Refund Policy

This Refund Policy applies to purchases completed through Modam checkout (Stripe). It should be read together with the Terms of Service and Shipping Policy.

1. How Modam checkout works

All standard sales use one checkout flow: payment is collected through Modam, and funds may be held during a buyer protection period as described in the Terms and in the app (commonly about seven (7) days after delivery confirmation, or as otherwise shown). There is no separate “direct transaction” path that removes platform protections or this policy.

2. Buyer protection & eligible refund reasons

• Not as described: The artwork materially differs from the listing description or representative photos.
• Damage in transit: Documented damage — report promptly with photos as instructed in the app or by support (typically within 48 hours of delivery).
• Not received: No delivery where tracking or facts support a non-delivery claim.
• Authenticity / major misrepresentation: Clear misstatement of originality or medium where provable.

Approval is case-by-case. We may request evidence (photos, tracking, communications). Purchase of shipping insurance or lack thereof does not determine eligibility.

3. Before the seller ships

If the seller has not yet shipped and the order still shows as cancellable in the app, you may request cancellation. We will process cancellations that the app allows for that order status and that comply with applicable law. If a refund is approved, it is not conditioned on insurance.

4. Dispute request process

5. Returns

If a return is required, the party at fault (as determined in review) is generally responsible for return shipping cost. Use a trackable method and keep proof of shipment. Modam does not sell shipping insurance; you may choose carrier services that suit the value of the item, but that choice does not change refund eligibility under this policy.

6. Non-refundable cases (examples)

• Change of mind after shipment or outside the dispute window.
• Minor color variance due to screens or photography.
• Damage after delivery caused by the buyer.
• Issues reported after the protection window has ended (unless law requires otherwise).
• Customs refusal or abandonment where the buyer failed to pay duties, provide required importer information, or comply with import rules — subject to case review and applicable law. Documented carrier or customs storage, return freight, or disposal fees tied to that refusal may be treated as part of the loss and allocated to the at-fault party where reasonable.

7. Challenges, auctions, and special formats

8. Refund timing

• Internal review: typically 3–5 business days when evidence is complete.
• Payment partner & bank: often an additional 5–15 business days after approval.

9. Response times (support vs. disputes)

Timelines are targets or typical ranges, not guarantees.

• General support (account, app usage, questions not tied to an open paid-order dispute): we target an initial acknowledgment within one (1) business day.
• Refund and order disputes (paid order, evidence submitted): we typically complete an initial review within three to five (3–5) business days when information is complete, as described in Section 4.

10. Contact