Return, Cancellation, Delivery Damage, and Refund Policy

Except where otherwise required by law or expressly provided in this policy, all made-to-order and custom-product sales are final.

We do not accept returns or exchanges because of:

• Buyer's remorse
• Change of mind
• Change in décor
• A preference for another product
• A preference for another size
• A preference for another color
• A preference for another finish
• A preference for another material
• Incorrect customer measurements
• A product failing to fit through an access area
• Failure to obtain building approval
• Failure to arrange an elevator or loading dock
• A customer's relocation
• A delivery refusal
• Delayed customer availability
• Natural wood variation
• Reasonable handmade variation
• A screen or photograph displaying color differently
• A customer's failure to review approved specifications

This final-sale policy does not eliminate remedies for a verified manufacturing error, materially incorrect product, or qualifying delivery damage.

All cancellation requests must be submitted in writing.

Submitting a cancellation request does not mean that the cancellation has been accepted.

A cancellation is valid only after Modern Avenue Co. confirms approval in writing.

When a cancellation request is received before production has begun and before materials have been purchased, cut, finished, ordered, or allocated, we may approve cancellation subject to a cancellation charge equal to 20% of the product subtotal.

The cancellation charge is intended to cover costs associated with:

• Payment processing
• Order administration
• Design work
• Customer communications
• Scheduling
• Production capacity reserved for the order
• Quote and invoice preparation
• Purchasing preparation
• Other work already performed

Applicable taxes and unincurred delivery charges will not be included when calculating the 20% product cancellation charge.

Nonrefundable payment-processing charges actually retained by the payment provider may also be deducted where permitted by law.

An order cannot ordinarily be canceled after any of the following has occurred:

• Production has begun
• Materials have been purchased
• Materials have been allocated
• Materials have been cut
• Materials have been finished
• Hardware has been ordered
• Custom components have been ordered
• A custom drawing has been approved
• The product has been substantially completed
• The product has been completed
• Delivery has been booked
• The product has been released to a delivery provider

Amounts paid toward an order at this stage are nonrefundable except where applicable law requires otherwise, or Modern Avenue Co. expressly approves another arrangement in writing.

The cancellation provisions above do not eliminate rights that applicable law requires us to provide when we cannot ship within an expressly promised timeframe.

When required by law, we will provide notice and give the customer the legally required opportunity to consent to a revised shipping date, or cancel the unshipped order and receive a refund.

A delay caused or requested by the customer is not considered a seller-caused delay.

Customer-caused delays may include:

• Requested design changes
• Missing measurements
• Delayed approval
• Failure to pay an outstanding balance
• Failure to respond
• Incorrect delivery information
• Inability to receive delivery
• Building-access problems
• Requested delivery postponement

Changes are not guaranteed after an order is placed.

A requested change is accepted only when confirmed by Modern Avenue Co. in writing.

Approved changes may result in:

• Additional material charges
• Additional labor charges
• A change fee
• A revised production estimate
• A revised shipping estimate
• Replacement of work already completed
• Loss of materials already purchased or cut

A customer may not use a denied change request as a reason to cancel an order without the applicable cancellation consequences.

Website photographs, samples, drawings, and digital renderings are provided as visual references.

We cannot guarantee that a finished product will exactly match:

• A computer screen
• A telephone screen
• A photograph
• A digital rendering
• A previous piece of furniture
• A small material sample
• An inspiration photograph

Appearance may vary because of:

• Lighting
• Screen settings
• Photography
• Wood grain
• Material batch
• Stain absorption
• Natural color variation
• Age and oxidation
• Surrounding décor

These differences are not automatically defects.

Wood and wood-based products may contain natural or expected variations, including:

• Grain variation
• Color variation
• Tone variation
• Knots
• Mineral streaks
• Figure
• Texture
• Pattern differences
• Differences between panels
• Differences between solid wood and veneer
• Differences between adjoining components
• Natural expansion or contraction
• Minor seasonal movement

Natural material characteristics are not defects.

Minor, reasonable differences arising from handmade or made-to-order production are also not defects.

You are responsible for confirming:

• Product dimensions
• Room dimensions
• Doorway dimensions
• Hallway dimensions
• Stairway dimensions
• Elevator dimensions
• Gate dimensions
• Loading-area dimensions
• Final placement dimensions
• Building-delivery requirements

A product is not eligible for return or refund because it does not fit when it was manufactured according to the approved specifications.

We are not responsible for incomplete, incorrect, or misunderstood customer measurements unless we expressly agreed in writing to perform and accept responsibility for on-site measurement.

We may arrange delivery through our own drivers, independent drivers, freight carriers, logistics providers, or drivers or carriers arranged through uShip.

Unless expressly included in writing, delivery does not include:

• White-glove delivery
• Interior placement
• Carrying upstairs
• Elevator handling
• Assembly
• Installation
• Wall mounting
• Furniture anchoring
• Unpacking
• Packaging disposal
• Moving existing furniture

Standard delivery may be completed at a driveway, curb, garage, loading area, building entrance, or another safe and accessible location agreed upon with the carrier.

You must confirm building requirements before ordering.

Independent delivery providers may not be able to supply a Certificate of Insurance acceptable to your building.

When your building requires a specific Certificate of Insurance, approved moving company, elevator reservation, or loading-dock reservation, you are responsible for making those arrangements.

You may need to hire a local insured mover to receive the product from the delivery provider and move it inside.

Unless expressly agreed in writing, Modern Avenue Co. is not responsible for:

• Local moving charges
• Building fees
• Elevator fees
• Certificate of Insurance fees
• Storage resulting from building restrictions
• Redelivery resulting from access restrictions

You may be responsible for additional costs when delivery cannot be completed because:

• You or an authorized recipient are unavailable
• You do not respond to the driver
• The delivery address is incorrect
• The address cannot safely be accessed
• Building approval was not obtained
• An elevator was not reserved
• A loading dock was not reserved
• A Certificate of Insurance was not arranged
• The product does not fit
• The delivery area is unsafe
• The agreed delivery date is changed after dispatch
• Delivery is refused without an approved reason

Additional costs may include reasonable:

• Redelivery charges
• Waiting-time charges
• Storage charges
• Handling charges
• Return-transportation charges
• Local moving charges

Refusing delivery does not automatically:

• Cancel the order
• Create a right to a refund
• Create a right to an exchange
• Transfer responsibility for access problems to Modern Avenue Co.

When visible damage is present, contact Modern Avenue Co. immediately for instructions before refusing delivery whenever reasonably possible.

A product returned because of an unauthorized refusal remains subject to the made-to-order final-sale policy.

You or your authorized representative should inspect the product when it arrives.

Before the delivery provider leaves, when reasonably possible:

1. Inspect the product and packaging.
2. Photograph the complete product.
3. Photograph all sides of the product.
4. Photograph the packaging.
5. Photograph any visible damage.
6. Tell the driver about visible damage.
7. Write the damage on the delivery receipt.
8. Keep a copy or photograph of the delivery receipt.

Do not sign a document stating that the product was received in good condition when obvious damage is present unless the document also clearly notes the damage.

Visible delivery damage must be reported to Modern Avenue Co. within 24 hours after delivery.

Your report should include:

• Full customer name
• Order number
• Delivery date
• Written description of the damage
• Photograph of the complete product
• Close-up photographs
• Photographs of the packaging
• Photographs showing the product at the delivery location
• Delivery receipt, when available
• Driver information, when available

Prompt reporting allows us to investigate and pursue a claim with the delivery provider.

Damage that could not reasonably be identified during delivery must be reported within three calendar days after delivery.

The report must include photographs and a description explaining when and how the damage was discovered.

Delayed reporting may prevent us from verifying:

• When the damage occurred
• How the damage occurred
• Whether the carrier caused the damage
• Whether a carrier claim remains available

These reporting periods do not eliminate a legal right that cannot be waived.

If you believe the product materially differs from the approved written specifications, notify us within seven calendar days after delivery.

Provide:

• Your order number
• A written explanation
• Photographs
• Measurements, when relevant
• A copy or description of the specification you believe was not followed

We will compare the product against:

• The order confirmation
• The final invoice
• Approved drawings
• Approved measurements
• Written change confirmations
• Other applicable written order records

An inspiration image or informal discussion will not override the final approved written specifications.

Keep the product and available packaging while a claim is under review.

Do not, without written authorization:

• Discard the product
• Discard important packaging
• Repair the product
• Refinish the product
• Disassemble the product
• Modify the product
• Move the product to another property
• Hire a third-party repair provider
• Dispose of damaged components

We must be provided a reasonable opportunity to inspect and document the condition.

Unauthorized repair, alteration, disposal, or continued use that materially worsens the damage may reduce the remedies reasonably available.

Submitting a claim does not automatically mean that the claim has been approved.

We may request:

• Additional photographs
• Video
• Measurements
• Delivery records
• A copy of the delivery receipt
• Access for inspection
• A carrier inspection
• A repair estimate
• Other reasonably necessary information

Failure to provide requested information may prevent us from completing the review.

For an approved claim, Modern Avenue Co. may choose an appropriate remedy based on the nature and extent of the issue.

Possible remedies include:

• Care instructions
• Repair instructions
• Replacement hardware
• Replacement parts
• Replacement of an affected panel or component
• An authorized local repair
• Repair by Modern Avenue Co.
• A partial refund
• Replacement of the product
• A full refund

A minor, cosmetic, localized, or repairable issue does not automatically require replacement of the entire product or a full refund.

Where legally permitted, repair or replacement of an affected component may fully satisfy an approved claim.

You may not hire a repair provider and demand reimbursement without prior written authorization.

When we authorize a third-party repair:

• The provider may need to be approved in advance.
• The scope of work must be approved in advance.
• The cost must be approved in advance.
• A written receipt may be required.
• Reimbursement will not exceed the approved amount.

Returns, repairs, replacements, and refunds are not available for damage caused by:

• Improper use
• Improper cleaning
• Harsh chemicals
• Water
• Excessive moisture
• Excessive dryness
• Heat
• Direct sunlight
• Pets
• Scratches
• Impact
• Overloading
• Improper storage
• Improper installation
• Improper anchoring
• Moving the product
• Third-party movers
• Customer modification
• Unauthorized repair
• An uneven or unsuitable floor
• Normal wear and tear

You should stop using a product when continued use may be unsafe or may worsen the damage.

Continued use does not automatically eliminate a valid claim, but you may be responsible for additional damage caused after you knew or reasonably should have known that continued use would worsen the condition.

Do not return or ship a product without written authorization from Modern Avenue Co.

Unauthorized returns may be:

• Refused
• Returned to the customer
• Stored at the customer's expense

The customer is responsible for loss or damage resulting from an unauthorized return shipment.

When we approve a return, we will provide instructions regarding transportation.

Do not independently arrange return transportation unless we authorize it in writing.

Responsibility for return-transportation costs will depend on:

• The reason for the return
• The approved remedy
• Applicable law
• The written authorization

Except where otherwise required by law or approved by us in writing, the following charges are nonrefundable once incurred:

• Delivery charges
• Shipping charges
• Redelivery charges
• Storage charges
• Waiting-time charges
• Handling charges
• Local moving charges
• Building fees
• Expedited-service charges
• Custom-design charges
• Nonrecoverable payment-processing charges

A refund is not approved until Modern Avenue Co. confirms approval in writing.

Approved refunds will ordinarily be initiated to the original payment method within 10 business days after the refund is approved, and any required return, inspection, or documentation is completed.

The bank, card issuer, or payment provider may require additional time to post the refund.

We are not responsible for a financial institution's processing time.

Contact us before initiating a payment dispute so that we have an opportunity to investigate and propose a resolution.

When responding to a chargeback or payment dispute, we may provide the payment provider with:

• Order confirmations
• Invoices
• Approved specifications
• Approved drawings
• Customer communications
• Production records
• Photographs
• Tracking information
• Delivery records
• Signed receipts
• Evidence of delivery
• Evidence of customer use
• Evidence of offered repairs or other remedies

Nothing in this section prevents you from exercising rights available under applicable law or payment-network rules.

Nothing in this policy is intended to eliminate or restrict a consumer right, remedy, warranty, cancellation right, or refund right that cannot legally be waived.

If any part of this policy conflicts with a mandatory law, the mandatory law will control only to the extent of that conflict.

To request cancellation, report damage, or submit another order-related claim, contact:

Axisa International LLC d/b/a Modern Avenue Co.

Email: modernavenueco@gmail.com

Include your full name, order number, delivery date, photographs, and a clear description of the request or problem.