Refund policy

MISSING MODS – RETURNS & REFUND POLICY

Last updated: 12 September 2026

At Missing Mods, we want customers to be satisfied with their purchase. This Returns & Refund Policy explains your rights when cancelling an order, returning an item or reporting a faulty, damaged or incorrect product.

Nothing in this policy affects your statutory consumer rights.

1. Change-of-Mind Returns

As Missing Mods sells goods online, consumers may have a statutory right to cancel an order within 14 days of receiving the goods, even where the goods are not faulty.

Where this cancellation right applies, you must notify Missing Mods of your decision to cancel within the applicable 14-day cancellation period.

Please contact:

Email: modsmissing@gmail.com

After notifying us, the goods must be returned in accordance with applicable consumer law.

Customers are generally responsible for the direct cost of returning goods when exercising a change-of-mind cancellation right.

2. Condition of Returned Goods

Returned goods should be treated with reasonable care.

You may inspect and handle a product only to the extent reasonably necessary to establish its nature, characteristics and functionality.

Where permitted by law, Missing Mods may make an appropriate deduction from a refund where the value of a product has been reduced because it has been handled beyond what would reasonably be permitted when inspecting a product in a shop.

We do not apply an unlawful restocking fee or cancellation charge where a statutory cancellation right applies.

3. Custom, Personalised and Bespoke Products

Certain products that are genuinely personalised, customised or manufactured specifically to your individual requirements may be excluded from statutory change-of-mind cancellation rights.

A product being manufactured after an order is placed does not automatically mean that it is a bespoke product.

Where a product is specifically personalised, customised or manufactured to an individual customer specification, this will be identified where appropriate.

This does not affect your statutory rights if a customised or bespoke product is faulty, damaged, not as described or otherwise fails to meet applicable consumer law.

4. 3D-Printed and Made-to-Order Products

Many Missing Mods products are manufactured using 3D printing and may be manufactured after an order is placed.

Minor variations in surface finish, texture, layer lines, appearance and colour may occur as a normal result of the 3D-printing and manufacturing process.

Unless a product has been genuinely customised or made to your individual specifications, the fact that it is manufactured after your order is placed does not automatically remove any statutory cancellation rights that may apply.

5. Faulty, Damaged or Incorrect Products

If you believe that a product is:

faulty;
damaged;
defective;
incorrect;
not as described; or
otherwise does not meet applicable consumer law,

please contact us as soon as reasonably possible at:

modsmissing@gmail.com

Please provide, where possible:

your order number;
your name;
a description of the problem;
photographs of the product or damage; and
video evidence where this may reasonably help demonstrate the issue.

We may request photographs, video or additional information to help assess the issue before arranging a return.

Where appropriate, we may also require the product to be returned for inspection.

Photographic or video evidence will not be required where the nature of the issue means that providing such evidence would not reasonably be possible.

Where a product is determined to be faulty or otherwise fails to meet applicable statutory requirements, Missing Mods will provide the remedy required by law. Depending on the circumstances, this may include a repair, replacement or refund.

6. Products Modified or Damaged After Purchase

If a product has been modified, altered, drilled, machined, damaged, incorrectly installed, incorrectly assembled or otherwise changed after purchase, this may affect our ability to assess the product and may affect any applicable remedy to the extent permitted by law.

This does not remove any statutory rights that cannot legally be excluded.

7. Delivery Damage

Customers should inspect their order as soon as reasonably possible after delivery.

If an item arrives visibly damaged, please contact us at:

modsmissing@gmail.com

Where possible, please provide photographs showing:

the outer packaging;
the shipping label;
the damaged area; and
the product itself.

Please retain the original packaging until the matter has been resolved where reasonably possible.

Reporting delivery damage does not affect any statutory rights you may have.

8. Refunds

Where a refund is legally due, Missing Mods will process the refund in accordance with applicable law.

Where a statutory cancellation right applies, the refund will normally include the cost of our standard delivery option, subject to the rules applicable to the particular order.

If you selected a delivery service that was more expensive than our least expensive standard delivery option, any refund of delivery charges may be limited to the cost of the least expensive standard delivery option where permitted by law.

9. Return Postage

Where you are returning an item because you have changed your mind under a statutory cancellation right, you will generally be responsible for the direct cost of returning the goods.

Where a product is faulty, damaged, incorrect or otherwise gives rise to statutory consumer remedies, different rules may apply and Missing Mods will comply with its obligations under applicable law.

10. International Returns

Customers outside the United Kingdom remain responsible for complying with any applicable customs, import and export requirements when returning products.

Customs duties, import taxes, carrier handling charges or other international charges are not automatically refundable and will be dealt with in accordance with applicable law and the circumstances of the order.