Return & Refund Policy
MAOGOUBLUE Return & Refund Policy
MAOGOUBLUE accepts eligible return requests within 30 days from the confirmed delivery date, provided that the item remains unworn, unwashed, unused, undamaged, unaltered, and in its original condition with all original tags and packaging.
All return, exchange, refund, replacement, reshipment, or other after-sales requests are subject to review and approval by MAOGOUBLUE.
Submitting a request does not automatically guarantee that a return, refund, or exchange will be approved.
Return Conditions
To be eligible for a return, the following conditions must be met:
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The return request must be submitted within 30 days from the confirmed delivery date.
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The item must be unworn, unwashed, unused, undamaged, and unaltered.
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Original tags, packaging, and included accessories must remain complete.
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The item must be free from pet hair, odor, stains, scratches, bite marks, claw marks, stretching, wear, washing marks, outdoor-use marks, or other signs of use.
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The customer must contact MAOGOUBLUE and receive return approval before shipping the item back.
The following items are generally not eligible for return or exchange:
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Clearance items
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Final Sale items
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Items discounted by 40% or more
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Free gifts or promotional gifts
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Personalized or customized items
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Orders with a total value of US$200 or more
Except where otherwise required by applicable law.
Sizing and Try-On
Customers are responsible for reviewing size charts, product measurements, colors, and product descriptions before placing an order.
Selecting the wrong size, color, style, or product does not constitute a product defect.
Items may be carefully tried on indoors for sizing purposes only. Products that have been used outdoors or used beyond reasonable fitting may no longer qualify for return.
How to Return
To request a return, please contact us through our Contact Us page or email:
Please provide:
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Order number
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Item you wish to return
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Reason for return
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Whether you are requesting a refund or exchange
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Photos or videos if requested
Do not ship any item back until you have received return approval and the correct return address from MAOGOUBLUE.
Unauthorized returns may be refused or may not be processed.
Do not send returns to the address printed on the original package or to any office address shown on our website. Once your return is approved, we will provide the correct return address.
Return Shipping and Transit Risk
Unless the return is caused by a confirmed MAOGOUBLUE fulfillment error, missing item, or confirmed product defect, return shipping costs are the responsibility of the customer.
Original shipping fees, return shipping fees, expedited shipping fees, customs duties, import taxes, and other related charges are generally non-refundable.
We strongly recommend using a trackable shipping method.
The customer remains responsible for the return package until it is physically received at the authorized MAOGOUBLUE return location.
MAOGOUBLUE is not responsible for returned packages that are lost, delayed, damaged, misdelivered, returned to sender, or held by customs.
Refunds
Once a return package arrives, it will be inspected before any refund is approved.
A tracking status showing “Delivered” does not automatically mean that the refund has been approved.
Refunds will only be processed after:
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The item has been physically received;
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The item has been inspected;
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The return has been approved.
Approved refunds are normally processed within 5 business days and returned to the original payment method.
Banks, credit card companies, PayPal, or other payment providers may require additional time to process the refund. MAOGOUBLUE is not responsible for delays caused by payment providers.
If the returned item does not meet the conditions of this policy, MAOGOUBLUE may refuse the refund and may require the customer to pay for the item to be shipped back.
Damage and Product Issues
Please inspect your order promptly upon receipt.
If your item appears defective, damaged, incorrect, or incomplete, please contact us as soon as possible.
MAOGOUBLUE may request supporting evidence, including:
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Full product photos
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Close-up photos of the issue
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Photos of the outer packaging
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Photos of the shipping label
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Video evidence
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Measurement photos
The following are not considered manufacturing defects:
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Chewing or biting
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Scratching or clawing
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Excessive pulling
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Improper use
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Incorrect adjustment
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Incorrect size selection
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Improper washing or soaking
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Use of unsuitable detergents
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Accidental damage
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Normal wear and tear
Minor differences in color, texture, stitching, measurements, or appearance caused by screen settings, lighting, production batches, or natural material characteristics are not considered defects.
If MAOGOUBLUE confirms a valid issue, we will determine an appropriate solution based on the specific circumstances.
Possible solutions may include:
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Replacement
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Reshipment
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Partial refund
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Full refund
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Store credit
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Another reasonable solution
Where permitted by applicable law, MAOGOUBLUE may determine the most appropriate remedy.
Exchanges
Exchange requests are subject to review and product availability.
International orders are generally not eligible for direct exchanges.
For eligible orders, customers may return the original product and purchase the desired replacement separately.
We cannot guarantee that the requested size, color, or style will remain available while the return is in transit.
Non-Receipt of Items
If your package has not arrived by the estimated delivery date, please contact us within 10 days after the estimated delivery date.
Before contacting us, please check with:
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Neighbors
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Roommates or family members
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Reception or building management
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Parcel lockers
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The local carrier
If tracking confirms that the package was successfully delivered to the shipping address provided by the customer, the order will generally be considered fulfilled.
Except where otherwise required by applicable law, MAOGOUBLUE is generally not responsible for packages that are lost, stolen, misplaced, or taken after carrier-confirmed delivery.
Carrier-confirmed delivered packages do not automatically qualify for a refund, replacement, reshipment, store credit, or reward points.
MAOGOUBLUE may review delivery claims individually but does not guarantee compensation.
Incorrect or Incomplete Shipping Information
Customers are responsible for providing complete and accurate shipping information.
MAOGOUBLUE is not responsible for delivery failures, delays, losses, returned parcels, or additional charges caused by incorrect or incomplete customer-provided information, including:
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Incorrect street address
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Missing apartment or unit number
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Incorrect postal code
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Incorrect city, state, or country
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Incorrect recipient name
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Incorrect phone number
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Missing local delivery information
If a parcel is returned due to an incorrect address, refusal of delivery, failure to collect the package, repeated failed delivery attempts, or unpaid customs charges, any additional shipping or handling costs may be the responsibility of the customer.
Original shipping fees and other non-recoverable costs may be deducted from any approved refund where permitted by applicable law.
International Returns
For all international returns, please contact:
International customers are generally responsible for:
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Return shipping costs
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Customs duties
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Import taxes
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Brokerage fees
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Clearance fees
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Other return-related charges
Where applicable, international returns should be shipped DDP — Delivered Duties Paid.
MAOGOUBLUE may refuse return packages that arrive with unpaid duties, taxes, customs charges, or other fees.
The customer remains responsible for the return package until it is physically received at the authorized MAOGOUBLUE return location.
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible.
Cancellation requests submitted within 24 hours of purchase may be accepted if the order has not already entered processing, packing, fulfillment, or shipment.
A cancellation request is not considered successful until MAOGOUBLUE confirms the cancellation.
If the order has already entered processing or shipment, cancellation may no longer be possible.
Promotions, Bundles, and Free Gifts
If a return causes the remaining order to no longer qualify for a promotion, bundle discount, free shipping offer, or free gift, MAOGOUBLUE may recalculate the order value based on the items retained by the customer.
Where permitted by applicable law, any resulting price difference may be deducted from the refund.
Chargebacks and Return Abuse
If you experience an issue with your order, we encourage you to contact MAOGOUBLUE Customer Service before filing a chargeback or payment dispute.
In the event of a chargeback or payment dispute, MAOGOUBLUE reserves the right to provide relevant evidence to banks, PayPal, credit card companies, payment processors, or dispute-resolution providers.
Such evidence may include order records, customer communications, tracking information, delivery confirmation, return records, refund records, photographs, and other relevant information.
Where permitted by applicable law, MAOGOUBLUE reserves the right to refuse or restrict returns, refunds, exchanges, promotional benefits, or future purchases in cases involving suspected fraud, false claims, repeated excessive returns, refund abuse, chargeback abuse, promotional abuse, or misrepresentation of product condition.
Contact Us
For any return, refund, or after-sales questions, please contact:
MAOGOUBLUE Customer Service
Email: help@maogoublue.com
Please do not send any return package until you have received return approval and the correct return address from MAOGOUBLUE.
Nothing in this policy is intended to limit or exclude any consumer rights that cannot legally be excluded or restricted under applicable law.