Refund and returns policy
You have 14 days from the day your parcel arrives to tell us you want to return something. Unused items go back for a refund. Because every piece is 3D printed to order, returns are authorized by us first and the buyer covers the cost of return shipping.
If you are in the European Union, the EEA or the United Kingdom, read the section at the end of this page. You have a statutory right to withdraw that sits on top of everything here. Where the two differ, the statutory right wins.
How to return an item
Refunds
Once the item arrives and is confirmed unused, the refund goes back to the original payment method within 5 to 10 business days. Shipping is built into the product price. On a return, both the outbound shipping cost and the return shipping cost are deducted from your refund. Buyers in the EU, the EEA and the UK are an exception: only the return shipping cost is deducted. See the section at the end.
Damaged or incorrect items
If a piece arrives damaged, or is not what you ordered, email us within 14 days of delivery with photos. We replace or refund it in full at our cost, and you do not pay return shipping.
What cannot be returned
Items that have been used, planted in, washed, painted or modified.
Pieces made to your own specification: a size we do not publish, or a colour we mixed to your request. Choosing a colour from our published colour chart is not personalisation. Those pieces can be returned like anything else.
Cancellations
Orders can be cancelled for a full refund until printing begins, usually 24 hours after the order is placed. After that the piece is already on the printer and the return process above applies. Buyers in the EU, the EEA and the UK can still withdraw after printing has begun, under the section below.
Buyers in the European Union, the EEA and the United Kingdom
Your right to withdraw
You may withdraw from your order within 14 days, for any reason, without giving a reason. The 14 days run from the day you, or someone you name who is not the carrier, takes physical possession of the goods. If your order arrives in more than one parcel, the 14 days run from the day the last parcel arrives.
This right comes from Article 9 of Directive 2011/83/EU on consumer rights. In the United Kingdom it comes from regulation 30 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
How to withdraw
Tell us before the 14 days are up. Any clear statement is enough: an email to orders@moltenmodern.com saying you are withdrawing will do. You may use the model form at the bottom of this page, but you do not have to, and you do not need our authorization first. We will acknowledge your withdrawal by email, with the date and time we received it.
Sending the goods back
Send the goods back within 14 days of the day you tell us you are withdrawing. You pay the direct cost of returning them. If you would rather we issue the label, we will, and we deduct its cost from your refund.
Your refund
We refund everything you paid for the goods, including any delivery charge you paid, within 14 days of the day you tell us you are withdrawing. We may hold the refund until the goods reach us, or until you show us proof that you have sent them, whichever happens first. The refund goes back to the payment method you used, and we do not charge you a fee for it.
You may handle the goods to check their nature, characteristics and how they work, the way you would in a shop. If you go beyond that and the goods lose value as a result, we may deduct that loss from your refund.
When the right to withdraw does not apply
The right to withdraw does not apply to goods made to your specifications or clearly personalised. That is Article 16(c) of the Directive, and regulation 28(1)(b) of the UK Regulations. For us it means one of two things: a size we do not publish, or a colour we mixed specifically at your request. Picking a colour from our published colour chart is a standard option, not a personalisation, and does not remove your right to withdraw. We tell you on the product page before you order if a piece falls outside the right.
Your legal guarantee
Separately from the right to withdraw, you have a legal guarantee that the goods conform to the contract. In the EU this lasts at least two years from delivery, under Directive (EU) 2019/771. In the UK it comes from the Consumer Rights Act 2015. Nothing in this policy limits it.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract.
To Molten Modern, orders@moltenmodern.com. Our postal address is on our Contact page.
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is notified on paper):
Date: