Exchange / Return / Replacement Policy

Please note that all sales are final once the products have been ordered and paid through the website. Products cannot be cancelled nor returned once payment is done.

Merchandise would be replaced in case of defect, damage during transportation, or shipment of the “wrong” product.

We do pay great attention and care to the production and packing of our product and carry out careful quality control at each stage of the manufacturing process and thorough quality inspection before the product is shipped out. We stand behind the quality of the products we produce and sell.

Please note that Product Defect has a definition described in the section “Restrictions on quality claim due to product nature being Arts and Crafts”, i.e. small visual issues related to the very nature of the product as artisanal Arts and Crafts lacquer products will not be considered as defect. By ordering a product through the Mai Home website, you explicitly agree on the nature of the product being artisanal lacquer product and agree not to make unreasonable claims on lacquer quality that a standard lacquer factory would have difficullty to fulfill.

We also make every effort to pack items so they will arrive at your door safely.

Though rare, there is a possibility of manufacturing defects or products being damaged during transportation. We advise our customers to inspect the products carefully for damages and defects. In such a case, you should claim for “damaged” or “defect” merchandise upon delivery and schedule for an exchange.

Damage and defect due to shipping or during shipping need to be reported immediately upon delivery of the merchandise and a claim needs to be lodged at once to the delivery company and its agent who has delivered the good. The delivery company and maihome will not accept any claim for damage or defect occured during transportation if a claim has not been filed and signed off by the delivery company / agent, upon delivery of the damaged merchandise.

Upon delivery, we recommend that you inspect carefully the outside box containing the product and check for apparent damage to the box, before signing any paper for acceptance of reception of the merchandise in good order. If the box is damaged, you should open the box in the presence of the delievry agent, take all necessary pictures of the damaged box and damaged product and have your claim signed off by the delivery agent. You should not accept the delivery if the product is damaged and instead have it taken back by the delivery agent.

You shall then notify us of a product claim due to damage or defect upon delivery, by email or registered letter, no later than 72 hours after receipt of the good. You should send us pictures as well as a copy / scan of the claim report signed off by the delivery agent. We will then coordinate with the delivery company, and exchange the merchandise as soon as possible after the delivery company has accepted the claim, which shall take a maximum of 10 days for them to inquire and check.

If you receive damaged or defect merchandise or the wrong product, we will replace it as quickly as possible. Be sure to contact us within 72 hours of receiving delivery, and please keep all packing boxes and materials.

  • All claims related to defect merchandise or transportation damages must be made via our Customer Service center; please email us at
  • No claim shall be accepted after 3 days of reception date; please inspect all products upon receipt.
  • Claim related to damage and defect due to shipping need to be reported immediately upon reception of the merchandise to the delivery company / agent and the claim file need to be signed off by the delivery agent in order to be valid
  • Email Customer Service at and take clear photos of the damages / defects of the products or carton box
  • Our customer service person will coordinate with you.