Returns & After-Sales Service

Q: If I am not satisfied with the received product, can I return or exchange it? What is the time limit? What is the process?

A:Returns and exchanges can be requested if specific criteria are met. The detailed time limits and process requirements are as follows:

Eligibility Criteria for Returns & Exchanges

Time Limit：

A return or exchange request must be submitted within 30 calendar days from the date when the logistics company’s system shows “Delivered”. If there is a discrepancy between the system date and the actual delivery date, the date of signature on the logistics waybill shall prevail.

Product Requirements：

Unopened and unused products: The product and its accessories must be free of usage traces (e.g., no writing or drawing marks on stationery, no scratches or stains on fun decorative items, no assembly or disassembly of festive supplies), and the product itself must be undamaged.

Intact original packaging: The product’s outer carton, inner shockproof film, accessory bags, and labels (such as product certification labels and price tags) must all be retained without tearing, folding, or soiling. Returns sent only in an express bag (without the original packaging) will be rejected by the warehouse.

Intact labels: The product’s quality inspection labels, safety warning labels, and brand labels must not be torn or altered. Customized products are exempt from this requirement (however, customized products have separate return and exchange restrictions).

Scenarios Ineligible for Returns & Exchanges

Customized products: Including but not limited to stationery printed with exclusive logos, decorative items with personalized text, and festive supplies in customized colors. Due to their uniqueness, customized products cannot be resold, so returns and exchanges are not supported.

Festive supplies ordered within 7 calendar days before the holiday: For example, Christmas decorations ordered after December 18 (since Christmas is on December 25); Halloween props ordered after October 24 (since Halloween is on October 31). As the holiday approaches, returned products cannot be resold in a timely manner, so returns and exchanges are not supported.

Products damaged due to personal use: For example, resin decorations cracked from accidental drops, stationery deformed due to improper storage, or festive supplies torn from incorrect assembly. Such damage is not caused by product quality issues, so returns and exchanges are not supported.

Before returning the product, please send an email to susheng@maiyemagic.com; otherwise, we will not process your request. Our customer service team will review the application and supporting documents within 24 hours. Upon approval, you will receive an email containing an exclusive return address and a return notice (which must be printed and attached to the outer carton of the return package). Do not send the return to any other address, as this may result in failure to receive the package and delay the return process.

Q: Do I need to bear the shipping cost for returns/exchanges? How long does it take to receive a refund?

A:The responsibility for return/exchange shipping costs and refund timeline is determined based on the reason for the return/exchange, with clear and transparent rules:

1、Responsibility for Return/Exchange Shipping Costs

Scenario 1: Return/Exchange due to product quality issues

(e.g., the product is damaged upon receipt, the received product does not match the order (wrong model, missing accessories), or the product material is inconsistent with the description)

Cost Responsibility: We will cover all return shipping costs, but you need to pay the amount in advance. The maximum reimbursement for shipping costs is $15; if the actual shipping cost exceeds $15, you will be responsible for the excess amount.

Reimbursement Process: After the return package is confirmed as received (you can check the receipt status via the logistics tracking number), please send an email to susheng@maiyemagic.com. The email must include your order number, return logistics tracking number, and a screenshot of the shipping cost voucher (e.g., USPS payment voucher, which must clearly show the payment amount and transaction time). Our customer service team will verify the voucher within 3 working days and refund the shipping cost to your original payment account.

Scenario 2: Return/Exchange due to personal preference reasons

（例如“不喜欢产品款式”、“产品尺寸不符合个人期望”、“购买意向改变”）

费用责任：您将负责所有退货运输费用，包括将产品从美国运送到中国深圳的费用。

物流建议：建议选择USPS经济物流。运费约为5-10美元，并提供全程物流追踪，避免包裹丢失风险（如果您使用没有追踪信息的包裹，我们无法确认退货状态，也无法处理退换货）。请勿使用普通邮件（例如，没有追踪功能的USPS First-Class Mail），因为普通邮件没有追踪功能，我们无法确认包裹是否已收到。

2、退款时间

开始退款的时间

收到退货包裹后，我们将进行质量检查（检查产品是否符合退货条件以及所有配件是否齐全）。检查合格后，我们将在3-5个工作日内启动退款流程。我们将通过电子邮件通知您检查结果（通过/未通过）；如果检查不合格（例如，产品上有使用痕迹），仓库将退回产品，并且不予退款。

退款到账时间

PayPal付款：退款将在1-3个工作日内存入您的PayPal账户。退款成功后，PayPal会向您注册的邮箱发送官方通知邮件，您可以在PayPal余额或交易记录中查询退款金额。