Refund policy

Return & Refund Policy

Order Cancellation

We accept order cancellations before the product is shipped or production has begun. If the order is successfully cancelled, you will receive a full refund. If the product has already started production or has been shipped, we will be unable to cancel the order for you.

Returns

We accept product returns (excluding custom items). Customers have the right to apply for a return within 14 days after receiving the product (excluding custom items), and the return shipping fees as well as any incurred return costs shall be borne by the consumer.

Custom Item Notice: All custom orders are non-returnable by default.

Return Conditions: To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Non-Returnable Items: The following items do not qualify for returns: items that have been used, installed, or artificially damaged; items with missing packaging, accessories, manuals, or free gifts due to consumer reasons; items that exceed the 14-day return application period; and items that are legally exempt from no-reason returns by laws and regulations.

Proof of Purchase: To complete your return, we require a receipt or proof of purchase.

Product Inspection: Please inspect the product as soon as possible after receiving it. If you find any shipping damage, missing parts, or receive an incorrect item, please contact our customer service within 48 hours of delivery and provide your order number and product photos so we can resolve it as quickly as possible.

Shipping Instructions: Please make sure to contact our customer service first to ensure that you send the package to the correct address.

Notes: Custom-order or personalised items do not enjoy a 14-day no-reason refund. If the return is caused by the consumer, the consumer shall bear the return shipping fees and various hidden costs generated by the return (such as express fees, customs duties, handling fees, etc.). The specific shipping fee depends on the express company you choose. If the goods received are damaged or incorrect due to our reasons, the consumer is not required to bear the return shipping fee for this reason. No restocking fee will be charged to the consumers for the return of a product.

Exchanges

In principle, we do not currently provide direct exchange services. If you need to exchange an item, please apply for a return first (subject to return conditions), and place a new order for the required item after the refund is completed. If an exchange is necessary due to our reasons (such as sending the wrong item or product quality issues), please contact our customer service and we will handle it for you free of charge.

Refunds

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If your application is approved, your refund will be processed. Upon passing the review, we will process the refund within 3-5 business days. The time it takes for the refund to arrive depends on your payment institution, which usually takes 5-15 business days.

Refund of Shipping Fees: Shipping fees paid on the original order are non-refundable.

Refused Packages: Any return shipping fees, warehousing fees, or other costs arising from refusing a package will be borne by the consumer.

Late or Missing Refunds

 If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank, as there is often some processing time before a refund is posted. All refunds will be issued back to your original method of payment; we cannot issue refunds to alternative accounts.

If you have completed all of these steps and still have not received your refund, please contact us at support@machinesso.com.Get Return Address: Please be sure to contact our customer service email at support@machinesso.com to obtain the correct return shipping address.