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Issue with my item?

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Customer Issue Resolution Process

At Modern Group Ltd, we are committed to providing exceptional service and support to our valued customers. To ensure a smooth and efficient resolution of any issues you may encounter with our products, please follow the steps outlined below.

Step-by-Step Guide to Issue Resolution

  1. Identify the Issue:

    • Carefully inspect the product within 24 hours of delivery to determine the nature and extent of the issue.
    • Inspection of heavy, palletised items must be carried out before moving the pallet from its delivery position by the delivery company.
    • Note any specific details that may be relevant to the resolution process.

  2. Prepare Required Information:

    • Gather the following details to assist our support team in addressing your concern:
      • Full Name
      • Address
      • Order Number

  3. Photograph the Issue:

    • Take clear, concise photographs of the product from a distance to capture the entire item. We are able to zoom in if required. Close up images will not be accepted. 
    • Photographs of palletised items should be taken in the position where they were left by the courier. If the pallet has been moved, claims for damages carried out during delivery will not be accepted. (If you are unsure of the process for this please consult the delivery email you received after dispatch)
    • Ensure the images clearly show the issue for accurate assessment.

  4. Contact Customer Support:

    • Email the gathered information and photographs to support@moderngroupuk.com
    • Use the subject line 'HELP WITH ITEM RECEIVED' to facilitate prompt attention.
    • A ticket for your issue will be created in our system. 
    • We aim to answer all tickets within 24 hours, and resolve all issues as promptly as possible for you.

Important Considerations

  • Minor Defects:
    • Please note that minor defects, such as light scratches, do not always warrant a refund or replacement. All issues are assessed on an individual basis. 
    • It is very unlikely that we would offer compensation, replacement or refunds on items with minor issues that do not affect the functionality of the product. 
    • As an environmentally conscious company, we strive to offer alternative solutions that align with our sustainability goals.

By following these steps, you help us expedite the resolution process and ensure that your concerns are addressed efficiently. Thank you for choosing Modern Group Ltd, where your satisfaction is our priority.