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        Returns and Exchanges

        Maoters Return & Refund Policy

        We strive to ensure the complete and timely delivery of all Maoters products. However, in the event of any unforeseen circumstances or if you have any questions, please contact our customer service team for assistance.

        Returns or Exchanges Due to Quality Issues

        We want you to be fully satisfied with your Maoters purchase. If the issue is caused by us, you may request a refund, exchange, or replacement parts under the following conditions:

        1. Quality Issues or Defects: If the product has any significant quality issues or functional defects, we will offer a refund or exchange.
        2. Incorrect Item: If you receive an item that does not match your Maoters order, you may request an exchange.

        Exchanges for Non-Quality Issues

        If you wish to exchange a Maoters item for personal reasons (e.g., size or color mismatch), please note the following:
        1. Inspect the item within 3 business days of receiving it and report any damage or issues. Requests for exchanges will not be accepted after this period.
        2. The item must be unused, in its original Maoters packaging, and include all accessories, tags, and manuals.
        3. The customer is responsible for all shipping costs during the exchange process, including both return shipping and the cost of reshipping the Maoters item.

        Exchange Process

        1. Exchanges for Maoters products can be requested within 14 days of receiving the item.
        2. Contact our customer service team via email at support@maoters.com with your Maoters order details (e.g., order number, product name).
        3. Return the Maoters item following the instructions provided by customer service.
        4. Once the Maoters item is confirmed to be in good condition, we will process the exchange.

        Damaged Items Upon Arrival

        If your Maoters item arrives damaged, please contact us within 3 days of receipt. Depending on the severity of the damage, we will offer an appropriate solution, such as a partial refund, replacement, or repair:
        • For severe damage or Maoters items that are unusable, we will provide a full refund, replacement, or repair.
        • For minor damage (e.g., scratches or dents that do not affect the product’s functionality), we may offer a partial refund, but a full refund will not be issued. Minor damage that does not impact the Maoters product’s normal use will not be eligible for a full refund.

        Refusal and Damaged Packaging Guidelines

        1. Refusal & Damaged Packaging Policy
        Damaged Packaging but Intact Maoters Product: If the outer packaging of your Maoters item arrives damaged but the product itself is undamaged, please do not refuse the package. Instead, accept the delivery, take photos of the packaging, and contact our customer service team for assistance.
        2. Responsibility for Refusal Without Prior Notice
        If you refuse delivery of a Maoters item without first contacting our customer service, you may be responsible for return shipping costs, and it may affect your eligibility for a refund or exchange.

        Non-Returnable or Non-Refundable Maoters Items

        The following Maoters items are non-returnable and non-refundable, except in cases of verified quality issues caused by us:
        1. Products returned due to customer errors (e.g., customer-caused damage, stains, missing items) related to Maoters purchases.
        2. Made-to-order or personalized Maoters items: All custom Maoters products (e.g., personalized office furniture).
        3. Maoters products with potential shipping damage due to irreversible packaging: Items where the original Maoters packaging has been altered or product identification codes/tags have been lost.
        4. Used Maoters products: Any Maoters items that have been used.
        5. Clearance Maoters items: All Maoters clearance products.
        6. Seasonal Promotion Maoters Items: All Maoters seasonal promotion products (including summer sales) are non-returnable and non-refundable unless there is a verified quality issue.
        7. Maoters products with installation marks: Items (e.g., wooden office furniture) that may have installation marks affecting their resale condition.
        8. Maoters products with minor scratches: Items with minor scratches that do not affect functionality.
        9. Maoters products with minor color variations: Items where the actual color may differ slightly from what is displayed on the Maoters website.
        10. Maoters products with minor size differences: Items with size differences of less than 0.5 inches.
        11. Opened and used Maoters items: Items cannot be returned, exchanged, or refunded unless they are defective and damaged (caused by us).

        Important Note on Product Color

        The actual color of Maoters products may differ from the images displayed on our website. If you have any concerns about this, feel free to contact our customer service team to request real Maoters product images for reference.

        Refund Policy and Additional Fees

        Please note: Exchanges for Maoters items may be requested within 14 days of receipt. Please inspect the item upon delivery and report any issues to Customer Service within 3 days.
        1. If you receive a damaged Maoters item, we will assess the severity of the damage to determine if it qualifies for compensation and the amount:
          1. For minor damages (e.g., scratches or small dents), we will negotiate a refund of 2%-10% of the Maoters order amount.
          2. For significant damages, we will discuss with you whether you wish to keep the Maoters item. If you choose to keep it, we will offer compensation of 50% of the order amount.
          3. Additionally, if applicable, we may offer a replacement Maoters item at no extra cost.
        2. Shipping charges for the original Maoters order are non-refundable.
        3. If you request to cancel your Maoters order after placing it due to personal reasons (e.g., no longer wanting the item, dissatisfaction with delivery time), a cancellation fee will apply:
          1. If the Maoters order is canceled before production, the customer will receive a full refund minus a 5% non-refundable credit card fee.
          2. If the Maoters product is in production or completed but not yet shipped, the cancellation fee will range from 20%-50% of the order amount.
          3. Once the Maoters product has shipped or is in transit, an 80% cancellation fee will be applied.
          Important Note: Maoters products will start production 48 hours after the order is placed.
        4. If a returned Maoters item is found to be damaged upon arrival at our facility, we will deduct the cost of the damages from your refund.
        5. For damages to Maoters items caused during assembly or disassembly:
          • Small replacement parts can be sent at no charge.
          • Larger parts may incur additional charges.
          • We do not cover any installation costs or refund requests related to Maoters installation fees.
        6. If incorrect shipping information is provided by the customer, or if re-delivery or multiple installation attempts are required due to customer actions for a Maoters order, any associated costs will be the responsibility of the customer.
        7. If you wish to change the color, size, or style of your Maoters order after production has begun, the following fees will apply:
          1. Prior to shipping, a 20% change fee will be charged.
          2. After shipping has started, a 50% change fee will be charged.

        Steps for Initiating a Return for Maoters Items

        1. Contact our customer service team at support@maoters.com to start the Maoters return process.
        2. Inform us of your return request, including your Maoters order details and reason for return.
        3. Our customer support team will guide you through the Maoters return process and provide necessary instructions.
        4. Arrange for the Maoters furniture pickup or return shipping.
        5. We will receive your returned Maoters furniture and inspect its condition.
        6. Refunds will be processed and returned to your payment account once we have confirmed the Maoters return request.

        Additional Refund Notes

        • The refund process for Maoters orders usually takes 7-10 business days after coordination with customer service.
        • We kindly ask that you refrain from initiating a chargeback, as this can extend the Maoters refund process. If a chargeback is initiated, please be aware that credit card companies may take 2-3 months to resolve the issue.

        Contact for Maoters Returns and Refunds

        For any queries related to Maoters returns or refunds, please reach out via email at support@maoters.com

        1-Year Warranty

        Maoters  Warranty Policy
        ​
        Section 1 – Basic Warranty Terms
        ​
        Applicable Product Scope​
        Office furniture (including office desks, office cabinets, office chairs, meeting sofas, office furniture sets, file racks, office beds, etc.)​
        Specific Warranty Period​

        • All aspects of the products, including materials, frame structure, craftsmanship, functionality of non-lighting electronic components, as well as fabrics, seat cushions, leather covers, and LED lighting components, are covered by a one-year limited warranty. If replacement parts are needed, a minimal cost will be charged only if the original warranty documentation is provided.​

        Effective Statement        ​
        This warranty policy is valid for a long term and applies to all orders placed on the official Maoters website. The warranty period shall uniformly start from the actual date of receipt of the product and last for one year.
        ​
        Section 2 – Warranty Agreement and Restrictions​
        Maoters.com (the official website of Maoters) warrants that, within the one-year warranty period specified in this warranty policy and under “normal use” of the products, all office furniture sold on the official website shall be free from defects in materials, craftsmanship, and functionality. “Normal use” refers to the use of the products in strict accordance with the product installation instructions, operation guidelines, and maintenance manual.​
        If Maoters confirms that a product within the warranty scope has defects under normal use, Maoters will, at its own discretion, choose one of the following solutions at its own cost: replace the product, repair the product, or make reasonable adjustments. The parties hereto expressly agree that the sole and exclusive remedy of the original purchaser against Maoters shall be limited to the “repair, replacement, or refund of defective products” as specified in this policy. Maoters shall not bear the labor costs and other related expenses incurred in the removal or installation of any defective, repaired, or replaced products (including the installation of repaired or replaced products). Under no circumstances shall the liability of Maoters exceed the purchase price of the corresponding product.​
        The following circumstances that cause product loss or damage are not covered by this limited warranty:​
        1. Misuse or abnormal use (e.g., using an office chair for standing or stepping, or loading an office desk beyond its rated weight, etc.);​
        1. Improper handling during transportation or use (e.g., violent transportation leading to frame deformation, forced disassembly of components, etc.);​
        1. Accidents (e.g., collisions, falls, spilling of corrosive liquids, etc.);​
        1. Negligent maintenance (e.g., long-term lack of cleaning leading to component rust, failure to timely treat stains resulting in fabric damage, etc.);​
        1. Force majeure (referring to events beyond human control, such as rain floods, earthquakes, typhoons, and other natural disasters);​
        1. Improper installation (e.g., failure to follow the steps in the instruction manual for installation, unauthorized modification of the installation structure, etc.);​
        1. Improper maintenance and cleaning (using abrasive cleaners such as washing powder, bleach, ammonia water, alcohol, chlorine-based agents, etc., or using tools like steel wool, wire brushes, etc. Such operations will damage the product’s surface coating; long-term exposure of the product to chemicals, strong cleaners, or harsh outdoor environments will render the warranty for the surface coating and materials invalid);​
        1. Unauthorized modification (including but not limited to the use of accessories or attachments not authorized by Maoters, or unauthorized debugging or repair): This warranty only applies to products where all components are provided by Maoters. The replacement of products or components from other brands will render the entire warranty invalid;​
        1. Normal wear and tear during daily use: For example, the decrease in surface gloss, scratches, stains, or alkaline corrosion marks on the product caused by use, cleaning methods, or exposure to water, air, and other environmental factors are not manufacturing defects but are indicative of normal wear and tear.​

        This warranty is only extended to the original purchaser and is non-transferable (including transfer to heirs, subsequent owners, etc.). Except as expressly specified in this policy, any commitment made by Maoters through words or actions shall not constitute a warranty obligation.        ​

        If you believe your product is eligible for a warranty claim, please contact Maoters official customer service. Be sure to provide all relevant information regarding your warranty claim, including a copy of the original order confirmation, the model and quantity of the defective product, a detailed description of the problem, and pictures or video evidence that clearly show the problem.        ​

        Special Statement        : The aforementioned warranty terms replace all other express or implied warranties, including but not limited to warranties of merchantability, fitness for a particular purpose, and non-infringement. Under no circumstances shall the purchaser be entitled to claim against Maoters for indirect, special, incidental, or consequential damages of any kind, including but not limited to loss of profits, promotional and/or production costs, overheads, damage to reputation, and loss of customers. Maoters shall not be liable for such damages.​
        Section 3 – Warranty FAQ (Frequently Asked Questions)​

        Q: What is the warranty period for the Maoters office furniture I purchased?        ​

        A: All Maoters office furniture products are uniformly covered by a one-year limited warranty. The warranty period starts from the actual date of receipt of the product.        ​

        Q: If a quality problem occurs with the product 10 months after use, can I still apply for a warranty?        ​

        A: As long as it is still within the one-year warranty period starting from the date of receipt, and the problem is a quality defect within the warranty scope (excluding cases such as man-made damage and normal wear and tear), you can apply for warranty service in accordance with the procedures.        ​

        If you have any other questions related to the warranty, please feel free to contact Maoters official customer service for support.

        Free Customization Service

        Maoters  Customization Service ​

        1. Scope of Customizable Products        ​

        This customization service is exclusively applicable to three core office furniture categories of Maoters, aiming to meet the personalized functional and aesthetic needs of different office spaces:
        ​
        • Reception Desks: Including front desk reception counters, lobby welcome desks, etc., suitable for corporate lobbies, hotel front desks, office building reception areas and other scenarios.​
        • Executive Desks: Tailored for senior management offices, covering large-scale president workbenches, combined executive desks with side cabinets and other styles.​
        • Conference Tables: Adaptable to meeting rooms of various sizes, including rectangular large conference tables, round small negotiation tables, modular combined conference tables, etc.​

        2. Core Customization Services (Provided Free of Charge)        ​
        To provide customers with a worry-free customization experience, Maoters offers the following key services free of charge throughout the entire customization process, with no additional fees:​
        2.1 Free Customization Plan Development​
        After receiving a customization request, the professional design team will communicate in-depth with the customer to clarify the details of their needs, including but not limited to:
        ​
        • Space Adaptation: Measure the dimensions of the target placement area (such as reception halls, executive offices, meeting rooms) to ensure the customized product fits the space perfectly without waste or size mismatch.​
        • Functional Requirements: Confirm special functional needs, such as built-in wire holes in conference tables, hidden storage cabinets in reception desks, integrated display screens in executive desks, etc.​
        • Style Coordination: Match the product style with the existing office decoration style (such as modern minimalist, industrial style, neoclassical style) to ensure overall aesthetic unity.​

        Based on the above information, the design team will develop 1-2 sets of personalized customization plans within 3 working days, which include product structure, size parameters and material selection suggestions.        ​
        2.2 Free Design and Rendering Service
        ​
        After the customer confirms the preliminary customization plan, Maoters will provide a free high-definition 3D design rendering service, allowing customers to visually preview the final effect of the customized product:
        ​
        • The renderings will clearly show the product’s appearance, color, material texture and functional details (such as the wood grain texture of the executive desk, the lighting effect of the reception desk’s ambient lights).​
        • Customers can put forward up to 2 rounds of revision suggestions for the renderings (such as adjusting the color of the tabletop, modifying the edge shape of the reception desk), and the design team will complete the revisions within 2 working days each round to ensure the effect meets the customer’s expectations.​

        3. Customization Process        ​
        To ensure the smooth progress of the customization service, Maoters has formulated a standardized 5-step process:​
        Step 1: Submit Customization Requirements​
        Customers can initiate customization requests through the following channels:
        ​
        • Official Website Channel: Fill in the “Customization Service Application Form” on Maoters’ official website (maoters.com), including contact information, customized product type and preliminary demand description.​
        • Customer Service Channel: Call the official customer service hotline or contact online customer service to communicate customization intentions directly.​

        Step 2: Demand Communication and On-Site Measurement (If Needed)
        ​
        • For customers with clear needs, the design team will hold a 15-30 minute online meeting to confirm details such as size, material and function.​
        • For large-area or complex spaces (such as irregular-shaped meeting rooms, reception halls with special layouts), Maoters provides free on-site measurement services (applicable to areas within 50 kilometers of the nearest Maoters service center; for areas beyond 50 kilometers, transportation costs will be negotiated separately).​

        Step 3: Plan Development and Rendering Confirmation
        ​
        • The design team will develop a free customization plan and issue 3D renderings based on the confirmed needs, and send them to the customer via email or online platform.​
        • After the customer confirms the renderings and signs the “Customization Confirmation Form”, the customization process enters the production preparation stage.
          ​
        Step 4: Production and Progress Notification
        ​
        • The production cycle of customized products is 15-25 working days (specifically depending on the complexity of the product; for products involving special processes such as custom carving, the cycle will be appropriately extended, and the specific time will be indicated in the “Customization Confirmation Form”).​
        • During the production period, Maoters will send progress updates to customers every 7 working days, including production status photos or short videos, to ensure customers are informed of the production process.
          ​
        Step 5: Delivery and Installation
        ​
        • After the production is completed, Maoters will arrange professional logistics for delivery, and the delivery time will be notified to the customer 3 working days in advance.​
        • For customized products (such as large conference tables, combined reception desks), Maoters provides free on-site installation services. After installation, the installation team will clean up the construction waste to ensure the office space is tidy.
          ​
        4. Service Restrictions and Notes
        ​
        4.1 Restrictions on Free Services
        ​
        • The free customization plan and rendering service are limited to the initial 1-2 sets of plans and 2 rounds of revisions; if the customer needs to develop additional plans or conduct more than 2 rounds of revisions, a design service fee of ​
          150 will be charged (the specific amount depends on the complexity of the product).​
        • The free on-site measurement service is limited to the first measurement; if re-measurement is required due to customer reasons (such as changes in space layout, missing the measurement time), a measurement fee of $80 will be charged each time.
          ​
        4.2 Material and Process Notes
        ​
        • Maoters provides a list of optional materials for customized products, including solid wood, artificial stone, melamine boards, metals, etc. The material specifications and performance parameters will be clearly marked in the “Customization Confirmation Form”; if the customer needs to use special materials not in the list, the material cost and procurement cycle will be calculated separately.​
        • For special processes such as custom logo engraving, inlaying, and special color spraying, additional fees will be charged based on the difficulty of the process, and the specific fee will be quoted separately before the customer confirms the plan.
          ​
        4.3 Cancellation and Modification of Customization Orders
        ​
        • If the customer needs to cancel the customization order before the start of production, a liquidated damages of 10% of the total customization price will be charged (to cover the cost of plan development and rendering).​
        • If the customer needs to modify the customization parameters (such as size, material) after the start of production, the modification fee and extended production cycle will be determined based on the degree of impact on the production process, and both parties need to sign a “Modification Agreement” for confirmation.
          ​
        5. After-Sales Guarantee for Customized Products
        ​
        • All customized products enjoy the same one-year limited warranty as Maoters’ standard products, covering defects in materials, craftsmanship and functions (the warranty period is calculated from the date of completion of installation).​
        • If there is a size mismatch or appearance difference between the customized product and the confirmed rendering (caused by non-human factors), Maoters will provide free re-production or modification services and bear the corresponding logistics and installation costs.​
        • Within 30 days after the completion of the installation of the customized product, if the customer has reasonable suggestions for minor adjustments (such as adjusting the height of the executive desk drawer, optimizing the wire management design of the conference table), Maoters will arrange for a technician to make on-site adjustments for free.
          ​
        If you have any questions about the customization service, please feel free to contact Maoters’ official customer service. We will provide professional answers and support to ensure your customization needs are fully met.

        Shipping Policy

        Maoters Shipping Policy

        We are committed to providing you with a seamless shopping experience for high-quality furniture, and all orders come with free shipping throughout the entire process. Below is a detailed explanation of our shipping policy to help you clearly understand the full delivery workflow.

        1. Shipping Area

        Currently, we only offer shipping services to the contiguous United States (the 48 mainland states). Shipping to Alaska, Hawaii, Guam, Puerto Rico, and other U.S. territories is not available at this time.

        2. Shipping Process & Methods

        After your order is processed, the furniture will first be transported via international ocean freight, then transferred to our U.S. warehouses (assigned to either California or Georgia based on your delivery address to optimize efficiency). Once the items arrive at the corresponding warehouse and pass inspection, we will coordinate with local delivery carriers to ship the products to your doorstep—no shipping fees will be charged to you at any stage.
        • Basic Delivery Service: Curbside delivery (carriers unload furniture at your front door, apartment lobby, or driveway; in-home moving, stair access, or assembly are not included, and no extra fees apply).
        • Premium Delivery Service: White-glove delivery (for large furniture—includes room-specific delivery, stair access (confirm in advance if no elevator), unpacking, packaging disposal, and basic assembly (e.g., attaching table legs)). This service requires a separate fee; consult customer service for a customized quote when ordering.

        3. Timeframes (All in Weeks, Excluding U.S. Federal Holidays)

        The full delivery cycle has four key stages. Specific timeframes are as follows, with free shipping covering all stages:
        StageTimeframeDetails
        Order Processing1–2 WeeksAll items (including custom-made ones) go through production, strict quality checks, and secure packaging. Complex custom orders (e.g., oversized furniture) may take longer—we will notify you separately.
        Int’l Ocean Freight5–7 WeeksAfter shipment, goods take 5–7 weeks to reach a U.S. port (includes export/import customs clearance and ocean shipping). Delays from severe weather, route changes, or customs inspections will be communicated promptly.
        Customs & Warehouse Transfer0.5–1 WeekAfter passing U.S. customs, goods are transferred to our U.S. warehouse. Rarely, extra time may be needed for extended customs checks or port congestion.
        U.S. Local Delivery1–2 WeeksAfter warehouse inspection, local carriers deliver to your address. Time varies slightly by region (faster for West Coast, slightly longer for East Coast).
        Total Delivery Time7–10 WeeksSum of the above stages. Due to large furniture production and international shipping, the cycle is relatively long—confirm this timeframe before ordering (free shipping is unaffected).

        4. Additional Fees (Only for Special Cases; Basic Delivery is Free)

        The following scenarios require extra fees (not shipping fees, but special service/scenario costs—we confirm the amount with you first):
        • Delivery to remote areas (over 50 miles from the nearest local carrier hub, covering extra transport costs).
        • Delivery requiring stair access (no elevator, goods need to go to floors above the first—extra labor costs).
        • Special delivery needs (e.g., restricted entryways, vehicle height limits (below 3.3m), or deliveries to malls/construction sites—covering coordination costs).
        • Truck-inaccessible addresses (e.g., narrow streets, no temporary parking—costs for small vehicle transfers).

        5. Customs Duties & Taxes

        Our product prices already include all U.S. customs duties and import taxes, and free shipping applies throughout. You do not need to pay extra fees for customs clearance or transportation upon delivery.

        6. Order Tracking

        To check your order status:
        1. Use your unique order number on our official website’s “Track Order” page (link: https://www.maoters.com/track-order).
        2. Contact online customer service with your order number for real-time updates.

        Notice on Logistics Update Delays

        Logistics information may have slight delays—tracking details usually appear only after the carrier picks up the shipment and delivers it to the warehouse. If no updates are found temporarily, contact customer service for the latest details.

        7. Important Reminders

        • Most furniture is custom-made. Once production starts, modifications or cancellations may not be possible (confirm order details carefully; no shipping fee refunds needed as shipping is free).
        • Delivery progress, tracking updates, and important notices are sent to your registered email—check your inbox regularly (including spam).
        • If a refund is requested for special service fee issues, only the service fee is refunded; standard bank handling fees are deducted (unrelated to free shipping).

        8. Contact Us

        For questions about shipping, tracking, or delivery:
        • Email: support@maoters.com
        • Phone: +1 949 685 3409 (U.S. Eastern Time, Monday–Friday, 9:00 AM–6:00 PM)
        • Official Website: Visit https://www.maoters.com/contact-us to submit an inquiry or use online customer service.
        Thank you for choosing Maoters. We appreciate your trust and patience, and will ensure smooth delivery with our high-quality free shipping service!