Aftersales Policy (Mazify Shop)

Aftersales Service Terms

1. Product Lost or Stolen

If any of the following issues occur, we provide a 7-day aftersales service from the time the parcel is received:

  • Delivery failure: If a signed/delivered parcel is unclaimed by your customer or there is an issue with the tracking info (incorrect/insufficient address, unknown recipient, lack of contact details, etc.), the parcel will be returned to the local processing center. We can arrange redelivery within 7 days for a fee of $15 USD per parcel, provided an updated address is provided (same country). If redelivery fails, the order will be closed, and aftersales service will no longer be available.

2. Clarification on Mismatched Delivery Addresses

For products shipped through Mazify Shop, deliveries are made directly to the end customers. If the shipping address provided by the seller differs from the address in the system, the latter is always considered authoritative. If a seller can provide proof that the end customer did not receive the order, they can request a refund or replacement.

3. Missing/Incorrect/Stolen Products

If the product is missing or incorrect, or if the entire parcel is lost, we will issue a refund if the seller has already refunded the customer. The seller must provide proof of refund to the end customer before we issue a refund. Alternatively, we can arrange reshipment for free under the following conditions:

  • If only one product is missing, the customer must provide a photo of all items received with the shipping label.

  • If the product is incorrect (wrong size/item), a photo of all items received with the shipping label is required.

  • If the entire parcel is lost, proof of refund to the customer is required (photo).

4. Damaged or Defective Products

If the customer receives a damaged or defective product, we will issue a full refund (product + shipping costs) or reship the item, provided it's within 7 days of delivery. Proof of damage (photo or video), the shipping slip, and barcode are required. Scratches and dents are not covered by our damage policy.

5. Customized Products

Due to the costs of sourcing specific materials for customized products, all customized orders are non-refundable once payment is made. However, if there's a clear quality issue, a remake may be requested.

6. Force Majeure

We are not responsible for shipment delays caused by force majeure events such as natural disasters, strikes, or war.

Long Shipping Times

For orders shipped through Mazify Shop branded shipping options (Standard, Economy, Expedited, etc.), if delivery occurs 30+ days after the estimated shipping time, we will offer a refund or reshipment. Orders shipped using non-branded options are not eligible for aftersales service.

Remote Areas & PO Boxes

Orders to PO Boxes or remote areas are not eligible for aftersales services due to delivery and timeliness issues.

Other Conditions

We will not be able to provide aftersales services if the customer refuses the parcel or if other unmentioned conditions occur.

Refund and Reshipment Process

  • Refund: Processing time takes around 7 business days after we accept your refund request. The refund will be returned through the original payment method.

  • Reshipment: After approval, we will start processing the reshipment within 3 business days. A new tracking code will be provided.

For Consolidated Shipping Orders

For consolidated shipping orders (such as sea freight), the standard 7-day aftersales policy does not apply. These orders will be handled on a case-by-case basis.

For any refund or reshipment requests, please contact your dedicated agent.