Reply from MOD LIGHTINGJan 22, 2025
Hi Pamela,
Thank you for sharing your feedback. We truly regret that your experience with MOD LIGHTING did not meet your expectations. Upon reviewing your case in detail, I would like to clarify a few points to ensure transparency:
Initially, you requested a return and informed us that you no longer had the original packaging. As indicated in our return policy (https://mod-lighting.com/returns), all items must be returned in their original packaging, and customers are responsible for return shipping costs. Despite this, we made an exception to accept the return and offered you a store credit refund, which you initially agreed to.
Afterward, you requested that the refund be issued back to your original payment method instead of as store credit. To assist you further, we accommodated this request.
You also asked us to send you a box for the return as you did not have one that fit the light. We explained that, unfortunately, we do not provide boxes for returns.
Though the light was returned outside of the return window, we still accepted it and refunded you in full without charging a restocking fee, despite our policy.
Regarding your request for us to pay $200 for the return shipping and the box you purchased, we believe that refunding you in full and waiving the restocking fee already went above and beyond to make this process as smooth as possible.
Please understand that we have done our utmost to accommodate your requests and resolve this matter fairly. While we empathize with your frustration, we hope you can see that we have gone beyond our standard policies to assist you.
If you have any further concerns or questions, we are happy to address them.
- Team MOD
