Return Policy
RETURN & REFUND POLICY
At Mavonto, we aim to make our procedures for returns, refunds, cancellations, and product issues clear and easy to follow. This policy explains return eligibility, how to request assistance, responsibility for return shipping, and refund processing.
180-DAY RETURN PERIOD
You may request a return for an eligible item within 180 calendar days from the delivery date.
For a standard, preference-based return, the item must:
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Be unused and in substantially the same condition in which it was received;
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Include its original packaging, where applicable;
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Be accompanied by valid proof of purchase, such as an order number or order confirmation.
Any product-specific return restrictions will be disclosed on the relevant product page before purchase. These restrictions do not limit our responsibility for damaged, defective, incorrect, incomplete, or materially misdescribed products.
To meet the return deadline, email your return request within the 180-day period. If approved, follow the return shipping instructions and dispatch deadline provided by our support team.
The 180-day return period does not include free return shipping for every return. Responsibility for shipping costs depends on the reason for the return, as explained below.
HOW TO REQUEST A RETURN
Before sending any item back, contact our customer support team:
Customer Support Email: service@mavonto.com
Business Phone: 0755-89961100
Please include:
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Your order number;
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The item you wish to return;
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The reason for your return;
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Relevant photos or videos, where appropriate, particularly for damaged, defective, incorrect, incomplete, or materially misdescribed items.
Our team will review your request and explain the next steps. If your return is approved, we will provide the appropriate return address and instructions.
Please wait for return authorization and instructions before shipping the item.
RETURN ADDRESS
Our business address is not the designated return address.
Please do not send returns to our registered business address or directly to a manufacturer unless our customer support team specifically instructs you to do so.
After approving your request, we will provide the appropriate return warehouse address and shipping instructions for your order.
If you have already sent an item without authorization, contact us with the shipping receipt and tracking information so we can review the situation. Sending an item to an incorrect address may delay or prevent us from receiving and processing it.
RETURN SHIPPING COSTS
Preference-Based Returns
Customers are responsible for return shipping costs when the return is unrelated to a product defect, an inaccurate description, or an error on our part. Examples include:
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Changing your mind;
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Ordering the wrong item;
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No longer wanting the item;
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Selecting the wrong quantity or variation.
We do not charge a restocking fee for eligible returns.
Damaged, Defective, Incorrect, Incomplete, or Materially Misdescribed Products
If your item arrives damaged, defective, incorrect, missing required components, or materially different from its description, contact us so we can review the issue.
We will provide an appropriate replacement, refund, or return solution at no additional cost to you.
If a return is required to resolve a qualifying product issue or an error on our part, we will arrange a prepaid return method or agree with you in advance on reimbursement of the necessary return shipping costs.
Please contact us before paying for return shipping. We cannot guarantee reimbursement of shipping expenses incurred without prior agreement or through a shipping method we have not authorized, except where applicable law requires otherwise.
DAMAGED, DEFECTIVE, INCORRECT, OR MISSING ITEMS
If there is a problem with your delivered order, email service@mavonto.com as soon as reasonably possible.
Please provide:
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Your order number;
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A description of the problem;
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Clear photos or videos, where appropriate;
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Photos of the packaging, if available and relevant to the issue.
If you cannot provide a particular photo or other requested information, let us know so we can discuss another way to assess the issue.
After reviewing your request, we will explain the available resolution, which may include a replacement, refund, or authorized return.
The unused-item and original-packaging requirements for preference-based returns do not, by themselves, prevent us from considering a claim concerning a qualifying defect or fulfillment error.
REFUND REVIEW AND PROCESSING
Refunds Requiring a Return
After receiving and inspecting an authorized return, we will email you to confirm whether your refund has been approved.
If approved, we will issue the refund to your original payment method within 5–10 business days after receipt and inspection of the returned item.
If we decline a refund or approve only part of the amount requested, we will explain the reason by email.
Refunds That Do Not Require a Return
If we approve a refund and confirm that you do not need to return the item, we will issue the refund to your original payment method within 5–10 business days after approval.
Refund Amount
Refunds for returned items are based on the amount actually paid for those items, taking account of any applicable discounts.
For a preference-based return, the original outbound shipping charge, if any, is not refundable unless required by applicable law. Customer-paid return shipping costs are also not refundable.
For a qualifying product issue or an error on our part, we will explain the refund amount and any applicable shipping reimbursement when confirming the resolution. You will not be required to pay additional costs to correct our error.
For a cancellation of an entire order approved under the cancellation section below, we will refund the full amount paid for that order, including any shipping charges collected.
Payment Provider Processing
The timeframes above refer to when we issue the refund. Your bank, card issuer, or payment provider may require additional time before the funds appear in your account.
For this policy, business days exclude Saturdays, Sundays, and public holidays observed by our business in China.
LATE OR MISSING REFUNDS
If we have confirmed that your refund was issued but it has not appeared in your account:
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Check the original payment account again.
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Contact your bank, card issuer, or payment provider to ask about its processing time.
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If the refund still cannot be located, email service@mavonto.com with your order number.
If the applicable refund processing period stated in this policy has passed and you have not received a refund confirmation, contact us so we can check the status.
ORDER CANCELLATIONS
To request cancellation, email service@mavonto.com with your order number as soon as possible.
Cancellation is available only before fulfillment begins, meaning before we or our fulfillment partner begin preparing your order for shipment. We will confirm by email whether your order can still be cancelled.
Submitting a cancellation request does not, by itself, confirm that the order has been cancelled.
If cancellation of your entire order is approved, we will issue a full refund of the amount paid for that order, including any shipping charges collected, to your original payment method within 5–10 business days after approval.
We do not charge a cancellation fee.
Your bank or payment provider may require additional time to post the refund.
Once fulfillment has begun, cancellation is no longer available. After delivery, you may request an eligible return under this Return & Refund Policy.
If you wish to cancel only part of an order, please identify the relevant items in your email. We will confirm whether the change is possible and explain the applicable refund before proceeding.
RETURNS THAT MAY NOT BE ELIGIBLE
A standard, preference-based return may be declined if:
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The return request is submitted after the 180-day return period;
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The item has been used or materially altered after delivery;
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The item has been misused or damaged for reasons unrelated to an original defect;
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The item does not meet return conditions disclosed before purchase;
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Valid proof of purchase cannot reasonably be verified.
If a return is declined, we will explain the reason.
These restrictions do not exclude or limit any mandatory consumer rights or our responsibility to address qualifying product defects, inaccurate descriptions, or fulfillment errors.
REFUND METHOD
Approved refunds are issued to the original payment method used for the purchase.
We do not normally transfer refunds to a different card, bank account, digital wallet, or payment account.
If the original payment method is no longer available, contact us. We will review the options supported by the payment provider and any applicable legal requirements.
EXCHANGES AND REPLACEMENTS
For damaged, defective, incorrect, incomplete, or materially misdescribed items, we may offer a replacement as an appropriate resolution.
Replacement availability depends on stock and the nature of the issue. We will explain the proposed solution and confirm the arrangements with you.
If a suitable replacement is unavailable, we will discuss another appropriate resolution, including a refund where applicable.
For a change-of-mind exchange, contact us before returning the item. We will confirm whether an exchange is available or whether you should request a return and place a separate order.
RETURN AUTHORIZATION AND SHIPPING RECORDS
Once a return is approved, our support team will provide:
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The designated return address;
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Packing and shipping instructions;
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The deadline for dispatching the authorized return;
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Details of the prepaid or reimbursable shipping arrangement, if applicable.
Keep your shipping receipt and tracking details until the return and refund process is complete.
If you cannot meet the stated dispatch deadline or need help following the instructions, contact us before sending the item.
CONTACT INFORMATION
For assistance with returns, refunds, cancellations, product issues, or other after-sales enquiries, please contact us:
Brand: Mavonto
Company Name: Shenzhen Zhimu Trading Co., Ltd.
Business Address:
Room 306, Factory Building 6255, Longgang Avenue (Henggang Section), Bao'an Community, Yuanshan Subdistrict, Longgang District, Shenzhen City, Guangdong Province, China
Customer Support Email: service@mavonto.com
Business Phone: 0755-89961100
This business address is not the designated return address. Please contact us for return authorization and the correct return instructions.
Mavonto is owned and operated by Shenzhen Zhimu Trading Co., Ltd.
Nothing in this policy excludes or limits consumer rights that cannot be excluded or limited under applicable law.