Refund policy

We are sorry that you are not 100% satisfied with our products. If you need to exchange or return a product, please contact us via email at info@m2-retail.eu. We will provide you with the best solutions.



RETURNS

We offer limited refund and exchange services to original product purchasers within the valid periods specified below:
Statutory EU Cooling-off Period: In accordance with EU Consumer Rights Directive, all standard non-customized furniture, including standard reception desks, qualify for a statutory 14-day cooling-off return period after delivery. This right applies to both regular-priced and sale items.
Tip: All of our customized items are non-returnable for customer preference reasons. Because customized furniture is tailor-made, it cannot be resold even if it remains in perfect original condition.
Products that do not qualify for preference-based refunds include:
  • Customized display cabinets
  • Customized Logo, Lightboxes & display units
  • All other fully customized items
Regarding items shipped directly from China, once formal production starts or goods are loaded, returns due to customer preference are not supported. If a customer insists on cancelling a customized order after production begins, the customer shall cover actual incurred material, labor and production costs based on the production progress, instead of a fixed percentage fee.

To be eligible for a return, your item must be unused and in the same condition that you received it, and must be returned with full original packaging.

Any items that are damaged, incomplete, or not in original condition due to non-quality-related reasons are not eligible for standard returns. Please contact us at info@m2-retail.eu for further solutions.

To complete your return request, you must provide valid purchase proof and photos confirming the product is unused and in original condition.

If your product requires return or exchange due to major manufacturing defects or severe delivery damage that renders the product almost unusable, EU M2 Retail will cover all return shipping fees and file insurance claims to compensate all related costs.
For returns caused by personal preference reasons, including but not limited to dislike, wrong order, minor surface cracks, joining seams, and normal edge variations caused by craftsmanship, the purchaser is responsible for both outbound and return shipping fees. EU M2 Retail will provide the closest available regional return warehouse address for your convenience.

Please note:
1. Minor surface imperfections may unavoidably occur during international transportation, even with full protective packaging. Tiny blemishes on white laminate, marble sticker or wood veneer surfaces are considered normal. A repair cream is included with every reception desk. Please contact us for repair guidance.

 

2. Joining seams, slight edge color differences and minor black edges on laminate panels are inherent craftsmanship characteristics. These are normal product variations and do not affect quality, structure or durability, and are not considered defects.

When returning goods at your own cost, you must provide a valid tracking number and confirm delivery to our designated warehouse. Return eligibility is subject to final inspection. Please allow 2–3 business days for refunds to be processed after inspection and approval.

For product exchanges, the purchaser must return the original item and place a new order. All return shipping fees and new delivery fees shall be borne by the purchaser. We operate warehouses in Australia, California and New Jersey, with more regional warehouses opening soon.



3. Material aging explanation for sticker and painted surfaces:

White sticker finishes and white paint will gradually yellow over time due to natural oxidation, UV exposure, strong indoor lighting and humid environments. This is a normal aging process and not a quality defect. Uneven yellowing may occur if part of the surface is covered for a long period.


If the top is covered for a long time, the uncovered part will turn yellow faster, while the covered part will turn yellow slower, as shown in the picture:


4. Color difference notice:

All standard reception desks follow fixed PANTONE color codes. Minor color differences caused by screen display deviation are normal and do not qualify for return. If precise color matching is required, please provide your PANTONE code before production.
  • Pink - PANTONE 502U/502C

 

  • Green - PANTONE 7475C

  • Blue - PANTONE 320C

  •  Grey - PANTONE 424C



Important Notice:

1. Unauthorized returns will not be accepted, and unauthorized shipping costs will not be reimbursed.
2. Do not return items to the sender address shown on your package. Always return goods to the dedicated return address provided by our team.

 

REFUNDS (if applicable)

After receiving and inspecting your returned item, we will notify you via email of the refund approval or rejection result.

If approved, the refund will be processed to your original payment method within 3 business days.

For confirmed in-transit damage, our team will file insurance claims. You will need to provide photos of package damage, product damage and delivery notes. Compensation for repair or remaking will be completed within 3 working days after claim settlement.


LATE OR MISSING REFUNDS

If you have not received your refund, please first check your bank account and consult your credit card company and bank for processing delays. If the issue remains unresolved, contact us at info@m2-retail.eu.


ORDER CANCELLATION

Full cancellation and full refund is only available for non-customized orders before shipment. Once goods are shipped or customized production has started, orders cannot be cancelled. If you still insist on cancelling, you will be responsible for all actual material, labor and production costs already incurred by our factory.


EXCHANGES

We only exchange products confirmed with manufacturing defects or severe delivery damage. To apply for an exchange, please contact us at info@m2-retail.eu.


GIFTS

If the item was purchased and shipped directly to you as a gift, you will receive store credit after return inspection. If the order was shipped to the purchaser first, the refund will be issued to the original buyer.

NOTES

Shipping times are estimated and not guaranteed. Delays due to weather, carrier issues, customs or other uncontrollable factors are not our responsibility. We will try our best to ensure timely delivery.
For shipping inquiries, please call +86-19925312253.
EU Consumer Dispute Resolution: If you have unresolved consumer disputes, you have the right to contact your local EU consumer protection authority for dispute resolution.