Refund policy

Effective date: January 15, 2026

Each Modtrim product is made to order according to the specifications selected or approved by the customer. Because our products are custom-made, all sales are final once production begins.

Returns and Exchanges

We do not accept returns or exchanges for:

  • Changes of mind or personal preference
  • Incorrect measurements or specifications provided or approved by the customer
  • Products that do not fit because access points, walls, floors, ceilings, mounting surfaces, or installation areas were not measured or evaluated correctly
  • Natural variations in wood grain, veneer, texture, pattern, or color
  • Minor color differences caused by lighting, photography, display settings, or differences between samples and finished materials
  • Products that have been installed, assembled, altered, refinished, repaired, or damaged after delivery
  • Normal wear and tear or damage caused by misuse, improper care, improper storage, or improper installation

Customers are responsible for carefully reviewing all dimensions, materials, finishes, colors, quantities, configurations, and other order details before approving an order.

Cancellations and Order Changes

If you need to cancel or modify an order, contact us immediately at support@modtrim.com

We may approve a cancellation or change only if production has not started and materials have not been ordered or allocated. Once production begins or materials are committed, the order cannot be canceled, changed, returned, or refunded.

Any approved cancellation may be subject to deductions for design work, payment-processing charges, materials, labor, or other costs already incurred. Custom deposits and design fees are nonrefundable once the related work has begun.

Damaged, Defective, or Incorrect Products

Although custom products cannot normally be returned, we will work to correct products that:

  • Arrive damaged;
  • Have a manufacturing defect; or
  • Materially differ from the specifications confirmed in your order.

Please inspect all packages and products promptly after delivery. Report any visible or concealed damage, defect, missing component, or incorrect item to support@modtrim.com within 48 hours of delivery.

Your claim should include:

  • Your name and order number;
  • A description of the issue;
  • Clear photographs or video showing the product, affected area, packaging, and shipping label; and
  • Any other information reasonably needed to evaluate the claim.

Please keep the product and all original packaging until we complete our review. Do not install, alter, repair, refinish, or discard the affected product unless Modtrim provides written instructions to do so. Installation or alteration may prevent us from determining whether the issue existed at delivery.

Failure to report shipping damage promptly may limit our ability to pursue a claim with the carrier, but it does not eliminate any rights that cannot legally be waived.

Resolution of Approved Claims

After reviewing an eligible claim, Modtrim will provide an appropriate remedy, which may include:

  • Replacement parts;
  • Repair or refinishing;
  • Replacement of the affected product; or
  • A partial or full refund.

The remedy will be based on the nature and extent of the problem, applicable law, and what is reasonably necessary to provide the product ordered. Modtrim will cover reasonable shipping costs associated with an approved damage, defect, or order-error claim.

Products may not be shipped back without prior written authorization from Modtrim. Unauthorized returns may be refused and will not qualify for a refund.

Refunds

If Modtrim approves a refund, it will be issued to the original payment method, generally within 10 business days after approval. Your bank or payment provider may require additional time to post the refund.

Original delivery, installation, design, measurement, and other service charges are nonrefundable unless the refund results from a confirmed Modtrim error, covered defect, or other circumstance required by law.

Delivery and Installation

Damage occurring after delivery—including damage caused by improper handling, storage, assembly, installation, site conditions, or the use of an installer not provided by Modtrim—is not considered a manufacturing defect.

Customers should confirm that doorways, elevators, stairways, hallways, and installation areas can accommodate the ordered product before placing an order.

Natural Material Variations

Wood, veneer, and other natural materials vary in grain, tone, texture, and appearance. These variations are inherent characteristics of the material and help make each product unique. Reasonable natural variation is not considered damage, a defect, or a basis for a return or refund.

Your Legal Rights

This policy does not exclude or limit any warranty, remedy, or consumer right that cannot be excluded or limited under applicable law.

Contact Us

For questions, cancellation requests, or product claims, contact:

the Modtrim team
Email: support@modtrim.com
Website: modtrim.com