Refund Policy
At The Maels, customer satisfaction is important to us. However, due to the nature of our products, our refund policy differs for Furniture & Beds and Home Decor items. Please read carefully before placing your order.
1. Furniture & Beds
- All furniture and bed products are made to order after consultation with the customer.
- Therefore, advance payments are non-refundable, and these items cannot be returned or refunded once production has started.
- We only accept responsibility if damage occurs during delivery. In such cases, we will either repair the product or replace the damaged part.
2. Home Decor Items
- Decor products are eligible for refund/exchange only if damaged.
- Customers must provide:
- A clear unboxing video taken at the time of opening the parcel (unedited and continuous).
- Proof of damage in the same video.
- Without an unboxing video, refund or replacement requests will not be accepted.
- Refunds, if approved, will be processed within 7–10 working days via the original payment method.
3. Conditions That Do Not Qualify for Refunds
- Change of mind after purchase.
- Incorrect size, color, or product chosen by the customer.
- Claims made without a valid unboxing video for decor items.
4. Process for Requesting a Refund
- Email us at maelcustomercare@gmail.com or WhatsApp at 03204874063 within 48 hours of receiving the parcel.
- Attach the unboxing video and photos showing the damage.
- Our team will review your request and respond within 2 working days.
5. Contact Us
For questions about our Refund Policy, please contact us:
📧 Email: maelcustomercare@gmail.com
📞 Phone: 03204874063
🏬 Address: Shop 3/4 Sialkot Block Fortress Stadium Lahore., Lahore 54000, Pakistan