Welcome to the Maoters Return, Exchange, and Refund Policy page! At Maoters, we strive to ensure your satisfaction with our products. Below are the details of our policies designed to help you with returns, exchanges, and refunds.
Return Period
You can initiate a return within 30 days of receipt whenever you are not satisfied with the item.
Return Policy
Please inspect the items upon receipt. If any damage or errors are found, please contact us within 3 days of receiving the goods. Please note that any return or exchange requests made after this 3-day period will not be processed.
If the fault lies with us:
- We will offer a refund, product exchange, or replacement parts.
- The product has significant quality issues or defects (slight color variations are not included).
- Incorrect shipping or missing items (refers to customers receiving products that do not match their orders).
- Other issues resulting from company negligence.
If the responsibility for returns or exchanges lies with the customer:
- 80% of the total product amount will be charged (including fees for cancellations, product handling, shipping, and any other applicable fees).
- The customer subjectively dislikes or does not need the product.
- Selecting the wrong size or color option.
- Providing an incorrect shipping address by mistake.
- The product is damaged or lost, and the customer did not purchase additional shipping insurance.
If the product has been dispatched:
- The customer will incur round-trip shipping costs, regardless of whether the product has been delivered. If the customer declines to accept the goods and prompts their return, there will be actual costs involved.
- Please retain the original packaging and ensure it is restored to its original condition when returning the product.
- 50% of the order amount will be charged as round-trip shipping fee
To initiate a furniture return, please follow these steps:
- Contact our customer service team at support@maoters.com to start the return process.
- Inform us of your return request, including your order details and reason for return.
- Our customer support team will guide you through the return process, including arranging for furniture pickup.
- Receive your returned furniture.
- Refunds will be issued through your original method of payment.
For any queries related to returns or refunds, please reach out to us via email at support@maoters.com.
Customers can receive their refunds within 7 business days.
Shipping costs related to returns or exchanges will be borne by the customer.
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Exchanges: Accept exchanges.
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Method: By mail
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Return Label: Customer responsibility.
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Restocking Fees: No cost.
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Refund Processing Time: 7 days.
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Order Placement and Product Customization:
- If a customer requests a refund after placing an order but before product customization, we will charge a 5% credit card processing fee and cannot provide a full refund.
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Product Manufacturing and Internal Warehousing (Pre-Shipment):
- For 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.
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Products Shipped Overseas, Arrived, or Pending Arrival at U.S. Warehouse (Pre-Delivery):
- If a product is already shipped overseas, arrived, or pending arrival at our U.S. warehouse but not yet delivered to the customer, 50% of the total payment amount will be deducted.
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Products in U.S. Warehouse and Shipped:
- If a product has arrived at our U.S. warehouse and has been sent to the customer, a deduction of 70% will be made from the total payment amount.
Do not return to the original shipping address. Instead, contact us at support@maoters.com for the return address.
If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.