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Returns & Exchanges
Modern Matter hardware is made from solid brass, a material built to outlast trends, installation cycles, and the projects it anchors. Each piece is carefully designed by our team, crafted by artisans, and assembled and inspected in our Virginia Beach studio.
Because many of our pieces are prepared specifically for each order and require detailed inspection upon return, eligible returns are subject to a restocking fee. This helps us maintain the high level of quality and care that our customers expect.
For customers looking for exchanges, we offer complimentary exchanges on eligible items, including a prepaid return label and complimentary standard shipping on the replacement order.
For guidance at any stage, our Customer Care team is here to help at hello@modern-matter.com or 704-749-2110.
Policy Area |
Terms |
|---|---|
Eligible items |
Returnable within 30 days of delivery |
Condition |
Unused, uninstalled, in original protective packaging |
Restocking fee |
20% restocking fee and $15 return label deducted from refund |
Exchanges |
Complimentary for eligible items |
Damaged or incorrect items |
Replaced or refunded with no processing or shipping fees |
Processing time |
7–10 business days from the receipt of the returned item(s) |
Custom Items and Made to Order Items |
Not refundable unless faulty or damaged |
Exchanges
Need a different size, finish, or style? Exchanges for eligible items are complimentary through our returns portall. We’ll provide a prepaid return label for your original item and complimentary standard shipping on your replacement order.
Eligible items may be exchanged for other item(s) of equal or greater value. If your selected replacement has a higher price, the difference will be collected at the time of checkout for your exchange order.
How exchanges work:
1. Start your exchange through our returns portal by selecting the item(s) you’d like to return and your preferred replacement item(s).
2. Once your exchange is submitted, a prepaid return shipping label will be issued, and your replacement order will be created automatically.
3. Your replacement order will ship separately as a new order with complimentary standard shipping.
4. After your original item(s) are received and inspected by our Customer Care team, your return will be processed, and the corresponding credit will be applied to finalize the exchange.
Return labels are valid for 10 days from the date of issue.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact our Customer Care team at hello@modern-matter.com or 704-749-2110.
To help us resolve the issue as quickly as possible, please include:
• Order number
• A description of the issue
• Photos of the item, packaging, and shipping label
Once the issue has been reviewed and approved, we will arrange a replacement, exchange, or full refund, including any applicable shipping charges.
Returns
Eligible items may be returned within 30 days of delivery. Returned items must be unused, uninstalled, received in their original protective packaging, and include the provided return form. Once inspected, the refund will be issued to the original form of payment, less any applicable restocking and return label fees.
Fees
• A 20% restocking fee and a $15 return label fee are deducted from the refund.
• Original shipping charges are non-refundable.
• Refunds are issued to the original form of payment upon receipt and inspection of returned item(s).
• Return labels are valid for 10 days. Modern Matter reserves the right to decline returns that do not meet the above conditions.
Items Not Eligible for Return
Some Modern Matter pieces are made to order. Because these items cannot be returned to inventory in their original condition, they are not eligible for return unless they arrive damaged or faulty.
• Items Customized with Gemstones: All gemstone items are made to order and assembled at our Virginia Beach studio.
• Bath Hardware: All bathroom hardware is made to order and assembled at our Virginia Beach studio.
• Drapery Hardware: All drapery hardware is made to order and assembled at our Virginia Beach studio.
• The Archive Collection: All products in The Archive Collection are final sale and cannot be returned or exchanged.
• International Orders: Due to duties and tariffs, international orders are not eligible for returns, exchanges, or refunds.
• Sample Purchases: Items purchased at a 75% discount as samples are final sale and are not eligible for returns, exchanges, or refunds.
• Items Beyond the 30-Day Return Window: Returns are only accepted within 30 days of delivery. Items submitted for return after this window are ineligible for a refund or exchange.
Additional Questions
Have questions about your order, a specific finish, or return eligibility? Our Custom Care team is available to assist both before purchase and after delivery. Contact us at hello@modern-matter.com or 704-749-2110.
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