Maoters Refund and Return Policy
Thank you for choosing Maoters. We are dedicated to providing you with high-quality products and services. If you are not fully satisfied with your purchase, we hope to assist you through the following refund and return policy.
1. General Return Policy
Return Time: You may request a return within 30 days of receiving the product. The return request must be submitted within this 30-day period. Returns requested after 30 days will not be accepted.
Product Requirements:
The product must be in brand-new condition, unused, uninstalled, and unassembled.
No missing parts.
The product should have the original tags, original packaging, and all other original accompanying items.
Special Notes: The return policy is based on the delivery time of each individual product, not the entire order. If the product’s “marked delivered” date exceeds 30 days, returns will not be accepted.
Non-Returnable Products:
Clearance items
Customized products (e.g., custom reception desks, custom logos, lightboxes, etc.)
Offline purchased items (products or accessories not listed on our website)
Products marked as “Non-Returnable” on the product page
Assembled or disassembled products
Products missing original packaging or with severely damaged original packaging
Important Notes:
Do not discard any original packaging or wrapping materials from the items you received. To ensure a smooth return process, the product must be packed in the same way it arrived.
For large items, you need to prepare a pallet for the return.
Any additional services (e.g., door-to-door delivery, room of choice delivery, or white glove delivery) are non-refundable if the return is due to the customer’s reasons.
2. Return Process
Photo Requirements: When submitting a return request, you need to provide a full view picture of the product, photos of the outer packaging, and pictures of the internal packing to help us assess the product’s condition and confirm its eligibility for return.
Shipping Costs:
If the return is due to quality issues, Maoters will cover the return shipping costs.
If the return is due to customer reasons (e.g., change of mind, incorrect purchase, etc.), the customer will be responsible for the return shipping costs.
Prepaid Labels: In certain regions, we may provide prepaid return labels. If we cannot provide a prepaid return label, you will need to arrange for the return yourself.
3. Damaged or Faulty Products
Reporting Damaged Products: Upon receiving damaged products, please inspect them immediately and notify Maoters Customer Service within 48 hours. Please provide clear photos or videos of the damaged product, as well as the external packaging and labels, to help us expedite your request.
Handling Damaged Products: If the product is damaged during shipping (e.g., furniture damage, non-functional lighting, leaking pipes, etc.), Maoters will be responsible for repairing, replacing, or refunding the product.
Quality Issues: If a product has a quality issue or serious defect, Maoters will bear the shipping costs and offer a replacement or refund.
30-Day Reporting Window: Any claims regarding product issues should be reported within 30 days of receiving the product. Claims made after 30 days may not be processed due to uncertainties outside the time frame.
Important Notes:
We will not cover repair costs if unauthorized repair services are hired.
If the product is damaged during shipping, please report it to us within 3 business days and retain the product and its packaging materials.
4. Undeliverable or Refused Packages
If a package cannot be delivered or is refused due to reasons such as an invalid address, lack of signature, or refusal, you will be responsible for any additional shipping or handling fees incurred due to reshipment or order cancellation.
5. Refund Policy
Refund Process: After we receive and inspect the returned product, refunds will be processed within 3 business days. The refund will be issued to the original payment method.
Refunds for Quality Issues: If the return is due to a quality issue (e.g., severe damage or defect), Maoters will cover the refund.
Refunds for Non-Quality Issues: If the return is due to customer reasons (e.g., change of mind, incorrect purchase, minor flaws in appearance, etc.), Maoters will charge a 10% restocking fee.
6. Order Placement and Product Customization
Order Placement and Customization: If a customer requests a refund after placing an order but before product customization has begun, we are unable to offer a full refund due to a 5% charge as a credit card processing fee.
Product Manufacturing and Internal Warehousing (Pre-Shipment): For standard or custom-made furniture that has already been completed and procured to our internal warehouse, but is returned before being shipped to the United States, a 20% deduction will be applied from the total payment amount.
Products Shipped Overseas, Arrived, or Pending Arrival at U.S. Warehouse (Pre-Delivery): If a product has already been shipped overseas, arrived, or is pending arrival at our U.S. warehouse but has not yet been delivered to the customer, 50% of the total payment amount will be deducted.
Products in U.S. Warehouse and Shipped: If a product has arrived at our U.S. warehouse and has already been shipped to the customer, a deduction of 70% will be made from the total payment amount.
7. Exchange Policy
Exchanges for Damaged or Defective Products: If a product needs to be replaced due to quality issues or damage during transit, Maoters will handle the exchange.
Exchange Process: The customer must return the original product and place a new order. The return shipping and new order shipping costs will be the customer’s responsibility.
8. Important Notes
Color Discrepancy: Due to different display settings and lighting conditions, the color of reception desks, office desks, and other furniture may differ slightly from what you see on the screen. This is a normal occurrence and cannot be used as a reason for return.
Craftsmanship Features: Minor flaws or small cracks in seams, edges, or other areas are common craftsmanship characteristics and do not affect the product’s functionality. These are not considered defects and cannot be used as a reason for return.
9. Shipping and Delivery
After the product is shipped, we will provide tracking information so you can check the delivery status.
Due to uncontrollable factors such as weather or logistics delays, delivery times may be delayed. We will do our best to ensure the order is delivered on time.
