Refund policy

Return & Exchange Policy

ModiToon products are made-to-order custom items. Therefore, refunds or returns due to a change of mind are not accepted.
If an item has a defect or production issue, only an exchange with a newly reproduced item is available.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item so that we can evaluate the issue and make it right.

To request an exchange, please contact us or our partner first. Unauthorized returns or exchanges will not be accepted.
Once your request is approved, we will provide instructions for the exchange process.

Items eligible for exchange must be unused, unworn, with tags, in the original packaging, and accompanied by proof of purchase.

The following items are not eligible for return or exchange:

  • Perishable goods
  • Custom or personalized items
  • Personal care goods
  • Hazardous materials
  • Gift cards
  • Sale items

For customers located in the EU, you may have the right to cancel or return your order within 14 days under applicable cooling-off regulations. However, this right may not apply to custom-made or personalized products.

Approved refunds, if applicable under exceptional circumstances required by law, will be issued to the original payment method within 10 business days after approval.
If more than 15 business days have passed since your refund was approved, please contact us.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us using the contact form