Most of our products are made to order. This policy explains when a return, replacement or credit is available and how to raise a claim.
This policy applies to goods manufactured or supplied by Hangzhou M&M Home Textile Co., Ltd. under a confirmed purchase order or proforma invoice. Where a signed contract contains different return terms, the contract prevails.
Because custom products are produced to the buyer's specification, artwork and quantity, they cannot be returned for change of mind, wrong selection, over-ordering or change of market plan after production has started. Please confirm specification, colour, size and packaging before approving the sample and the order.
We accept a claim where goods are materially different from the approved specification or sample, where there is a manufacturing defect, or where the quantity delivered is short. We do not accept a claim where the issue arises from buyer-supplied materials, buyer artwork, normal variation within the approved tolerance, or damage after risk has passed under the agreed Incoterm.
Please include the order number, product name, quantity affected, photographs and, where available, an inspection report.
After reviewing the claim, we may offer one of the following remedies, at our reasonable discretion:
We will not arrange a return or replacement without a written return authorisation. Please do not ship goods back before receiving it.
If a claim is accepted, we will discuss return freight with the buyer. Where the defect is ours, we normally cover reasonable return freight or reimburse it against the credit. Where the claim is not accepted, the buyer bears the return freight and associated costs.
Refunds are made to the original bank account used for payment, or by another method agreed in writing. We do not refund bank charges, currency differences or duties and taxes already paid to authorities.
To raise a claim, contact mm@mmhometextile.com with your order number and supporting photographs. We aim to acknowledge claims within two business days.
