Help Center
Returns and Exchanges
When shopping at Maoters, we want you to be 100% satisfied. 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 repair, replacement, or a partial or full refund. This right is not subject to the time limits 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 days to return the product from the date you receive it, which goes beyond the legally required 14-day period.
Return conditions:
Items must be in new, unassembled, undamaged, and unused condition.
All original packaging, accessories, tags, and instructions must be returned intact.
Items must be repacked in their original packaging and placed in an additional outer box for safe shipping.
Return process:
Contact us: Within the returns period, please first contact our Customer Service Team by emailing after-sales@maoters.co.uk, quoting your order number and stating that you wish to return the product.
Obtaining Authorization: We will provide you with a Return Material Authorization (RMA) Number and detailed return instructions. Unauthorized returns will not be processed.
Arranging returns: You will need to arrange and return the product to our designated warehouse address and be responsible for the applicable international return shipping costs. We strongly recommend that you purchase shipping insurance as you are responsible for the safety of the item during return transportation.
Inspection and Refund: Once we receive and inspect the returned merchandise and confirm that it meets the conditions, we will process your refund within 14 business days. The refund will be refunded to your original payment account.
Defective or damaged goods
If the merchandise you received is defective, damaged, or seriously inconsistent with the order description upon delivery, please contact us immediately (within 24 hours of signing for it).
Required evidence: Please provide clear photos and videos showing damage to the outer packaging and the problem with the product itself.
Solution: After verification, we will provide you with the following solutions (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 do not need to bear the return shipping costs.
Refund Processing
All approved refunds will be processed within 14 business days of our confirmation
Refunds will be automatically processed back to the payment method used to pay for your original order (e.g. credit card, PayPal account). Please note that it may take an additional 5-10 business days for your bank or payment provider to credit 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 customized products.
Exchange process
We currently do not offer direct exchanges. If you would like to exchange your item for another one, please:
Follow the above process to return your product and receive a refund.
Place a new order for your desired product.
Important Tips
Transport damage: Please be sure to check the outer packaging before signing for it! If the outer packaging is severely damaged or wet, please indicate “outer packaging damaged” on the courier’s receipt and take photos on the spot for evidence. This will greatly help us deal with the problem later.
Return address: The specific warehouse address and contact information will be provided by customer service after you apply for return authorization.
If you have any questions about the returns process, please feel free to contact us: 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.
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 14 days 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.
Important Return Exceptions
1. Maoters.co.uk is not liable for any labor costs or project delays resulting from incorrect or delayed shipments.
We recommend verifying product details and availability before scheduling any third-party services.
2. 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: Apple Pay, Google Pay, Affirm, etc.) | 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. If applicable, a £70 repackaging fee will also be deducted if the original packaging is missing.
Please refer to the example below for clarity:
Item | Amount (GBP) |
|---|---|
Original Product Price | £600 |
Restocking Fee (20%) | –£120 |
Repackaging Fee (if applied) | –£70 |
Final Refund Amount | £410 |
3. Why Should I Keep the Original Packaging?
Our packaging is tailored carefully to each product to ensure safe transit. Returning products without the original packaging increases the risk of damage during transit, which can affect refund eligibility. We recommend keeping all packaging to ensure a smooth return process and protect your refund eligibility. This helps protect your purchase and avoid unnecessary issues.
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