Refund policy
MAREZOO Returns & Refund Policy
Last updated on: Jan 1, 2025
Thank you for choosing our carefully crafted furniture. In order to protect your rights and ensure a fair and efficient after-sales service process, please read the following return and refund policy carefully. Special Note: As our products are mainly customized furniture, their special characteristics determine that our return and refund policy is different from standard goods.
I. KEY PRINCIPLES AND APPLICABILITY
Customized Goods Specificity: Customized furniture is a unique product that is produced according to your specific needs (size, material, color, design, etc.) and is usually not available for secondary sale. Therefore, unless special circumstances (such as force majeure or serious quality problems) are met as specified in this policy, customized goods will not be accepted for return or refund without reason once the order is placed.
Non-Customized Merchandise: For a small number of non-customized standard items, the terms of this policy may be referred to, but the final interpretation of this policy belongs to our company.
Receiving inspection responsibility (vital)
Packaging Inspection: On the day of signing for the goods, you or your designated consignee must carefully inspect the condition of the outer packaging of all delivered goods.
The responsibility for the outer packaging is transferred:
If you find that the packaging is obviously damaged, deformed, seriously soaked or other abnormal conditions that may affect the internal goods, please be sure to refuse to accept the goods on the spot, or ask the delivery personnel to jointly open the box to inspect the goods and take pictures to record (clearly show the waybill number and the damage to the packaging), and at the same time, immediately contact our customer service personnel ([customer service contact information, such as: mailboxes, telephone, online customer service]) to explain the situation.
Once you sign for the package and do not object to the package, we will consider the package intact. We will not be responsible for any damage to the package itself (excluding the internal goods) after you have signed for the delivery, and we will not be able to assist you in following up with the logistics and transportation company or in making a claim. Negotiation with the logistics company should be based on the valid records at the time of signing.
C. Transportation damage handling process
Timely inspection and reporting:
After signing for the goods, please make sure that you receive the goods within 3 natural days (within 72 hours) Open the box to check the goods themselves.
If you find the goods damaged during transportation (such as bumps, breaks, serious scratches and other issues affecting the use of functionality or aesthetics), please stop using the goods immediately.
Within 3 natural days (within 72 hours) after receipt of the goods, you must contact us in one of the following ways:
Website online customer service
Your exclusive matchmaker service staff (if any)
Customer service e-mail: [your customer service e-mail address]
Customer service phone number: [your customer service phone number]
PROVIDE EVIDENCE: When contacting, please clearly describe the damage and provide the following key evidence:
Order number
Clear photos of the damaged part of the merchandise (multiple angles)
Photographs of the outer packaging (if still retained) and internal fillings of the merchandise
Record of objections to the outer packaging when signing for the goods (if applicable)
Handling: After our verification to confirm that the damage is caused by the transportation process, we will provide you with the following solutions according to the degree of damage:
Provide repair service (if feasible)
Replacement of damaged parts (if feasible).
Negotiate a partial refund or arrange for a new replacement item if repair or replacement is not possible (subject to stock and customization). Please note that for customized items, a full replacement may involve a longer production lead time.
IV. Return/Refund Application Conditions (for non-customized goods or special cases)
Please note: Customized furniture is not accepted in principle for return without reason for refund (see Article 1). Only the following cases can be considered for application:
Force Majeure or Serious Quality Problems: The merchandise has serious quality problems (not transportation damage) that are not caused by man and affect the basic function of use, and the problem cannot be solved by reasonable repair. This situation needs to be strictly verified and confirmed by our company.
Commodity status requirements (must be satisfied at the same time)
Unused: The merchandise must be in brand-new condition, and has never been installed, placed or used.
Original Condition: The merchandise itself (including all accessories, manuals, etc.) must be exactly the same as when you received it, without any wear and tear, scratches, stains, odors or damage.
Original Packaging: The merchandise must retain its complete and undamaged original packaging (including padding, protective film, etc.). Packaging is an important part of the value of the merchandise and is necessary for a safe return. Merchandise without the original packaging or packaging seriously damaged will not be able to return.
Application Time Limit: For non-customized items or special cases that meet the above conditions (1 & 2), you need to contact our customer service within [e.g. 7/14/30 days, please fill in according to your actual settings] natural days after signing the receipt of the goods to make a return and refund application. Requests beyond this time limit will not be accepted.
V. Return process (if the application is approved)
Customer Service Confirmation: Contact customer service to make an application, provide order information and detailed reasons. Customer service will inform you whether you meet the conditions for return and the subsequent process.
Return Merchandise Authorization: If the application is approved, customer service will provide the Return Merchandise Authorization (RMA) number and detailed return address. Return packages without a valid RMA number will be refused.
Returned Merchandise:
Please pack the merchandise properly using the original packaging or equivalent strength packaging to ensure safe transportation. If the returned merchandise is damaged in transit due to improper packaging, you will be responsible for the loss.
Mark the RMA number clearly on the outer box of the package.
Send the parcel back to the designated address, we strongly recommend that you choose a traceable logistics method and purchase transportation insurance, please provide the logistics bill number to customer service after sending. Return shipping costs (including insurance) are in principle borne by you, unless the return is due to our responsibility (such as wrong shipment, serious quality problems).
Warehouse Acceptance: After the returned merchandise arrives at our warehouse, we will conduct a rigorous inspection to confirm that the condition of the merchandise meets the requirements of Article 4, paragraph 2 of this policy (unused, in original condition, with original packaging intact).
Refund Processing:
ACCEPTANCE: We will process your refund within [e.g., 7/15] business days after the merchandise is accepted and meets the requirements. The refund will be for the amount you actually paid for the item (excluding original shipping costs).
Failed Acceptance: If the merchandise is in a condition that does not meet the return requirements (e.g., used, damaged, missing accessories, poorly packaged, etc.), we will either refuse to accept the return or refund the balance of the purchase price after deducting the appropriate fees (if applicable), and return the merchandise to you (shipping paid), or negotiate an alternative solution with you.
VI. Refunds
Refunds will be credited back to the account you used to pay for your order. Processing times may vary slightly depending on the payment provider.
VII. Circumstances in which returns/refunds are not applicable
Customized furniture is requested to be returned for refund due to customers' subjective reasons (e.g., change of mind, wrong size measurement, dislike of the color, difference from the expected effect, etc.).
Outer packaging problems that were not objected to when signing for the item and reported afterward.
Transportation damages that are reported more than 3 natural days after signing for the goods.
Damage or problems caused by the customer (improper handling, incorrect installation, improper use, failure to follow instructions, etc.).
The product has been used, installed, altered, cleaned, or is no longer in new condition or original packaging.
The merchandise itself has no quality problems and is only returned due to the customer's subjective preference (except for non-customized merchandise and within the applicable no-excuse return period).
Exceeding the specified time limit for return request.
VIII. Our Commitment
We are committed to providing high quality furniture and a great shopping experience. We will deal with returns and refunds positively and fairly if they are really our responsibility or in line with the provisions of this policy. For the production and transportation of customized goods, we will strictly control the quality and choose reliable logistics partners.
Changes to Return & Refund Policy
You can review the most current version of the Return & Refund Policy at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Return & Refund Policy by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Return & Refund Policy constitutes acceptance of those changes.