At Modern Wicker, we strive to provide our customers with high-quality products and exceptional service. Please review our policies below regarding cancellations, returns, and refunds to ensure a smooth and hassle-free experience.
Cancellation Policy
How and when you can cancel an order before it ships.
Cancellations are FREE and accepted within 24 hours after the order is placed and the customer receives the order confirmation. Please contact us immediately if you wish to cancel within this window.
After this period, cancellations may still be possible, but they will be subject to a 30% restocking fee.
Unfortunately, once an order has been shipped, it cannot be canceled. In this case, please refer to our return, replacement, and refund policy below for further assistance.
How to Cancel an Order
Reach us within 24 hours of placing your order.
If eligible to cancel your order, contact our customer service team as soon as possible by:
Please provide your order number, name, and reason for cancellation. Our team will confirm your order status and process your request according to the policy above.
- If your cancellation request is received outside the allowed time frame or after the order has shipped, you'll need to follow our return and replacement procedures.
- Refunds for canceled orders (minus any applicable fees) are processed to the original payment method. Please allow 5–7 business days to appear in your account.
Return, Replacement & Refund Policy
Returns and replacements are eligible under the following conditions.
- Requests for return or replacement must be made within 5 days of receiving the item.
- Returns are accepted only if the item was received with incorrect measurements, colors, types, or categories — or is defective due to transit damage.
- Items must be inspected upon arrival. Any damage should be noted on the delivery receipt and acknowledged by the delivery driver.
- Contact Modern Wicker as soon as the items are received so we can confirm damages and open a claim.
- You must accept delivery to file a transit damage claim with the freight company — refusing delivery voids the claim process.
- This policy applies across brands; each brand's specific return and refund conditions will also be followed.
- Items must be unused, in original packaging, and in the same condition as received.
- Proof of purchase (order number, receipt) and photos of damage with driver acknowledgment are required.
Live Verification of Damage or Defect Claims
An extra review step we may use to keep every claim fair and consistent.
To help ensure claims involving product condition are reviewed accurately and consistently, Modern Wicker reserves the right to request live visual verification for any claim involving reported product damage, defects, or warranty-related concerns.
Because photos and videos can be altered, manipulated, or AI-generated, images and pre-recorded footage alone may not always be sufficient to verify a claim.
At our discretion, we may ask you to join a live video call with a member of the Modern Wicker team — via FaceTime, Zoom, Google Meet, or another mutually accessible platform — and show the furniture, cushions, packaging, damage, product labels, or shipping materials in real time.
- The inspection must take place live with a member of our team — pre-recorded videos or extra photos aren't a substitute.
- You'll need to provide reasonable visual access to the product and the area of concern.
- We may ask to see specific furniture components, cushions, frames, finishes, hardware, labels, or packaging up close.
- No replacement, repair reimbursement, or warranty resolution will be processed until verification is complete.
- Declining a requested verification may place your claim on hold until it's completed.
Why we ask for this
Non-Returnable Items
These categories can't be returned or exchanged, regardless of reason.
-
Custom or Personalized OrdersMade-to-order items (custom cushion colors, fabrics, or sizes) can't be resold and are final sale.
-
Clearance ItemsProducts purchased on clearance or sale are sold at a significant discount and are non-returnable.
-
Assembled FurnitureOnce assembly has begun — fully or partially — the item can no longer be returned.
-
Opened Bedding & CushionsNon-returnable for hygiene and safety reasons. Verify color and size before opening packaging.
-
Gift Cards or Free GiftsIncluded gift cards or free gifts are non-returnable and cannot be redeemed for cash.
-
Special Order ItemsProducts not typically stocked and ordered specifically for you are non-returnable.
-
Items Damaged After DeliveryDamage from improper handling or assembly by the customer is not covered — inspect items carefully upon delivery.
Process for Return & Replacement
What happens after you file a claim.
-
Inspect Upon Delivery
Inspect items and packaging for damage before accepting the shipment. Any damage must be noted and acknowledged by the driver on the delivery ticket/receipt. Take note of non-returnable items before opening packaging.
-
Accept the Delivery
Don't refuse delivery — the item must be in your possession to file a claim for return and replacement.
-
File a Return or Replacement Claim
Email the necessary documentation to sales@modernwicker.com or call +1 866-487-8011 immediately. Additional documentation may be requested to expedite the process.
-
Claim Status Update
Modern Wicker will update you on the status of your claim within 7 days of submission.
-
Return & Replacement Confirmation
Once confirmed, a return or replacement is initiated per the specific brand's policy. The product must reach the supplier's address within 30 days of the shipping/return label being issued. You may need to cover return shipping and submit the receipt for reimbursement. Refunds are processed to the original payment method — typically up to 7 business days depending on your bank.
-
Issuance of Replacement
After the return is received and inspected by the warehouse, a replacement is issued and you'll be notified of the new shipment details. If conditions above aren't met, Modern Wicker reserves the right to decline claims and/or return requests.
Contact Us
Questions about cancellation, return, or refund? We're here to help.
Please refer to the Warranty Policies per brand below for detailed information on specific brand policies.
Warranty Policies per Brand
Each manufacturer has its own warranty terms — find yours below.