Return & Exchange Policy

We are committed to providing clear and convenient after-sales service. This policy explains return and exchange time limits, eligibility requirements, procedures, applicable costs, refund arrangements, and exchange options to help you understand each step of the process.

1. Return and Exchange Time Limits

We accept return and exchange requests within 30 days of the date you receive your order. This period includes the applicable 14-day statutory right of withdrawal and the commercial return arrangement available from day 15 through day 30.

1.1 14-Day Statutory Right of Withdrawal

For withdrawals that qualify under applicable law, you may exercise your statutory right of withdrawal within 14 days of receiving your order. Eligible refunds include the amount actually paid for the product and the applicable standard delivery charges.

After submitting your withdrawal notice, you must return the product within 14 days. You meet the applicable return deadline if you hand the product over to the carrier for shipment before the end of this period.

For withdrawals that qualify under applicable law, we will process your refund within 14 days of receiving your withdrawal notice. Where permitted by applicable law, we may withhold the refund until we receive the returned product or receive proof that you have shipped it back, whichever occurs first.

The direct cost of returning the product will be handled in accordance with applicable law and the relevant information provided before purchase. Please follow the return procedure described later in this policy for the specific steps required to return your product.

1.2 30-Day Commercial Returns

The 30-day commercial return arrangement is a customer service policy provided by us and runs from the date you receive your order. Requests submitted after the 14-day statutory withdrawal period but within the 30-day period must meet the commercial return conditions set out in this policy.

This commercial return arrangement is not a statutory right of withdrawal and does not replace, restrict, or diminish any consumer rights you may have under applicable law.

2. Eligible Return and Exchange Situations

You may submit a return or exchange request for the following situations, provided the applicable eligibility requirements are met:

  1. The product has a quality defect or a noticeable cosmetic flaw.

  2. You received a product that does not match your order, including an incorrect item.

  3. The product's functionality differs significantly from its description on the product page.

  4. The product has an unusual odor that may indicate a quality issue.

  5. The product was damaged during shipping.

  6. Other situations that qualify under applicable law or the commercial return conditions in this policy.

To help us verify the issue, we may ask you to provide order records, proof of purchase, a description of the problem, product photos or videos, and any necessary shipping or tracking information.

After receiving your complete application, we will review the order information, the actual condition of the product, and the supporting materials provided. Our review will be based on the order records, the product's condition, and the relevant evidence. Any remedies required by law will be provided in accordance with applicable legal requirements.

3. Return and Exchange Process

Step 1: Submit Your Request

Please submit your return or exchange request using the official contact information provided at the end of this policy. To help us verify your request, please include the following information whenever possible:

  1. Your order number.

  2. Proof of purchase or payment information.

  3. A detailed description of the product issue.

  4. Photos or videos that clearly show the product's condition or the issue.

  5. Necessary delivery information or shipping records.

If your request concerns a product quality issue, an incorrect item, or shipping damage, please take photos before handling or altering the product whenever possible. This helps us accurately document its condition.

Step 2: Application Review

We will process your request within 1–3 business days after receiving the complete application information. We will review the order records, the product's condition, and the relevant supporting materials.

If additional information is required, we will let you know which specific materials are needed. Requests that meet the applicable requirements will proceed to the next stage of the return or exchange process.

Step 3: Obtain the Return Address and Return Label

Once your request is approved, we will provide the designated return address and the relevant return instructions.

For returns that qualify under the quality-related return conditions, we will provide an electronic prepaid return label (Return Label). You will need to download and print the label and attach it securely to the package according to the return instructions.

Please do not send the product to the sender address printed on the original packaging, an address used for a previous order, or any other address that has not been confirmed. All returned products must be sent to the designated return address provided after your request has been reviewed and approved.

Step 4: Ship the Product Back

Please package the product securely according to the return instructions and send it to the designated address. If you are required to use a prepaid return label provided by us, please use the corresponding electronic Return Label and make sure all label information is clearly readable before shipping.

We recommend keeping your shipping receipt and tracking information so that you can check the package's delivery status.

Step 5: Warehouse Receipt and Inspection

After the returned product arrives at the designated address, we will complete package receipt, inventory registration, order verification, product condition inspection, and any necessary quality testing.

Once the inspection is complete, we will proceed with the refund or exchange based on the review results and the applicable return or exchange conditions. If the product does not meet the relevant commercial return requirements, we will explain the specific reason and determine the appropriate next steps in accordance with applicable law and this policy.

4. Return Shipping Costs

Return shipping costs depend on the reason for the return and the applicable allocation of responsibility. Different arrangements apply to non-quality-related returns and returns that qualify as quality-related issues for which we are responsible.

4.1 Non-Quality-Related Returns

Non-quality-related reasons include, but are not limited to, not liking the product, selecting the wrong size, changing your color preference, duplicate purchases, or other personal reasons.

If the return meets the commercial return requirements, you are responsible for the direct shipping costs incurred in returning the product. We do not provide prepaid return labels for non-quality-related returns.

Return shipping costs vary depending on the carrier, package weight, package dimensions, shipping origin, and other logistical factors. Therefore, we cannot provide a single fixed return shipping rate. Before sending the product back, you may contact your chosen carrier to obtain an estimated shipping cost.

4.2 Quality-Related Returns

Quality-related returns include product quality issues, incorrect items, significant discrepancies between the product and its description on the product page, and damage caused during shipping.

Once our review confirms that the return falls within the scope of our responsibility, we will cover the reasonable return shipping costs and provide an electronic prepaid return label (Return Label) for eligible requests.

You will need to download and print the label and return the product according to the designated return instructions. If the product issue involves consumer rights protected by law, it will be handled in accordance with applicable legal requirements.

5. Refund Process

For commercial returns handled under this policy, once the product arrives at the designated address, we will complete receipt, inventory registration, and the necessary product condition inspection. After the inspection is passed and refund eligibility is confirmed, we will process the refund within 1–5 business days.

For returns made under the applicable statutory right of withdrawal, the refund deadline will continue to follow the statutory requirements described above. The commercial return processing period for warehouse inspection and refund operations does not replace the statutory deadline.

Refunds will be issued to the original payment method. The refund amount will be calculated based on the actual amount paid for the order and the applicable return rules. If the order used a promotion, discount code, gift card, or another type of offer, the refund amount will be determined according to the actual payment details and the applicable rules.

After the refund has been processed, the time it takes for the funds to appear in your account may depend on the processing speed of your payment provider, bank, or card issuer.

If the product does not meet the applicable commercial return requirements, we will explain the specific reason and determine the next steps in accordance with applicable law and this policy.

6. Exchange Policy

Products eligible for exchange must first be submitted for review through the return and exchange process described in this policy.

After the returned product arrives at the designated address, we will complete package receipt, inventory registration, and the necessary product condition inspection. Once the product is confirmed to meet the exchange requirements, we will arrange shipment of the replacement product.

The replacement product will be scheduled for shipment within 1–3 business days after the inspection is passed. We will cover the shipping costs for the first replacement shipment associated with each order.

For this policy, the first exchange means the first exchange and replacement shipment for the same order. It is not counted separately for each product within that order. If another exchange is requested for the same order later, you will be responsible for the shipping costs associated with the subsequent replacement shipment.

For the estimated delivery time after the replacement product has been shipped, please refer to the Shipping Policy on our website.

7. Ineligible Returns

The following situations generally do not qualify for the 30-day commercial return arrangement:

  1. The return request is submitted after the commercial return period has expired.

  2. The product has been damaged through use, installation, cleaning, modification, repair, improper storage, or other actions attributable to the customer, affecting its eligibility for commercial return.

  3. Important components, labels, accessories, or other items affecting return eligibility are missing.

  4. The product is returned without prior review and approval.

  5. The product is sent to an address other than the designated return address provided after the request has been reviewed and approved.

  6. The return is not completed in accordance with the return instructions.

  7. The product is not eligible for commercial return due to its nature.

Eligibility will be assessed based on the product's actual condition, the relevant supporting materials, and the applicable requirements of this policy. If the product has a quality issue or involves other consumer rights protected by law, the commercial return conditions listed above will not be used to exclude any rights you are legally entitled to exercise.

8. Order Cancellation

You may submit an order cancellation request within 24 hours after placing your order by contacting us through the official contact information provided in this policy.

If the order has already entered order processing, warehouse picking, packing, order sorting, carrier handoff, or transit, it may no longer be possible to cancel it directly. After receiving your request, we will make reasonable efforts to intercept the order based on its current status, but we cannot guarantee that an order already in a later processing stage can be canceled.

If the order has already been shipped, you may apply for a return under this policy.

9. Contact Us

If you would like to submit a return, exchange, or order cancellation request, or have questions about other after-sales matters, please contact us using the information below.

When contacting us, we recommend providing your order number, proof of purchase, a description of the product issue, and any relevant photos or videos. This will help us verify your order and assist you with your request.

Address: 8652 W Frost Ave, Littleton, CO 80128, US
Phone: +1 (303) 627-4918
Email: customer@mavtrivoqelyz.com
Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (Mountain Time, MT)