Returns & Refunds Policy

Refund & Return Policy

Last Updated: October 4, 2026

When shopping at Maoters, we want you to be 100% satisfied. Because furniture is bulky and requires careful freight handling, please read this policy before placing an order. Return eligibility and charges depend on the reason for the return, the item type and the actual order status.

Scenario	Policy Details	Shipping Cost
Change of Mind	Request a return within 30 calendar days of delivery for eligible standard items, including ordinary discounted items. Must be new, unused and unmodified. A 20% restocking fee applies.	Customer pays actual return freight to the designated U.S. warehouse; paid original shipping is non-refundable.
Defective / Damaged	Report transit damage within 3 calendar days where possible. Verified eligible defects or damage qualify for a full refund or FREE replacement. Late reports and concealed damage are reviewed, not automatically rejected.	Maoters covers necessary return or replacement freight.
Wrong Item Received	Report incorrect items or missing accessories promptly. FREE replacement of incorrect items or missing accessories; eligible wrong-item returns may receive a full refund.	Maoters covers necessary return or replacement freight.

Your Legal Rights

your rights under applicable law are preserved:

Items must match the product description and any final specifications you approved. Verified defects, incorrect items and transit damage are addressed under this policy and applicable law.
Available remedies depend on the issue and applicable law. The voluntary return period and damage-reporting guidance do not limit rights that cannot lawfully be excluded, or automatically remove remedies for concealed damage or covered defects.

Change-of-Mind Returns – Eligible Standard Items

You may request a customer-preference return within 30 calendar days of delivery. Ordinary promotions and discount codes do not remove eligibility. For approved preference returns, a 20% restocking fee applies to the discounted amount paid for the returned merchandise; paid original shipping is non-refundable and actual return freight is your responsibility.

Return conditions:

Standard items must remain new, unused, unmodified and free of customer-caused damage. Factory assembly and opening packaging solely for inspection do not, by themselves, make an item ineligible.
Return all supplied accessories, tags and instructions, and keep the original protective packaging where possible. Missing original packaging is not an automatic rejection if customer service confirms that the item can be safely repacked and transported.
Use the original protective packaging or an alternative approved by customer service, with suitable outer protection for safe freight transport. For approved preference returns requiring repacking, a $70 fee applies per independent furniture item, not per carton. No repacking fee applies when the original packaging is intact or the approved return is due to defects, incorrect items or transit damage.

Return process:

Contact us: Within the returns period, please first contact our Customer Service Team by emailing support@maoters.com, quoting your order number and stating that you wish to return the product.
Obtaining Authorization: Contact us and obtain a Return Material Authorization (RMA) number and detailed return instructions before sending the item back. Do not return furniture without authorization or to the public office address.
Arranging Returns: For approved customer-preference returns, arrange shipment to the designated U.S. warehouse specified in your RMA instructions and pay the actual return freight. We recommend trackable, insured freight and safe packaging. For approved returns caused by defects, incorrect items or transit damage, Maoters will coordinate the necessary return arrangements and cover the required return freight.
Inspection and Refund: After the returned merchandise passes inspection, we will initiate the approved refund to your original payment method within 14 business days. Any applicable charges will be itemized. Bank or payment-provider posting time is additional; any shorter deadline required by law takes precedence.

Defective or damaged goods

Please inspect promptly and report transit damage within 3 calendar days of delivery where possible. Reporting within 24 hours is encouraged, not an automatic cutoff for all claims. Contact us promptly about defects or items inconsistent with your order; late reports, concealed damage and later-discovered defects are reviewed using the evidence, applicable warranty and other rights.

Required evidence:

Please provide clear photos or videos of the issue and packaging where available, along with your order number and a short description. We may request additional evidence reasonably needed to assess the issue. Do not use, dismantle or destroy an unsafe item to obtain evidence.

Solution:

For verified eligible defects, damage or goods inconsistent with your order, you may choose either remedy below. Replacement parts, repair by an arranged or pre-approved technician, or a partial refund for keeping a safe item may also be agreed with you, but do not unilaterally replace that choice:

Free exchange for a new item (we will cover all shipping costs for the exchange).
A full refund of the affected merchandise and the original delivery charge attributable to it. Optional service fees are handled separately under the service-fee rules below.
Maoters covers necessary return freight for these approved returns. Customer-preference restocking and repacking fees do not apply.

Refund Processing

Approved refunds are initiated to the original payment method within 14 business days after a returned item passes inspection, or after refund approval when no return is required. Your bank or payment provider may need an additional 5–10 business days to post the credit; actual timing varies. Refunds required by law follow any shorter applicable deadline, including the applicable deadline for delayed-shipment cancellations, rather than this ordinary-return processing period.

Non-returnable items

The following categories are excluded from customer-preference returns. These exclusions do not remove remedies for verified defects, incorrect items, transit damage or rights under applicable law:

Non-standard custom items, including non-standard dimensions, special colors, structural changes, logos or personalized configurations. Listed standard size and color options remain standard items even when made after ordering.
Items clearly identified as Final Sale before purchase. Ordinary sales, promotions and discount codes do not, by themselves, make an item Final Sale. Factory assembly and opening packaging for inspection do not, by themselves, exclude an otherwise eligible standard item.

Exchange process

For customer-preference changes, we do not offer direct exchanges; follow the eligible return process and place a new order. This does not affect free replacements for verified eligible defects, incorrect items or transit damage. To change to another item:

Request an eligible return within 30 calendar days of delivery, obtain an RMA and return instructions, and follow the return process above.
Place a new order for your desired product.

Contact & Support

Tel: +1 949 685 3409 (WhatsApp Available)

Email: support@maoters.com

Name: Maoters Furniture INC

Address: 1401 21ST ST STE R
SACRAMENTO, CA 95811

Thank you for choosing Maoters. We value your trust and strive to make your shopping experience as smooth as possible.

Quality issues/ Shipping damage

Submission Window

Please report transit damage promptly, preferably within the following period. Reporting within 24 hours is encouraged. This is not a blanket deadline for all defects; concealed damage and later reports are reviewed using the evidence, applicable warranty and other rights: Within 3 Calendar Days of 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 item and available original packaging until we provide written return, collection or disposal instructions. Stop using any item that may be unsafe.

Handling Rules

Scenario	Handling Details
Minor Damage	Assessment of the actual issue; replacement parts, an arranged or pre-approved repair, or an agreed partial refund for keeping a safe item may be offered. No fixed compensation percentage applies, and eligible replacement or refund rights remain available.
Severe Damage	For verified eligible severe damage, choose a full refund or FREE replacement. Do not use an unsafe item. A discount is not a substitute for addressing a safety issue.
Wrong/Missing	Correct items or missing accessories are supplied FREE for verified seller-responsible issues. Eligible wrong-item returns may receive a full refund under the remedy choices above.

Important Note

Do not discard, dismantle or destroy the item before receiving written instructions. Maoters will confirm whether the item is to be returned, collected or safely disposed of locally. Reasonable necessary costs for disposal requested by Maoters are covered when approved in advance; unsafe dismantling or destruction is not required.

Non-quality Issues: Returns and New Orders (Customer Reasons)

Submission Window

For personal reasons, such as a change of mind or needs, request an eligible standard-item return within: 30 Calendar Days of Delivery

Return Conditions

To qualify for a customer-preference return and, if desired, a new order for another item:

Product Requirements: Standard items must be new, unused, unmodified and free of customer-caused damage, with supplied labels, accessories and manuals returned. Factory assembly and opening solely for inspection do not disqualify an item. Missing packaging requires customer-service approval of safe repacking and transport.
Cost Responsibility: A 20% restocking fee applies to the discounted amount paid for the returned merchandise. Paid original shipping is non-refundable, and actual return freight is your responsibility. Approved repacking costs $70 per independent furniture item requiring it, not per carton. A new order has its own disclosed delivery charges; no duplicate exchange or modification fee is added.
Time Limit: Request a preference return within 30 calendar days of delivery. Items used or modified by the customer do not qualify. This preference-return restriction does not remove remedies for verified defects, incorrect items, transit damage or applicable warranty rights.

Important Tips

For customer-arranged preference returns, use the original packaging or a customer-service-approved safe alternative and trackable, insured freight where possible. You are responsible for loss or damage caused during that customer-arranged return; any proposed deduction must be supported by evidence and explained.

Items Excluded from Customer-Preference Returns

Non-Returnable Items

The following categories are excluded from customer-preference returns. Verified defects, incorrect items, transit damage and rights that cannot lawfully be excluded are handled separately:

Customer-Caused Issues: Product damage, stains, or missing accessories due to improper use or self-disassembly.
Non-standard Custom Products: Items with non-standard dimensions, special colors, structural changes, logos or personalized configurations. Standard listed size and color options remain standard items even when made to order.
Packaging and Identification: Missing packaging alone does not exclude a return if customer service confirms safe repacking and transport. Missing identification or packaging changes are assessed individually where they prevent verification or safe return transport.
Customer Use or Alteration: Items used, modified, assembled or installed by the customer, including customer-created mounting holes, do not qualify for preference returns. Factory assembly and opening solely for inspection do not, by themselves, disqualify an item.
Final Sale: Only items clearly identified as Final Sale before purchase are excluded from preference returns. Ordinary clearance discounts, seasonal promotions and coupons do not automatically remove standard return eligibility.

Appearance and Specification Review

Surface Marks: Cosmetic concerns are assessed using the evidence. Cracks or damage affecting structure or safety are not treated as minor cosmetic issues. An agreed cosmetic remedy does not remove other applicable rights.
Color: Screens and lighting can affect appearance. Report material color differences or a mismatch with your approved specifications for review; do not assume every color concern is ineligible.
Dimensions: Compare measurements with the product specifications and any final drawing you approved. Tolerances are product-specific; no single dimensional tolerance applies to every item.
Remedies: A concern is not automatically excluded merely because basic functionality remains. Verified defects or a mismatch with agreed specifications are reviewed under the quality-remedy rules above.

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

Cancellation charges for customer-preference requests depend on actual production, dispatch and item type, not elapsed time alone. A shipping label is not proof of dispatch. We record the request time and verify the status; customer-service processing delays do not justify moving a request to a higher fee tier.

Cancellation Fees

Before Production and Dispatch:
A successful cancellation receives a full refund with no processing fee.
In Production / Completed (Not Shipped):
Cancellation fee is 20% of the discounted amount paid for the affected merchandise, for both standard and non-standard custom items. This fixed fee applies only after production has actually begun and before dispatch.
After Dispatch / U.S. Warehouse:
Eligible standard items: 20%; non-standard custom items: 80% For standard items already dispatched, use the eligible return process: a 20% restocking fee, non-refundable paid original shipping and actual return freight. For non-standard custom items already dispatched, including those transported to a U.S. warehouse for your order, an accepted cancellation is subject to an 80% merchandise cancellation fee after review, where permitted by applicable law. No additional restocking, repacking, storage, handling or return-freight fee is added to that 80% fee. Pre-existing U.S. local stock successfully cancelled before dispatch receives a full refund; being in a U.S. warehouse alone does not trigger a cancellation charge.

Important Tips

Percentage fees apply only to the discounted amount paid for the cancelled or returned merchandise, not retained items, taxes, shipping or optional services. A cancellation fee, restocking fee and modification fee are not charged together for the same cancellation. Separately paid original shipping for transportation already performed is non-refundable in customer-preference cases; unperformed optional service fees are refunded in full. Taxes are adjusted separately under applicable rules. We recommend confirming all product specifications (size, color and orientation) before production. If Maoters cannot fulfill the order or meet a promised dispatch timeframe, we will notify you and provide the delay or cancellation/refund options required by applicable law. Seller-caused non-fulfillment and legally required refunds are not charged customer-preference cancellation fees. Existing orders retain the applicable commitments and policy version.

Order modification fee (change color/size/style)

Order Modification

Requests to change size, color, style or configuration depend on production status, material availability and feasibility. We will explain any price difference, actual additional cost and revised timing for your approval before making a change:

Modification Fees

Before Production and Dispatch / During Production:
Before production and dispatch, feasible changes carry no modification fee ; any merchandise or delivery price difference is charged or refunded. Once production has actually begun but before dispatch, only actual additional material or rework costs are quoted, plus any price difference. If no additional cost is incurred, no modification fee applies. Non-standard changes require approval of the final specifications, quote and revised timing.
After Dispatch / Arrival at US Warehouse:
Product changes are handled through the applicable cancellation or return process and a new order with your consent, rather than a separate flat amendment fee. Fees for the same cancellation or return are not duplicated. A U.S. warehouse location alone does not determine dispatch status or the applicable fee.

Important Note

If a requested modification is not feasible, you may keep the original order or request cancellation under the applicable policy; an unsuccessful modification request does not itself authorize cancellation. Feasible address changes before dispatch carry no administrative fee, with actual delivery price differences charged or refunded. After dispatch, address changes depend on carrier acceptance; actual rerouting costs and timing effects require your approval. You are not charged for address errors caused by Maoters or the carrier.

Other fee rules

Shipping Cost & Refund Policy

Original Shipping and Optional Services: For customer-preference returns or cancellations, paid original shipping for transportation already performed is not refundable . For approved returns caused by defects, incorrect items or transit damage, the original delivery charge attributable to the affected merchandise is refunded and Maoters covers necessary return freight. Optional service fees, including White-Glove and assembly, are refunded in full if the service was not provided; completed services are non-refundable, with partial performance or service failures reviewed separately under applicable rights.
Return Condition: For customer-arranged preference returns, verified new damage caused by the customer or that return transport may result in documented repair or damage costs being deducted from the refund after we explain the evidence and calculation. Costs caused by Maoters or its arranged service are not automatically the customer's responsibility, and the same loss is not charged twice.

Customer Responsibility

Address & Delivery: Actual additional delivery or labor costs caused by customer-provided incorrect details, a missed confirmed appointment or a customer-caused repeat service attempt are the customer’s responsibility. Such charges must be supported and explained under the disclosed terms. No fee applies when no additional cost is incurred or when Maoters or the carrier is responsible. Rescheduling depends on the carrier's route; same-day or next-day redelivery is not guaranteed.
Parts and Repair: For verified covered defects, transit damage or damage caused by Maoters-arranged installation, necessary replacement parts, shipping and arranged or pre-approved repair labor are FREE of charge regardless of part size. Customer-caused assembly damage or misuse is reviewed separately; any charge requires an explanation and agreement before work.

Important Note

Costs for independently arranged services that Maoters did not approve in advance are reviewed separately and are not automatically reimbursed; this does not exclude approved repair support or rights under applicable law. For customer-arranged preference returns, we recommend purchasing shipping insurance for all returns to protect against potential transit damage.

Packaging Damage and Rejection Rules

Packaging vs. Product Condition

Minor dents, tears or scuffs on the outer packaging do not necessarily mean the furniture is damaged. If the furniture appears intact and safe, please do not refuse delivery solely because of packaging damage. Photograph the visible condition and note any damage on the delivery receipt before signing.

The driver allows approximately 10 minutes for inspection; standard delivery does not include driver unpacking. If you cannot complete an inspection at delivery, record that limitation and the visible condition on the receipt, then inspect promptly afterward. Signing for delivery does not automatically remove your right to report concealed damage or a verified product issue.

Refusal of Delivery

Customer responsibility: The following refusals or delivery failures are the customer's responsibility when the furniture matches the order or approved specifications and the problem results from the listed customer action, rather than an error by Maoters or the carrier:

Change of mind: You no longer want the item, prefer a different design, or have purchased elsewhere.
Incorrect selection: You selected or approved the wrong size, color, configuration or return orientation, and we supplied that confirmed selection.
Unverified space or access: The correctly supplied furniture does not fit your room, doorway, elevator or stairway because you did not check the required dimensions or gave us incorrect measurements. This does not apply when you provided accurate information and Maoters expressly confirmed access that proves incorrect.
Incorrect delivery information: A wrong or incomplete address or other incorrect delivery details you supplied prevent the agreed delivery. Errors introduced by Maoters or the carrier are not your responsibility.
Missed confirmed appointment: The carrier contacted you in advance, you agreed to the delivery window, and no authorized recipient was available during that window, or you declined delivery solely because the agreed time was no longer convenient. An unconfirmed appointment or arrival outside the agreed window is not a customer-caused missed appointment.
Missing access arrangements: You did not arrange a required building permit, elevator reservation or access clearance after the requirement and your responsibility for it were disclosed and confirmed. Requirements unrelated to the purchased delivery service are not grounds for charging you.
Demanding services not purchased: You refuse an otherwise correctly completed standard curbside delivery because you require indoor moving, stair carrying, unpacking or another service not included in your order. This does not excuse failure to provide any unloading assistance or other service included in your order.

Not customer responsibility: Severe transit damage, unsafe furniture, a wrong product or a mismatch with approved specifications; address errors made by Maoters or the carrier; arrival outside a confirmed delivery window; and failure by Maoters or the carrier to provide the agreed delivery service. These issues do not incur customer-preference cancellation, restocking, repacking or redelivery fees. Maoters covers necessary transportation to resolve verified seller- or carrier-responsible issues.

For severe visible damage, unsafe furniture or a clearly incorrect product, you may reasonably refuse the affected item. Record the specific reason on the delivery receipt, take photos where safe and contact support@maoters.com promptly with your order number. A reasonable damage- or safety-related refusal is not penalized because you could not reach customer service before the driver left. Refusal alone, without verified evidence of the cause, does not establish customer responsibility.

Charges for verified customer-caused refusal or delivery failure:

Eligible standard furniture returned after dispatch: A 20% restocking fee and actual return freight apply under the standard return rules. Original delivery charges already paid for transportation performed are not refundable. Free original delivery does not become a new original-shipping charge. Other applicable return conditions remain unchanged.
Non-standard custom furniture already dispatched: Refusal does not create eligibility for a preference return. If cancellation is accepted after review, the existing 80% merchandise cancellation fee applies where permitted by applicable law. No additional restocking, repacking, storage, handling or return-freight fee is added to that 80% fee.
Order continuing with another delivery attempt: You pay the documented additional redelivery cost caused by the customer-responsibility situations above, under the disclosed delivery terms. If no additional cost is incurred, no redelivery charge applies. We provide the amount and its basis for your approval before arranging the new attempt. Same-day redelivery is not guaranteed.

Percentage fees are calculated on the discounted amount paid for the affected merchandise, excluding tax, shipping, optional services and items you keep. Unperformed optional services are refunded, and taxes are adjusted under this policy. We explain the evidence and calculation before making a deduction. There is no separate refusal penalty, and the same cost is not charged twice.

Problem Resolution

Refusal or failed delivery alone does not confirm cancellation or an automatic full refund. We review the reason, evidence, product type and shipment status, then confirm the approved resolution and any applicable charges in writing. When a return is required, refund processing follows the return-inspection provisions of this policy.

If concealed damage is discovered after unpacking, contact us promptly with available photos of the packaging and furniture. Signing for delivery or reporting later does not automatically disqualify a verified issue. Applicable warranty remedies and rights that cannot lawfully be excluded remain unaffected.

1. Liability Limitation

Labor Costs & Project Delays:

Maoters.com does not automatically reimburse independently booked labor, installation or project-delay expenses unless agreed in advance or required by applicable law. This does not exclude Maoters' responsibility for approved quality remedies, covered repair support or other non-waivable rights. Verify product details and delivery arrangements before booking third-party services.

2. Non-Returnable Items

The following categories are excluded from customer-preference returns, subject to the qualifications above. Defects, incorrect items, transit damage and non-waivable rights are not excluded:

Clearance & Final Sale: Only items clearly identified as Final Sale before purchase are excluded from preference returns; ordinary sales and promotions do not remove eligibility.
Custom Products: Non-standard dimensions, special colors, structural changes, logos or personalized configurations. Standard listed sizes and colors remain standard items even when made to order.
Purchase Channels: Orders placed outside our official website follow the purchase channel's disclosed return terms. Applicable rights are preserved; online-account registration alone is not the test for a verified website order.
Specific Labels: Any preference-return exclusion must be clearly disclosed before purchase and permitted by applicable law. A label does not remove remedies for verified defects, incorrect items or transit damage.
Condition & Usage: Items used, modified, assembled or installed by the customer may be excluded from preference returns. Factory assembly and opening solely for inspection do not, by themselves, exclude an otherwise eligible standard item.

FAQ

1. How Soon Will I Receive My Refund?

Payment Method	Refund Initiation	Expected Timeline
PayPal	Within 14 business days after the return passes inspection, or refund approval when no return is required. Shorter applicable legal deadlines take precedence.	Payment-provider posting time is additional and varies; immediate posting is not guaranteed.
Credit Card / Apple / Google Pay		Bank processing is additional and may take 5–10 business days or another period set by your payment provider.

2. Why Do We Charge a Restocking Fee?

For approved standard-item customer-preference returns, the 20% restocking fee covers handling, inspection and restocking. It is calculated on the discounted amount paid for the returned merchandise, excluding taxes, shipping, optional services and retained items. It does not apply to approved returns caused by defects, incorrect items or transit damage.

If original packaging is missing, customer service must first confirm safe repacking and transport. A $70 fee applies per independent furniture item requiring repacking, not per carton. One desk returned in three cartons incurs one $70 fee, not three. No repacking fee applies when packaging is intact or the approved return is due to defects, incorrect items or transit damage. The example below is for one $600 furniture item requiring repacking; shipping, service fees and taxes are adjusted separately.

Item	Amount (USD)
Discounted Amount Paid for Returned Merchandise	$600.00
Restocking Fee (20%)	-$120.00
Repacking Fee (One Furniture Item, If Applicable)	-$70.00
Merchandise Refund Before Freight/Service/Tax Adjustments	$410.00

3. Why Keep the Original Packaging?

Original packaging helps protect furniture during return transport, so keep it where possible. If it is missing, contact customer service before arranging a return so we can assess safe alternative packaging. Missing packaging alone does not automatically remove eligibility, but an item must be safe to repack and transport. The preference-return repacking fee applies only as explained above; approved seller-responsible returns are not charged that fee.