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Questions we get a lot

• How long do I have to return something?

  Contact Moda within 14 days of delivery. The return must be authorized before you send anything back.

• Can I return a shampoo or conditioner that I tried once?

  No. Once a product has been opened or used, we cannot return it to inventory or resell it. Opened and used products are final sale.

• What if I ordered the wrong product?

  If it is unopened, unused and otherwise eligible, contact us within 14 days and we can review it for exchange or store credit.

• Can I get a refund to my credit card?

  Standard eligible returns are provided as an exchange or Moda online store credit, not a refund to the original payment method.

• Who pays return shipping?

  For standard returns and exchanges, return shipping is the customer’s responsibility. For eligible Canadian returns, Moda can provide a $9.99 prepaid return label. If the return is the result of an approved Moda error, damaged shipment or confirmed defect, Moda covers the approved shipping cost.

• What if Moda sent me the wrong item?

  Contact us. Once confirmed, we’ll arrange the appropriate correction at no return-shipping cost to you.

• What if my product arrived damaged?

  Contact us within 5 days of delivery with your order number and photos of the product, box and packaging.

• Can I exchange for something more expensive?

  Yes. You’ll simply pay the difference between the eligible return value and the price of the replacement product.

• Can I return an electrical tool?

  Unused and unopened tools may qualify under the standard return policy. Once opened or used, electrical tools cannot be returned for a change of mind. Defective tools may instead qualify for the manufacturer’s warranty process — contact us and we’ll help you find it.

• What condition does my return need to be in?

  Returned products must arrive unopened, unused, in original packaging, with seals intact where applicable, with all parts and accessories included, and in resellable condition. Please pack return shipments securely. Products that arrive opened, used, incomplete, damaged due to inadequate packaging or otherwise outside these requirements may be declined — if a return doesn’t qualify after inspection, our team will contact you.

• Can I return my online order to Moda Salon?

  No. Online orders and salon inventory are managed separately, so online returns must be processed through our online store team.

• What happens to my Inner Circle points when I return something?

  Points associated with returned merchandise may be adjusted or removed from your Moda Inner Circle account when the return is processed.

• Do U.S. returns work differently?

  Yes. Eligible standard U.S. returns and exchanges are subject to a 10% cross-border return adjustment because some cross-border costs included in U.S. pricing cannot be recovered when merchandise is returned to Canada. Return shipping is also the customer’s responsibility. This adjustment does not apply to approved Moda errors, damaged shipments or confirmed defective products.

Still have questions? We’re here for you. Get return help →