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 firstname.lastname@example.org. 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 Logo
- Customized Lightboxes
- 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 email@example.com 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 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).
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).
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 firstname.lastname@example.org.
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 email@example.com.
If the item was marked as a gift when purchased and shipped directly to you, you’ll 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.