non-Refundable Cases
Refunds are generally not granted for the following reasons:
- Change of mind or "buyer's remorse" after the item has shipped.
- Minor color variances typical between screens and physical artwork.
- Damage caused by the buyer after safe delivery.
- Packages returned or abandoned by customs because the buyer refused to pay required import duties.
- Disputes opened after the Buyer Protection window has closed.
3. The Dispute Process
If an issue arises, the buyer must open a request in the Modam app. You will be asked to provide clear photos and evidence.
Modam acts as an impartial mediator. If a refund is approved, Modam will reverse the payment. Modam's decision is final.
4. Return Shipping
If a return is required to process the refund, the party at fault is generally responsible for the return shipping costs. For example, if a seller misrepresented an item, the seller bears the return cost. If a mutual cancellation is agreed upon, parties must communicate to decide on the return shipping arrangement.
5. Refund Processing Timelines
If a refund is approved by Modam, it is submitted immediately to our payment partner, Stripe. However, depending on your bank and payment network, it may take 5 to 10 business days for the funds to appear on your original payment method.