Refund & Return Policy
Last Updated: 2026
When shopping at Maoters, we want you to be 100% satisfied. Because furniture can be bulky and requires international shipping, please read this policy carefully before placing an order.
| Scenario | Policy Details | Shipping Cost |
|---|---|---|
| Change of Mind | 30-day return period (full-priced items). Must be new and unassembled. | Customer pays (International) |
| Defective / Damaged | Report within 24 hours. Full refund or FREE exchange available. | Maoters covers all costs |
| Wrong Item Received | Report immediately. FREE replacement of items or accessories. | Maoters covers all costs |
Your Legal Rights
Under the US Consumer Rights Act 2015, you have statutory rights:
- The goods you purchase must be as described, of satisfactory quality, and fit for their purpose.
- If the goods do not meet these standards, you are entitled to repair, replacement, or a partial or full refund. This right is not subject to the time limits set out in this Policy.
Changing your mind (“cooling-off period”) – applies to full-priced items only
If you simply change your mind, we offer you 30 days to return the product from the date you receive it.
Return conditions:
- Items must be in new, unassembled, undamaged, and unused condition.
- All original packaging, accessories, tags, and instructions must be returned intact.
- Items must be repacked in their original packaging and placed in an additional outer box for safe shipping.
Return process:
- Contact us: Within the returns period, please first contact our Customer Service Team by emailing [email protected], quoting your order number and stating that you wish to return the product.
- Obtaining Authorization: We will provide you with a Return Material Authorization (RMA) Number and detailed return instructions. Unauthorized returns will not be processed.
- Arranging returns: You will need to arrange and return the product to our designated warehouse address and be responsible for the applicable international return shipping costs. We strongly recommend that you purchase shipping insurance as you are responsible for the safety of the item during return transportation.
- Inspection and Refund: Once we receive and inspect the returned merchandise and confirm that it meets the conditions, we will process your refund within 14 business days. The refund will be refunded to your original payment account.
Defective or damaged goods
If the merchandise you received is defective, damaged, or seriously inconsistent with the order description upon delivery, please contact us immediately (within 24 hours of signing for it).
Required evidence:
Please provide clear photos and videos showing damage to the outer packaging and the problem with the product itself.
Solution:
After verification, we will provide you with the following solutions (you have the right to choose):
- Free exchange for a new item (we will cover all shipping costs for the exchange).
- A full refund (including the shipping costs you paid for the original order).
- In such cases, you do not need to bear the return shipping costs.
Refund Processing
All approved refunds will be processed within 14 business days of our confirmation. Refunds will be automatically processed back to the payment method used to pay for your original order (e.g. credit card, PayPal account). Please note that it may take an additional 5-10 business days for your bank or payment provider to credit your account.
Non-returnable items
For health and hygiene reasons, the following items cannot be returned once unpacked (unless defective):
- Assembled or custom-made items.
- Assembled or customized products.
Exchange process
We currently do not offer direct exchanges. If you would like to exchange your item for another one, please:
- Follow the above process to return your product and receive a refund.
- Place a new order for your desired product.
Contact & Support
Tel: +1 949 685 3409 (WhatsApp Available)
Email: [email protected]
Name: Maoters Furniture INC
Address: 1401 21ST ST STE R
SACRAMENTO, CA 95811
Quality issues/ Shipping damage
Submission Window
To be eligible for a claim, issues must be reported within: ≤ 3 Days (Upon Delivery)
Applicable Scenarios
- The product has major quality defects (such as structural damage, functional failure).
- The product received does not match the order (wrong item sent, accessories missing).
- Product damage caused during transportation.
What To Do
- Provide your order number and a short description of the issue.
- Upload clear photos or videos showing the problem or packaging.
- Keep the original packaging in case it’s needed for verification.
Handling Rules
| Scenario | Handling Details |
|---|---|
| Minor Damage | Partial refund of 2%-10% of the order amount. |
| Severe Damage | Full refund, FREE exchange, or 50% compensation. |
| Wrong/Missing | Correct items or missing accessories resent FREE of charge. |
Important Note
If a return or exchange occurs due to quality issues, the customer is responsible for the subsequent handling of the damaged product (such as disassembly and disposal).
Non-quality issues: Exchange rules (customer reasons)
Submission Window
For personal reasons (e.g., mismatch or change of needs), applications must be submitted within: ≤ 14 Days (Upon Receipt)
Exchange Conditions
To be eligible for an exchange, the following requirements must be met:
- Product Requirements: Products must be in unused, unassembled, and uninstalled condition, with original packaging, labels, accessories, and manuals intact (no stains, scratches, or damage).
- Cost Responsibility: Customers are responsible for all “return shipping costs” and “re-shipping costs” incurred during the exchange process.
- Time Limit: Exceeding the 14-day deadline or using the product will result in the application being rejected.
Important Tips
Please ensure the product is securely repacked in its original box. We strongly recommend using a trackable shipping service or purchasing shipping insurance, as Maoters is not responsible for items damaged or lost during return transit.
Non-returnable/non-refundable products
Non-Returnable Items
The following products do not support return, exchange, or refund under any circumstances (except for confirmed quality issues):
- Customer-Caused Issues: Product damage, stains, or missing accessories due to improper use or self-disassembly.
- Customized Products: Personalized items (e.g., custom reception desks, exclusive logos, personalized light boxes).
- Packaging Alterations: Products with missing labels, identification, or irreversible packaging changes that affect safe shipping.
- Used or Assembled: Products that have been used, assembled, or installed (e.g., furniture with mounting holes).
- Final Sale: Clearance items and seasonal sales (including summer sales).
Minor Defects (Not affecting functionality)
- Minor surface scratches or small cracks on edges.
- Slight color variations due to monitor settings or lighting.
- Size deviations of less than 0.5 inches (approx. 1.27 cm).
- Offline Purchases: Products purchased offline that are not registered on our official website.
Important Tips
Please check your order details and product descriptions carefully before purchasing. If you are unsure whether an item is eligible for return, please contact our support team first.
Order cancellation fee (customer reason)
Cancellation Window
Production begins within 48 hours after order confirmation. Cancellation fees are applied based on the current production and logistics progress:
Cancellation Fees
- Pre-production:
Full refund, minus a 5% non-refundable credit card processing fee. - In Production / Completed (Not Shipped):
Cancellation fee is 20% – 50% of the order amount (calculated based on actual production costs incurred). - Shipped / Arrived at US Warehouse:
80% cancellation fee of the order value (covers international freight, local handling, and storage charges).
Important Tips
Once an order has entered the “Shipped” stage, the logistics costs are irreversible. We strongly recommend confirming all product specifications (size, color, and orientation) before the 48-hour production window begins.
Order modification fee (change color/size/style)
Order Modification
Once production has commenced, any requests to modify order specifications (such as size, color, or configuration) will incur the following charges based on the current stage:
Modification Fees
- Before Shipment:
A 20% modification fee of the total order amount will be charged to cover material and production adjustment costs. - After Dispatch / Arrival at US Warehouse:
A 50% amendment fee of the total order value will be applied (covers logistics redirection and inventory re-processing).
Important Note
Modification requests are subject to production capacity and material availability. If the product has already been completed or loaded for international transit, modification may no longer be possible and will be treated as a cancellation according to our Cancellation Policy.
Other fee rules
Shipping Cost & Refund Policy
- Non-Refundable Charges: The “shipping charges” for the original order are not refundable under any circumstances.
- Return Condition: If the returned product is received with new damage not caused by us (e.g., collision during return shipping), repair or damage costs will be deducted from the refund.
Customer Responsibility
- Address & Delivery: Additional shipping/labor charges from incorrect addresses, redelivery, or multiple installation attempts are the customer’s responsibility.
- Assembly Damage: For damage during assembly: Small replacement parts are FREE of charge; larger parts will be charged.
Important Note
Installation fees or refund requests for independent services are not covered by Maoters. We strongly recommend purchasing shipping insurance for all returns to protect against potential transit damage.
Packaging Damage and Rejection Rules
Packaging vs. Product Condition
- Inspection Priority: Damage to the outer packaging does not necessarily mean the product is damaged. We strongly recommend unpacking and inspecting the product after signing for it.
- Damaged Packaging/Intact Product: If the outer packaging is damaged but the product has no scratches or functional problems, please do not refuse delivery. Sign for it first, take photos of the damaged packaging, and contact customer service for record.
Unauthorized Refusal
Consequences of Unauthorized Refusal:
Refusing a package without first contacting Maoters customer service means the customer will be responsible for all return shipping costs. This may also negatively affect subsequent refund or exchange eligibility.
Problem Resolution
If any internal product damage is found after unpacking, please immediately follow our Quality-Related Issue Handling Process by providing photos of both the packaging and the product defects.
1. Liability Limitation
Labor Costs & Project Delays:
Maoters.com is not liable for any labor costs, installation fees, or project delays resulting from incorrect or delayed shipments. We strongly recommend verifying product details and availability before scheduling any third-party services.
2. Non-Returnable Items
The following items are strictly non-returnable (except for confirmed quality issues):
- Clearance & Sales: Items marked as clearance or final sale.
- Custom Products: Customized or made-to-order products.
- Registration Issues: Items purchased offline or not registered on our official website.
- Specific Labels: Items explicitly labeled as “Non-Returnable” on their individual product pages.
- Condition & Usage: Items that have been assembled, disassembled, or used in any way.
FAQ
1. How Soon Will I Receive My Refund?
| Payment Method | Refund Initiation | Expected Timeline |
|---|---|---|
| PayPal | Once we inspect your return, we issue refunds within 7-14 business days. | Typically appears immediately after processing. |
| Credit Card / Apple / Google Pay | May take additional time for your bank to reflect the credit on your statement. |
2. Why Do We Charge a Restocking Fee?
We apply a 20% restocking fee for non-defective returns to cover handling, inspection, and restocking costs.
If the original packaging is missing, a $70 repackaging fee will also be deducted.
| Item | Amount (USD) |
|---|---|
| Original Product Price | $600.00 |
| Restocking Fee (20%) | -$120.00 |
| Repackaging Fee (If applicable) | -$70.00 |
| Final Refund Amount | $410.00 |
3. Why Keep the Original Packaging?
Our packaging is tailored to ensure safe transit. Returning items without it significantly increases the risk of damage, which directly affects your refund eligibility. We strongly recommend keeping all packaging for a smooth return process.