Complaints Handling Policy

Last updated 14 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.

Our commitment

We want to give you good service, and to deal with complaints fairly when we fall short. We would rather hear about a problem and fix it than have you go away unhappy.

How to make a complaint

Please contact us first. Email us at theteam@modernlight.store with your order number and as much detail as you can. If the issue is with the goods, photos help. The more we have, the less back and forth there is.

How we handle it

We aim to reply within one business day. Your complaint is recorded and given to a specific person to deal with.

They will write back to you with the steps taken to look into it and a fair and reasonable way to resolve it. If something is going to take longer than expected, we will tell you.

If your complaint is not resolved

If you are not satisfied with our response, you can contact the consumer protection office in your province or territory. They can tell you about your rights and the options open to you.

If your complaint is about how we handled your personal information, our Privacy Policy explains how to contact the Office of the Privacy Commissioner of Canada.

Your personal information

We keep a record of complaints and their outcomes so we can spot patterns and fix the cause. Personal information in a complaint is handled in line with our Privacy Policy.

Your legal rights

Nothing in this policy affects your legal rights. Your rights under the consumer protection and sale of goods laws of your province or territory apply however a complaint is resolved. Our Refunds & Returns page explains how those rights work in practice.