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        Refund Policy

        We are committed to ensuring that every customer receives their order in a timely and satisfactory manner. If you experience any issues with your product, please contact our customer service team for assistance.

        1. Order Cancellation Policy

        After placing your order:

        1. Before production begins:
          A full refund will be issued minus a 5% non-refundable payment processing fee.

        2. During production or completed but not shipped:
          A cancellation fee of 20%–50% will be applied.

        3. After shipping or once the order is in transit:
          A cancellation fee of up to 80% may be applied.

        Note: Production typically begins 48 hours after the order is placed.

        2. Refund Processing Time

        Refunds are issued within 7–10 business days after we receive and inspect the returned item.

        Please do not initiate a chargeback, as financial institutions may require 2–3 months to resolve disputes, significantly delaying your refund.

        3. How to Start a Return

        1. Contact our support team at support@maoters.co.uk to submit your request.

        2. Provide your order number, photos (if applicable), and reason for return.

        3. Follow the return instructions given by our customer service representative.

        4. Once the item is received and inspected, we will process your refund or exchange.

        Company Information & Contact

        Email: support@maoters.co.uk
        Mobile number: +44 7933008777
        Company Name: Maoters Furniture Ltd
        Registered Address: Suite 13200, 61 Bridge Street, Kington, Herefordshire, UK, HR5 3DJ
        Customer Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT, London Time).

         

        Have a question? We’re here to help.

        +44 7933008777

        Monday to Friday, 9:00 AM – 6:00 PM (GMT+0 London)

        support@maoters.co.uk

        Send Us An Email

        Have a question? We’re here to help.

        +44 7933008777

        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

        Shipping Policy

        We are dedicated to providing you with a smooth shopping experience. Below is detailed information about shipping for customers in the United Kingdom.

        Shipping Area

        We currently provide delivery services across the United Kingdom. Shipping to other countries or regions is not available at this time.

        Delivery Method

        All furniture will be shipped directly from our factory or UK warehouse to your address. Items are carefully packaged before shipping to ensure safe delivery.

        Handling Time

        7–15 Business Days
        All made-to-order items go through production, quality checks, and careful packaging before shipment. This process typically takes 7–15 business days.
        Note: Complex or highly customized orders may take longer.

        Sea Transit Time

        35–50 Business Days
        After shipment, it takes approximately 35–50 business days for your order to arrive at a UK port. This includes export clearance, international sea transit, and UK customs clearance.
        Note: Severe weather, route changes, or customs inspections may occasionally cause delays.

        Customs Clearance and Warehouse Transfer

        3–7 Business Days
        Once cleared by customs, your order will be transferred from the port to our UK warehouse. In rare cases, additional time may be required due to customs inspections or port congestion.

        UK Local Delivery

        5–10 Business Days
        After arriving at our warehouse and passing inspection, your order will be delivered via local carriers. Delivery times vary depending on your location and typically take 5–10 business days.

        Total Delivery Time

        From order processing, international shipping, customs clearance, to final delivery, the total delivery time is approximately 35–63 business days (about 7–9 weeks).

        Due to the nature of large made-to-order furniture, production and shipping cycles are lengthy. Please review this policy carefully before placing your order. After placing an order, we will also send delivery schedules and important notifications to your email. Please check your inbox regularly. Thank you for your understanding.

        Free Shipping

        All orders within the UK are eligible for standard free shipping. Additional charges apply only for special services.

        Additional Charges

        The following situations may incur additional shipping fees:

        1. Delivery to Remote or Hard-to-Reach Locations

          • Rural areas, islands, or locations far from main roads.

        2. Delivery Requiring Stair Access or Upper Floors

          • If items need to be carried up or down stairs, or to upper floors without elevator access.

        3. Special Delivery Requirements

          • Narrow entryways, tight corridors, low ceilings, or vehicle height restrictions (below 3.3 meters).

          • Busy commercial areas, shopping centres, construction sites, or other locations requiring extra handling.

        4. Large or Oversized Items

          • Items that require Front Door Delivery due to their size.

          • For white-glove service (including assembly), extra charges may apply; please inquire when placing the order.

        5. Delivery Access Difficulties

          • If trucks cannot access the delivery location directly, additional handling fees may apply.

        Payment of Additional Charges
        Any extra fees must be paid before delivery. If a refund is initiated and shipping fees remain outstanding, standard bank handling fees may still be deducted.

        Receiving Process

        To ensure successful delivery:

        • Be available at the scheduled delivery time.

        • Answer calls from the delivery company.

        Re-delivery or Storage Fees: If delivery cannot be completed due to customer-related reasons, additional fees may apply and must be paid before re-delivery.

        Blind Delivery Risk: If a successful delivery cannot be coordinated, the delivery company may leave items in a safe location near your address, which may risk loss or damage. We recommend arranging a suitable delivery time.

        Customs and Taxes

        All prices include UK customs duties and taxes. Customers are not required to pay any additional import fees.

        Order Tracking

        You can track your order using your order number on our website or via the Track Order page.

        Logistics Update Delay Notice:
        Tracking updates may be slightly delayed until the carrier picks up your shipment and it reaches the warehouse. If you do not see updates, please contact customer service for the latest information.

        Contact Us

        Thank you for choosing MAOTERS for your furniture needs! If you have any questions or need assistance, please contact us:

        Email: support@maoters.co.uk
        Company Name: Maoters Furniture Ltd
        Registered Address: Suite 13200, 61 Bridge Street, Kington, Herefordshire, UK, HR5 3DJ
        Customer Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT, London Time)

        Customized services

        What does Maoters customization service include?

        Maoters is committed to providing you with the best shopping experience. The customization service is divided into two parts: free customization and paid customization, allowing you to choose according to your needs.

        Free customization service

        • Exclusive artwork design
        • Specific interior
        • Various colors for personalized customization

        Paid customization service

        • Customized size
        Customized service process
        • Free customization

        Contact customer service to inform product requirements – Customer service sends the required drawings for confirmation – Drawings confirmed – Customized products enter production – Production is completed and shipped – Delivery to your door

        • Paid customization service

        Contact customer service to inform product requirements – Customer service sends the required drawings for confirmation – Drawing confirmation completed – Pay for the customized product – Payment completed – Customized product enters production – Production is completed and shipped – Delivery to your door

        Contact Information
        If you have any product inquiries, please contact us:

        • Email: support@maoters.co.uk

        • Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT, London Time).

        Shipping Policy

        We are dedicated to providing you with a smooth shopping experience. Below is detailed information about shipping for customers in the United Kingdom.

        Shipping Area

        We currently provide delivery services across the United Kingdom. Shipping to other countries or regions is not available at this time.

        Delivery Method

        All furniture will be shipped directly from our factory or UK warehouse to your address. Items are carefully packaged before shipping to ensure safe delivery.

        Handling Time

        7–15 Business Days
        All made-to-order items go through production, quality checks, and careful packaging before shipment. This process typically takes 7–15 business days.
        Note: Complex or highly customized orders may take longer.

        Sea Transit Time

        35–50 Business Days
        After shipment, it takes approximately 35–50 business days for your order to arrive at a UK port. This includes export clearance, international sea transit, and UK customs clearance.
        Note: Severe weather, route changes, or customs inspections may occasionally cause delays.

        Customs Clearance and Warehouse Transfer

        3–7 Business Days
        Once cleared by customs, your order will be transferred from the port to our UK warehouse. In rare cases, additional time may be required due to customs inspections or port congestion.

        UK Local Delivery

        5–10 Business Days
        After arriving at our warehouse and passing inspection, your order will be delivered via local carriers. Delivery times vary depending on your location and typically take 5–10 business days.

        Total Delivery Time

        From order processing, international shipping, customs clearance, to final delivery, the total delivery time is approximately 35–63 business days (about 7–9 weeks).

        Due to the nature of large made-to-order furniture, production and shipping cycles are lengthy. Please review this policy carefully before placing your order. After placing an order, we will also send delivery schedules and important notifications to your email. Please check your inbox regularly. Thank you for your understanding.

        Free Shipping

        All orders within the UK are eligible for standard free shipping. Additional charges apply only for special services.

        Additional Charges

        The following situations may incur additional shipping fees:

        1. Delivery to Remote or Hard-to-Reach Locations

          • Rural areas, islands, or locations far from main roads.

        2. Delivery Requiring Stair Access or Upper Floors

          • If items need to be carried up or down stairs, or to upper floors without elevator access.

        3. Special Delivery Requirements

          • Narrow entryways, tight corridors, low ceilings, or vehicle height restrictions (below 3.3 meters).

          • Busy commercial areas, shopping centres, construction sites, or other locations requiring extra handling.

        4. Large or Oversized Items

          • Items that require Front Door Delivery due to their size.

          • For white-glove service (including assembly), extra charges may apply; please inquire when placing the order.

        5. Delivery Access Difficulties

          • If trucks cannot access the delivery location directly, additional handling fees may apply.

        Payment of Additional Charges
        Any extra fees must be paid before delivery. If a refund is initiated and shipping fees remain outstanding, standard bank handling fees may still be deducted.

        Receiving Process

        To ensure successful delivery:

        • Be available at the scheduled delivery time.

        • Answer calls from the delivery company.

        Re-delivery or Storage Fees: If delivery cannot be completed due to customer-related reasons, additional fees may apply and must be paid before re-delivery.

        Blind Delivery Risk: If a successful delivery cannot be coordinated, the delivery company may leave items in a safe location near your address, which may risk loss or damage. We recommend arranging a suitable delivery time.

        Customs and Taxes

        All prices include UK customs duties and taxes. Customers are not required to pay any additional import fees.

        Order Tracking

        You can track your order using your order number on our website or via the Track Order page.

        Logistics Update Delay Notice:
        Tracking updates may be slightly delayed until the carrier picks up your shipment and it reaches the warehouse. If you do not see updates, please contact customer service for the latest information.

        Contact Us

        Thank you for choosing MAOTERS for your furniture needs! If you have any questions or need assistance, please contact us:

        Email: support@maoters.co.uk
        Company Name: Maoters Furniture Ltd
        Registered Address: Suite 13200, 61 Bridge Street, Kington, Herefordshire, UK, HR5 3DJ
        Customer Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT, London Time)

        30-Day Return Policy

        We are committed to ensuring that every customer receives their order in a timely and satisfactory manner. If you experience any issues with your product, please contact our customer service team for assistance.

        1. 30-Day Return Policy

        You may request a return or exchange within 30 days of receiving your item.

        If the issue is caused by us—such as a manufacturing defect, shipping damage, or receiving the wrong item—we will provide a refund, replacement, or exchange at no additional cost.

        2. Eligible Conditions for Returns

        To qualify for a return or exchange, the following conditions must be met:

        1. The request must be submitted within 30 days of delivery.

        2. The item must be unused and in its original condition.

        3. All original packaging, accessories, manuals, and tags must be included.

        4. For quality-related or incorrect-item issues, we will cover all return costs.

        3. Non-Returnable & Non-Refundable Items

        The following items are not eligible for return or refund:

        1. Used items or items with visible signs of installation.

        2. Items missing original packaging, parts, accessories, or manuals.

        3. Damage caused by improper assembly or misuse.

        4. Made-to-order or personalized items.

        5. Clearance or final-sale items.

        6. Minor cosmetic variations such as slight color differences or ±0.5 inch size deviations.

        7. Items opened and used (unless defective).

        8. Products with minor scratches or marks that do not affect functionality.

        4. Shipping Damage Policy

        If your item arrives damaged, please contact us within 3 days of delivery and provide photos or videos of the damaged item and packaging.

        Depending on the severity, solutions may include:

        • Replacement parts

        • Partial refund for minor damage

        • Full replacement

        • Full refund for items severely damaged and unusable


        5. Shipping Fee Responsibility

        For issues caused by us:
        We cover all shipping fees, including return shipping and reshipment.

        For customer-initiated returns (e.g., change of mind, wrong size/color ordered):

        • Return shipping costs are the responsibility of the customer.

        • Reshipping fees for exchanges are also borne by the customer.


        6. Order Cancellation Policy

        After placing your order:

        1. Before production begins:
          A full refund will be issued minus a 5% non-refundable payment processing fee.

        2. During production or completed but not shipped:
          A cancellation fee of 20%–50% will be applied.

        3. After shipping or once the order is in transit:
          A cancellation fee of up to 80% may be applied.

        Note: Production typically begins 48 hours after the order is placed.

        7. Refund Processing Time

        Refunds are issued within 7–10 business days after we receive and inspect the returned item.

        Please do not initiate a chargeback, as financial institutions may require 2–3 months to resolve disputes, significantly delaying your refund.

        8. How to Start a Return

        1. Contact our support team at support@maoters.co.uk to submit your request.

        2. Provide your order number, photos (if applicable), and reason for return.

        3. Follow the return instructions given by our customer service representative.

        4. Once the item is received and inspected, we will process your refund or exchange.

        Company Information & Contact

        Email: support@maoters.co.uk
        Mobile number: +44 7933008777
        Company Name: Maoters Furniture Ltd
        Registered Address: Suite 13200, 61 Bridge Street, Kington, Herefordshire, UK, HR5 3DJ
        Customer Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT, London Time).