Refund policy

We are committed to ensuring every customer is completely satisfied with their purchase. If anything goes wrong, please inform us immediately, and we will do our best to work with you to resolve any issues.

1. Return and Exchange Period and Conditions

A. Standard/Non-Customized Items

Seven-Day No-Reason Return/Exchange: For non-customized standardized items, we support a no-reason return or exchange within seven (7) days from the date you receive the item.

Return/Exchange Prerequisites: The item must be in brand new condition and not affect resale. This includes: original packaging, tags, accessories, gifts, etc. must be intact. The item must not have been worn, used, washed, or modified in any way. Please pack the returned item properly to avoid damage during transportation.

B. Customized Items

Special Restrictions: Because customized items are made specifically to your needs or parameters, we do not support no-reason returns or exchanges for reasons other than quality issues. Quality Issue Handling: If the customized product has quality defects or is significantly inconsistent with your confirmed order information, please contact us immediately. We will provide repair, replacement, or refund services depending on the specific circumstances.

To initiate a return, you can contact us at support@makayev.com. Please note that returned items must be sent to the following address: Room 213, 2nd Floor, Unit 1, Building 9, Lingyun Second District, Beiyuan Street, Yiwu City, Jinhua City, Zhejiang Province, China. Attn: Liu Longfei, Tel: 8617855893921

2. Shipping Costs Principles

The shipping costs for returns and exchanges will be shared according to the following principles based on the reason for the return or exchange:

Returns and exchanges not due to product quality issues: If the reason for the return or exchange is not a product quality issue (e.g., incorrect size, change of personal preference, color difference from expectations, etc.), the buyer is responsible for the return shipping cost; if it is an exchange, the buyer is usually also responsible for the shipping cost of the second shipment.

Returns and exchanges due to product quality issues: If the return or exchange is due to a quality defect in the product (e.g., damage, serious defects, wrong item sent), the seller will bear all round-trip shipping costs incurred. Please pay the shipping costs in advance and provide us with proof of shipping costs when applying for a refund or exchange. We will verify and reimburse/refund you accordingly.

3. How to apply for a return/exchange

If you need to return or exchange an item, please be sure to contact our customer service team first using the following methods: contact information, order number, reason for return or exchange, and photos or videos of the product (if it is a quality issue). We will guide you through the subsequent procedures.

EU 14-Day Cooling-Off Period
Notwithstanding the above regulations, if the product was shipped to the EU, you have the right to cancel the order or return it without reason within 14 days. As mentioned above, your product must be in the same condition as when received, unworn or unused, with tags, and in its original packaging. You will also need to provide a receipt or proof of purchase.

Refund Processing Time
We will process your return or exchange request within 48 hours. We will notify you within 48 hours of receiving and inspecting your returned item whether your refund is approved. If approved, the refund will be returned to your original payment method within 10 business days. Please remember that your bank or credit card company also needs some time to process and post the refund.

If you have not received your refund 15 business days after we approve your return, please contact us at support@makayev.com.