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).