Returns & Exchanges

Are you an international customer?  Please CLICK HERE to read our international returns policies.

Standard Returns (USA):
Standard returns include products that are in new and re-sellable (unopened and unused) condition. Most of these products can be returned with no restocking fee unless otherwise specified below. The customer pays original and actual round trip shipping even if your product pricing included shipping costs; for example: Free Shipping promotions or subsidized shipping. If an item has already been shipped or refused without a return authorization you will be charged roundtrip shipping and a 50% restocking fee. Returns will not be accepted without an RMA. An RMA must be requested no more than 15 days from day the item was received (some exceptions as stated below). All returns must be received by our company or our vendors within 15 days of the RMA being issued. Returns that are received and are not in new condition will be assessed restocking fees or refused & returned to the customer. The customer / client is responsible for all return shipping fees and insurance to the specified location on the RMA.  

Items that will incur restocking fees & other exceptions: 
• All Vitra standard items are assessed a 25% restocking fee. Return requests must be made within 10 days of merchandise receipt.
• Area Rugs will incur freight + 25% restocking fees per manufacturer (Surya) policies.  Open item rugs may incur additional fees. Return requests must be received within 7 calendar days of merchandise receipt.
• Outdoor  planters will be assessed a 25% restocking fee. Custom planters & planters drilled for drainage are non-returnable. 
Large furniture pieces shipped by motor freight are assessed original freight costs to the location and a15% restocking fee - if opened from original packaging, a 25% restocking fee will apply to all furniture items.
• All lighting products will be assessed a 10% restocking fee.
• Custom and special order items are not returnable.
• Ventless Fire Products are not returnable if used.  
• Light bulbs are NOT returnable. 


Requesting a Return Merchandise Authorization (RMA): 
Customers may request an RMA by logging into the account created during checkout and requesting an RMA, completing the online form found on the Contact Us page of the website [HERE] or by telephone on one of the following numbers: US/Canada: 800-563-0593 UK: (0)203 318 4572

Note that returns that arrive without an RMA will be refused or if identifiable will be restocked with a 50% restocking fee - also the lack of RMA may delay the processing of any refund as the order will require staff time to research the order history. 

Additional Return/Modifications: 

Custom Items: 

Custom items are not returnable - this includes, but not limited to, furniture and garden planters in custom colors or materials. Custom manufactured items that are canceled during production will be charged a 50% restocking fee. 

Damaged Items: 
Do not accept any packaging that looks damaged and inspect items before you accept them.
If an item arrives damaged, please contact us within 48 hours so that we can help you resolve this issue by repairing, replacing or issuing a store credit to use on a future purchase.  Concealed damage, should it occur, must have an authorization from us to return. If damage is not reported within 48 hours, the customer will be charged the cost of shipping the product back to the designated warehouse of PureModerns choice. If you refuse any of these services and would like to return the item you will be charge a 15% restocking fee plus round trip shipping. This includes items that are labeled as free shipping. Refunds will be issued best way seen fit by PureModern within 30 days. 

Cancellations: 
If you need to cancel an order for any reason, add to an order or update your order please contact our customer service department by using our online contact form [HERE]. Provide us with your order number and we will be happy to make any order adjustments. A full refund can be offered for all unshipped standard merchandise. Custom ordered furniture may be subject to a 30% restocking fee if the product is already in production. 

Amazon.com Orders: 
All orders placed with PureModern via the Amazon.com or Amazon.co.uk platform are subject to the policy listed on the amazon.com website for PureModern and may be subject to fees and processing times not outlined above as a result of Amazon processing your individual transaction. 



These policies are effective as of January 21, 2008