Help Center
maoters returns and exchanges
Last updated: 2025/11/15
At maoters, we want you to be 100% satisfied with your purchase. Because furniture can be bulky and requires international shipping, please read this policy carefully before placing an order.
Your Legal Rights
Under the UK 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 a repair, replacement, or a partial or full refund. This right is not limited by the timeframes 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 business day to return the product from the date you receive it
Return Conditions:
Returns are only accepted for defective products.
All original packaging, accessories, tags, and instructions must be returned intact.
The item must be re-packaged in its original packaging to ensure safe transportation.
Return Process:
Contact Us: Within the return period, please first contact our Customer Service Team by emailing support@maoters.co.uk, quoting your order number, and stating your intention to return the product.
Obtaining Authorisation: We will provide you with a Return Merchandise Authorisation (RMA) Number and detailed return instructions. Unauthorized returns will not be processed.
Arranging Returns: For returns caused by defects in our products, we will arrange for our staff to collect the items from your address.
Inspection and Refund: Once we receive and inspect the returned merchandise and confirm that it meets the return conditions, we will process your refund within 14 business days. Refunds will be issued to the original payment method used for the purchase.
Defective or Damaged Goods
If the merchandise you received is defective, damaged, or significantly different from the order description upon delivery, please contact us immediately (within 24 hours of receiving the item).
Required Evidence:
Please provide clear photos and videos showing the damage to the packaging and the problem with the product.
Solution:
After verification, we will provide you with the following options (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 will not be required to cover return shipping costs.
Refund Processing
All approved refunds will be processed within 14 business days of confirmation. Refunds will be automatically credited back to the payment method used to pay for the original order (e.g. credit card, PayPal account). Please note, it may take an additional 5-10 business days for your bank or payment provider to credit the refund to 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 customised products.
Important Tips
Transport Damage:
Please carefully inspect the outer packaging before signing for it. If the outer packaging is severely damaged or wet, please note “outer packaging damaged” on the courier’s receipt and take photos on the spot for evidence. This will greatly assist us in addressing the issue later.Return Address:
The specific warehouse address and contact information will be provided by customer service once you apply for a return authorisation.
Contact Us
If you have any questions about the returns process or need assistance, please feel free to contact us:
Email: support@maoters.co.uk
Quality issues/ Shipping damage
- 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
- Minor damage (does not affect functionality, such as small scratches or dents): A partial refund of 2%-10% of the order amount will be provided; full refunds or exchanges are not supported.
- Severe damage (unusable, e.g., cracked, extensively damaged): You can choose a full refund, a free exchange, or keep the product and receive 50% of the order value as compensation.
- Wrong/Missing Items: The correct product or missing accessories will be resent free of charge at no cost to the customer.
Return Policy for Non-Quality Issues (customer reasons)
To exchange an item for personal reasons (e.g., size/color mismatch, change of needs), the following conditions 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: The customer is responsible for all return shipping costs, as well as any handling, inspection, repackaging, and restocking fees, which will be charged at 20% of the order value.
- Time limit: Applications must be submitted within 30 business day of receipt. Exceeding this deadline or using the product will result in the application being rejected.
Non-quality issues: Exchange rules (customer reasons)
To exchange an item for personal reasons (e.g., size/color mismatch, change of needs), the following conditions 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: Applications must be submitted within 30 business day of receipt. Exceeding this deadline or using the product will result in the application being rejected.
Non-returnable/non-refundable products
- Product damage, stains, missing accessories, etc. caused by customer reasons (such as improper use, self-disassembly leading to malfunction).
- Customized/personalized products (e.g. custom reception desks, products with exclusive logos, personalized light boxes).
- Products whose packaging has been altered or is missing product identification/labels (irreversible packaging, which may cause shipping damage).
- Products that have been used, assembled, or installed (for example, wooden furniture with mounting holes that affect resale).
- Clearance items and seasonal sales (including summer sales).
- Products with minor defects that do not affect functionality:
There are minor scratches on the surface and small cracks on the edges.
There may be slight color differences between the actual product and the website image (due to monitor settings or lighting).
The size deviation is less than 0.5 inches (about 1.27 cm).
7. Products purchased offline and not registered on our official website.
Order cancellation fee (customer reason))
- Pre-production: Full refund, less a non-refundable 5% credit card processing fee.
- In production/Production completed but not shipped: Cancellation fee is 20%-50% of the order amount (calculated based on actual production progress).
- Shipped/Shipped to UK warehouse: 80% cancellation fee of order value (includes shipping and storage charges).
Order modification fee (change color/size/style)
- Before shipment: 20% modification fee of the order amount.
- After dispatch/arrival at UK warehouse: 50% amendment fee of order value.
Other fee rules
- The “shipping charges” for the original order are not refundable.
- If the returned product is received at the designated location with new damage not caused by us (e.g. collision during return shipping), the corresponding repair/damage costs will be deducted from the refund.
- Additional shipping and labor charges resulting from providing an incorrect shipping address, repeated redelivery requests, or multiple installation attempts are the customer’s responsibility.
- For damage caused during assembly/disassembly: Small replacement parts will be shipped free of charge, larger parts will be charged. Installation fees or refund requests related to installation fees are not covered.
Packaging Damage and Rejection Rules
- Damaged packaging but intact product: If the outer packaging is damaged but the product has no scratches or functional problems, please do not refuse to accept it. Please sign for it first, take photos of the damaged packaging, and contact customer service for record (refusal may result in the customer bearing the round-trip shipping costs).
- Consequences of Unauthorized Refusal: Refusing a package without first contacting customer service means the customer will be responsible for return shipping costs and may affect subsequent refund/exchange eligibility.
- Relationship between packaging and product: Damage to the outer packaging does not necessarily mean the product is damaged. We recommend unpacking and inspecting the product after signing for it. If any problems are found, please follow the quality-related issue handling process.
The following items are non-returnable:
- Clearance or final sale items
- Customized or made-to-order products
- Items purchased offline or not listed on our website
- Items labeled as “Non-Returnable” on their product pages
- Items that have been assembled, disassembled, or used
FAQ
1. How Soon Will I Receive My Refund?
Payment Method | When to initiate a refund? | When will I receive my refund? |
|---|---|---|
PayPal | Once we receive and inspect your return, we’ll issue your refund within 7-14 business days to your original payment method. | For PayPal payments, the refund will typically appear in your PayPal account immediately after it is processed. |
Credit Card (including: Visa, MasterCard, American Express, JCB, Diners Club International, Discover, UnionPay, Klarna.) | For credit cards or other methods, please note that it may take additional time for your bank or credit card provider to reflect the refund on your statement. |
2. Why Do We Charge a Restocking Fee?
We charge a restocking fee for non-defective returns to help cover the costs of handling, inspection, repackaging, and restocking inventory. This allows us to continue offering quality service and fair pricing while ensuring returned items are properly processed and re-shelved.
We apply a restocking fee of 20% of the original product price for returns due to customer preferences.
Please refer to the example below for clarity:
Item | Amount (GBP) |
|---|---|
Original Product Price | £600 |
Restocking Fee (20%) | –£120 |
Final Refund Amount | £480 |
Customer Support
Company Name: MAOTERS FURNITURE LTD
Phone: +44 7933 008777
Email: support@maoters.co.uk
Address:
+44 7933 008777
Monday to Friday, 9:00 AM to 6:00 PM (GMT in winter, BST in summer), London time.
support@maoters.co.uk
Send Us An Email
+44 7933 008777
Monday to Friday, 9:00 AM to 6:00 PM (GMT in winter, BST in summer), London time.
support@maoters.co.uk
Send Us An Email