RETURN & REFUND POLICY

30-day Return & Refund Service

We allow returns or exchanges of products ("Devices") purchased directly on maono.com. All returns or exchanges must be made within 30 days of purchase as specified in your proof of purchase.

If the device was purchased through a 3rd party website or the other purchase method such as a retail purchaser ("Resellers"), you must comply with their respective return and exchange policies. We will not honor or accept returns originally sold by other resellers. Thanks for your understanding. To be eligible for a return or exchange from maono.com, the following conditions must be met:

① If the device cannot be opened or damaged upon delivery, or the seller sent the wrong product/inconsistent product, you can apply for a return within 30 days and receive a full refund. We will get back to you within 3 days.

②Regarding the returned product, we do not undertake the shipping costs if it's not the product itself problem and if the return to China is required, we also do not take the tax that may occur.

We currently ship packages through two channels

1. Products that are in overseas warehouses in some countries will be sent by local logistics channels in priority, including FedEx, UPS, Amazon cooperative logistics providers, etc.

2. Some products will be sent from the production place to the final destination, including 4PX, DHL, Yanwen special line, etc.

For packages sent from the above two channels, we have included the logistics cost of the first step to your address in the order. In the follow-up, if you need to return the product for personal reasons, pls contact angela@maono.com firstly, we will calculate and estimate the cost for your return and tell you the return logistics fee you should bear, after that, we will send you the address so that you can return the product. please read the return policy carefully before you place the order. and thank you so much for your understanding.

Also, As some orders will be sent via Amazon logistics sometimes, the order tracking number will be a bit later updated. we will send you the tracking number ASAP once it updates. and thanks for your patience and understanding.

In addition, if the goods are lost or stolen, please contact angela@maono. com and provide evidence like surveillance video or any other material, we will issue the claim to the logistics party and confirm the order situation. thank you very much for your understanding.

③ Except for logistics reasons. If the order can not be delivered in time or fail to be delivered for the reason that customer's address and email information is not filled correctly. Maono shall not bear the corresponding responsibility and delivery expense. in addition, If the customer does not want/customer directly reject/return for personal reasons after shipment (must be in new condition), you may be responsible for the cost of shipping from the seller and the return of the package. And please learn that the Items must be returned to us via a traceable shipping method with delivery confirmation and all shipping charges prepaid.

④Items must be accompanied by our return form (please contact our customer service at angela@maono.com and we will send it to you).

Warm Tips:
Before returning the product, please take a picture of the product and provide it to us. After you return the product, it may take up to 25 days for us to receive the product. After our operation center receives the goods, the refund will be processed within 2 working days, and the refund amount will arrive in the account within 3-5 working days.

How to Get MAONO Warranty Service?

If the product cannot be used normally during the warranty period, please get in touch with our after-sales service at angela@maono.com. If it is within a working day, we will reply to you within 2 days. If it is on weekends, it will be a bit delayed. Thank you for your understanding. Please follow the mail format when you submit an inquiry.

If You Need Our Technical Support Help:
Email Subject: Device Type Name+ Technical Support Inquire
Email Content : (What you need to provide):
1. Order number
2. When did you receive the device
3. What is the main issue with the device.

If You Need A Refund & Return:
Email Subject: Device Type Name+Refund/ Return Need
Email Content : (What you need to provide):
1. Order number
2. When did you receive the device
3. Please explain the reason for the refund & return
4. Please attach a picture of the device so that we can check that the goods are in good condition.

What Will MAONO DO? 

MAONO will attempt to diagnose and resolve your issue via email. MAONO may direct you to download and install specific software updates.
All quality-related defects in items sold directly by MAONO are covered by an extensive warranty from the date of purchase due to quality-related issues requiring replacement parts.

GENERAL TERMS

Maono guarantees that refund services, replacement services, and warranty repair services can be applied under the following conditions. Shipping charges must be borne by the buyer in the following cases:
1. Return the product for any reason other than a proven defect
2. Buyer returns unexpectedly.
3. Return personal items.
4. Return items claimed to be defective but found to be in working condition by MAONO Quality Control.
5. Return defective items in international shipping.
6. Costs associated with unauthorized returns (any returns made outside of the approved warranty process).

What To Do Before Getting After-sales Service?

1. Buyer must provide proof of order at the time of purchase.

2. MAONO must record what happens when the buyer is troubleshooting the product.

3. Requires the serial number of the defective item and/or visible evidence describing the defect.

4. Items may need to be returned for quality inspection.

Please noted that MAONO company has the right to interpret the above terms.