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Refund policy

Return & Exchange Policy

We are sorry that you are not 100% satisfied with our products. If you need to exchange or return a product, please contact us via email at We will provide you with the best solutions.


M2 Retail offers a limited refund/exchange service to any refund/exchange claim made by the original purchaser of the M2 Retail product to M2 Retail during the applicable period stated below:

A: 90 days from the date of the original retail purchase; or

B: 7 days from the date of the original retail arrived, for large items, like standard reception desks.

 Tip:All of our customized items are not allow to return especially because of clients' side. Because it is difficult to sell to others even if they are in original perfect status.

Because of this, we aren’t able to offer refunds on the following products:

  • Customized display cabinets
  • Customized Logo & Lightboxes & display units.
  • Other Customized Items.

Regarding to items shipped from China directly, it is not free return after formal production start or loaded. There may be 10%~30% extra cost accordingly especially because of clients' side.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

 For any item not in its original condition, damaged or missing parts for reasons not due to our error, please contact us at for refund/exchange solutions. 

To complete your return, we require a receipt or proof of purchase.

 If your product needs to be returned or exchanged due to big quality issues or serious delivery damage (almost unusable or scrapped), M2 Retail will bear the shipping costs and apply insurance to cover all the cost.

If the product is to be returned for reasons other than quality issues (not wanted, bought wrong, disliked, very small cracks, or Inevitable phenomena in craftsmanship, such as joining seams, black edges, etc.), the purchaser will have to pay the delivery fees for the product both sent & return (M2 Retail has warehouse in Melbourne Austria and Los California USA, more coming. Other countries please sent back to Shenzhen, China).

Please note:
1. small cracks means below issues
. Even M2 Reception desk is well protected inside & outter package, the white lamiante, marble sticker or wood veneer finish are inevitable a little damage during package & unpackage together with international delivery. There is repair cream inside the drawer, please contact us for repair guide image or video. 

2. Inevitable phenomena in craftsmanship, such as joining seams, black edges of laminate, etc.

It is important to note that these phenomena are inherent to the craftsmanship process and are considered normal variations rather than defects. They do not compromise the quality or durability of the product.

In the process of crafting, it is common to encounter certain unavoidable phenomena that may affect the final product. These include Joining seams, are a result of combining pieces of material together, and although efforts are made to minimize their visibility, they may still be noticeable to some extent. Additionally, black edges may occur due to the nature of the material or the manufacturing process, and while steps are taken to minimize their presence, they may still be present in certain cases.

In cases where you choose to provide the shipping, a tracking number must be provided to M2 Retail and confirmed delivered to an our ware house to complete the warranty transaction. Please note that it is at the company's discretion to decide if the item may be returned to M2 Retail . Please allow 2–3 business days for the refund to issue once the item has been returned, or we have stated your pictures are counting as your return.

 In case of a product exchange, the purchaser has to return the purchased product and place a new order. The purchaser has to pay the delivery fees for the product return and delivery fees for the new order (M2 Retail has warehouse in Melbourne Austria and Los California USA, more coming).

3. Precautions for sticker materials

The reception desk sticker and white paint, if used for a long time, will gradually turn yellow. Both processes are the same, after the sticker is applied, a primer is needed, followed by a layer of topcoat after the primer dries to protect the sticker and maintain a smooth and beautiful surface. Due to oxidation, direct sunlight (UV erosion), strong indoor light, oxygen in the air, and humid environments may all accelerate the aging of the paint film, leading to yellowing of the white parts, as shown in the picture:

If the top is covered for a long time, the uncovered part will turn yellow faster, while the covered part will turn yellow slower, as shown in the picture:


4. Important Notice about Reception Desk Colors

Please be aware that the colors of our reception desks come with default color codes. Due to variations in display screens, the colors you see on your screen may differ slightly from the actual product. Such color differences are normal and to be expected.

If you have specific color requirements, please provide us with the PANTONE color code.

The default color code for our standard reception desks:

  • Pink - PANTONE 502U/502C


  • Green - PANTONE 7475C

  • Blue - PANTONE 320C

  •  Grey - PANTONE 424C



Important Notice:
1. Unauthorized returns may not be accepted and any shipping charges will not be reimbursed.
2. Please do not send your return to the sender's address on your package. This is not the return address and will affect the processing of your return. You should only send it to the address on the shipping label we provide even if you are using your own shipping.

 REFUNDS (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

 If approved, your refund claim will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 business days.

Regarding to apparent delivery damage, M2 team will submit the Insurance claims and make it right. It needs your support to offer pictures of receipt with damge remark, outside package damage and inside apparant damage. Then our team will keep following and update you the latest situation about the compensation for repair or remade. You will get the compensation within 3 working day after the claim finished. 

 LATE OR MISSING REFUNDS (if applicable)

If you havenʼt received a refund yet, first check your bank account again.

Then contact your credit card company. It may take some time before your refund is officially posted.

 Next contact your bank. There is often some processing time before a refund is posted.

 If youʼve done all of these and you still have not received your refund yet, please contact us at

 ORDER CANCELLATION (if applicable)

We accept the order cancellation made only before the product is shipped and not customized made items. If your cancellation claim is approved, you will get a full refund. We cannot cancel the order if the product is already shipped out or customized production starts. If client insist to cancel the order, there is over 50% cost will be paid from clients' side. 

 SALE ITEMS (if applicable)

Only regularly-priced items may be refunded. Sale items cannot be refunded.

 EXCHANGES (if applicable)

We only replace items if they are defective or damaged. If you need to exchange such an item for the same product, contact us at


If the item was marked as a gift when purchased and shipped directly to you, youll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

 If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you afterwards, we will send a refund to the gift giver and he will find out about your return.


Shipping time is estimated and not guaranteed. Delays may happen due to weather, shipping carrier or customs delays, inventory shortages, or other events that we have no control over. We'll do everything we can to make sure your order gets to you as quickly as possible.

 If you have any questions about shipping, please give us a call at +86-0755-23769864.