Refunds & Exchange

Refunds & Exchange Policy

Here at Modaprax, we value our customers' trust and confidence when ordering their Pergola kits, brackets and shade sails. If you change your mind, we will gladly exchange your product or refund the purchase priceĀ within 30 days of purchase, on the condition Modaprax can confirm the following:Ā 
  • You have an appropriate proof of your purchase from us (e.g. receipt or invoice).
  • The product and its packaging is in its original condition when purchased or delivered to your door (including manuals, accessories and packaging etc.).
  • The product has not been damaged or used by the customer (i.e. assembling your kit and then disassembling it for return or exchange AND/OR damaging it in the process).Ā 
  • The product must beĀ in a condition to be resoldĀ unless the product is faulty before purchase. If a product is found faulty, please contact us via email immediately with screenshots of the damaged good.Ā 

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If you made your purchase online
Please complete and submit our Online Return and Exchange form within 30 days of purchase and include supporting evidence for reasons for exchange or return. Alternatively, you can contact us via our online contactĀ channel here.

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Customer Guarantees
Modaprax pergola brackets and kits come with guarantees under theĀ Australian Consumer Law which includes that our products are;

  • Able to meet acceptable quality standards;
  • Fit for purpose advertised; or
  • Reasonably match the description or samples

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If the product you purchased does not comply with our guarantees, you can choose to refund or exchange your product:
You will need to provide a proof of purchase (e.g. receipt, invoice or credit card statement) to receive exchange or refunds. If your refund is approved, it will be actioned using your original payment method.

Important information for your online returns:
For ā€˜change of mindā€™ returns, the original shipping fee will not be refunded. If you are seeking an exchange for another product (e.g. a different kit or bracket size), it is best we process a return and you can make a new order.

For customer guarantee (i.e. faulty) returns, all shipping fees will be refunded for refund requests. Exchanges will be posted free of charge.

It is important you complete the online form correctly and provide timely and sufficient evidence as per the requirements of our exchange and return policy. Failure to comply with our policy (e.g. if you claimed the product is faulty and we determine that claim to be false, or the product along with its packaging and accessories are not in its original form) we will not be able to return the product to you, nor process a refund or exchange until further reviews are conducted.

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Contact Us
At Modaprax, weā€™re always here to listen.

Feel free to contact us any time via email (info@modaprax.com.au) or call us during our working hours Monday to Friday between 9am-5pm.

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