Maoters Refund and Return Policy
We strive to ensure the complete and timely delivery of all products. In the event of unforeseen circumstances or if you have any questions, please contact our customer service team for assistance.
I. General Provisions: Basic Inspection & Timeframe Requirements
- Product Inspection: Upon receiving your product, please inspect its appearance, functionality, and completeness of accessories within 3 business days. Failure to provide feedback within this period will be deemed as confirmation that the product is in good condition.
- Issue Reporting: If damage or quality issues are found, contact customer service and provide evidence (photos/videos) within 3 business days. Exceeding this timeframe may affect your eligibility for return, exchange, or refund.
- Exchange Time Limit: Exchange requests for non-quality reasons must be submitted within 14 days of receipt. Requests made after this period will not be accepted.
II. Quality-Related Issues: Return/Exchange & Solutions
If product issues arise due to our reasons, you may apply for a refund, exchange, or replacement parts, as detailed below:
- Applicable Scenarios:
- The product has significant quality defects (e.g., structural damage, functional failure).
- The received product does not match the order (wrong item shipped, missing accessories).
- Product damage caused during transportation.
- Handling Rules (based on damage severity):
- Minor Damage (no impact on functionality, e.g., small scratches, minor dents): A partial refund of 2%-10% of the order amount will be offered; full refund or exchange is not supported.
- Severe Damage (unusable, e.g., cracks, large-area damage): You may choose "full refund", "free exchange", or "keep the product and receive 50% of the order amount as compensation".
- Wrong/Missing Items: The correct product or missing accessories will be re-shipped for free, with no costs borne by the customer.
- Special Note: If returns/exchanges occur due to quality issues, the customer is responsible for subsequent handling (e.g., disassembly, disposal) of the damaged product.
III. Non-Quality Issues: Exchange Rules (Customer Reasons)
To apply for an exchange due to personal reasons (e.g., mismatched size/color, changed needs), the following conditions must be met:
- Product Requirements: The product must remain unused, unassembled, and uninstalled, with original packaging, labels, accessories, and manuals intact (no stains, scratches, or damage).
- Cost Responsibility: The customer shall bear all "return shipping fees" and "re-shipping fees" incurred during the exchange process.
- Time Limit: Applications must be submitted within 14 days of receipt. Exceeding this period or using the product will result in rejection of the request.
IV. Non-Returnable/Non-Refundable Products
The following products do not support returns, exchanges, or refunds under any circumstances (except for quality-related issues):
- Products damaged, stained, or with missing accessories due to customer reasons (e.g., improper use, self-disassembly causing malfunctions).
- Customized/personalized products (e.g., custom reception desks, products with exclusive logos, personalized lightboxes).
- Products with altered packaging or missing product identification/tags (irreversible packaging that may cause shipping damage).
- Used, assembled, or installed products (e.g., wooden furniture with installation holes, affecting resale).
- Clearance items and seasonal promotion products (including summer sales).
- Products with minor defects that do not affect functionality:
- Minor surface scratches, small gaps on edges.
- Slight color differences between the actual product and website images (due to monitor settings or lighting).
- Size deviation of less than 0.5 inches (approximately 1.27 cm).
- Products purchased offline and not registered on our official website.
Note: If you have concerns about product color, contact customer service in advance to request real product photos for reference, avoiding disputes caused by color differences.
V. Refund & Additional Fee Instructions
1. Order Cancellation Fees (Customer Reasons)
Production of the product will start within 48 hours of order confirmation. Cancellation fees apply based on production progress:
- Pre-Production Stage: Full refund minus a non-refundable 5% credit card processing fee.
- In Production/Production Completed but Not Shipped: A cancellation fee of 20%-50% of the order amount (calculated based on actual production progress).
- Shipped/In Transit to U.S. Warehouse: An 80% cancellation fee of the order amount (covering ocean freight and warehousing costs).
2. Order Modification Fees (Change Color/Size/Style)
If you request to modify the order after production starts, fees are charged as follows:
- Before Shipping: A 20% modification fee of the order amount.
- After Shipping/Arrived at U.S. Warehouse: A 50% modification fee of the order amount.
3. Other Fee Rules
- "Shipping fees" for the original order are non-refundable.
- If returned products have new damage (e.g., bumps during return shipping) not caused by us when received at the designated location, the corresponding repair/loss cost will be deducted from the refund.
- The customer shall bear additional shipping and labor costs caused by incorrect delivery address provided, repeated re-delivery requests, or multiple installation attempts.
- For damage caused during assembly/disassembly: Small replacement parts will be sent for free, but costs will apply for large parts. Installation fees or refund requests related to installation fees are not covered.
VI. Damaged Packaging & Refusal Rules
- Damaged Packaging but Intact Product: If the outer box is damaged but the product has no scratches or functional issues, do not refuse the package. Sign for it first, take photos of the damaged packaging, and contact customer service for record (refusal may result in the customer bearing return shipping fees).
- Consequences of Unauthorized Refusal: Refusing the package without contacting customer service first means the customer will bear return shipping fees and may affect subsequent refund/exchange eligibility.
- Relationship Between Packaging and Product: Damaged outer packaging does not mean the product is damaged. It is recommended to unpack and inspect the product after signing; if issues are found, follow the quality-related issue process.
VII. Return Process
- Initiate Application: Contact customer service via the after-sales email (after-sales@maoters.com), providing your order number, reason for return, and request (refund/exchange).
- Review & Guidance: After verifying product eligibility, customer service will provide return-related guidance (e.g., logistics requirements, contact methods).
- Arrange Return: The customer coordinates furniture pickup independently (prepare a pallet in advance for large items) and shares logistics information with customer service.
- Inspection & Confirmation: After the returned product arrives at the designated location, staff will inspect its condition (whether it meets return requirements, any new damage).
- Process Refund/Exchange:
- Once inspection is passed, the refund will be processed and returned to the original payment account within 7-10 business days.
- For exchange requests, re-shipping will be arranged after inspection is passed.
Important Reminder: Do not initiate a credit card chargeback, as this will extend the processing cycle (credit card companies may take 2-3 months to resolve). In case of disputes, consult customer service first.
VIII. Customer Service Contact
For inquiries about returns, exchanges, or refunds, contact us via:
After-Sales Email: after-sales@maoters.com
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