Returns
If you purchase or receive products directly from our website and want to return them, you can return them without reason within 30 days after purchase. The returned items must be intact and unused. Contact us to start returning goods and send us the original package of the product:
Tel: +(1)(443)264-1655
Address: 10220 S Dolfield Rd Owings Mills, Maryland，211173612
Please make sure about including your order number and return reason on the packing list. Mrwbroker is not responsible for the return freight. If the return is due to quality problems, please go through service@mrwbroker.com.
Contact us for warranty claims. We will process and return your goods within 1-2 working days from the date of receiving your goods in our warehouse. All returns and exchanges that have not been approved in advance will not be handled.
Return and exchange process
If you need to return or exchange goods, please keep your delivery list properly and ensure that your order meets the return and exchange standards. You can contact customer service to apply it:
1. Apply for return and replacement
Within 30 days from 0:00 on the next day after you receive the goods (subject to the express receipt time), log in to the Mrwbroker website and contact us by phone and email to submit the return application.
2. Fill in the return reason
Please explain the products you need to return and exchange, the reasons for return and exchange, the quantity of return and exchange, the description of return and exchange, and upload the voucher.
3. To be reviewed by customer service
After you submit the return application, the customer service audit is expected to take 1-2 business days.
Standards
- The returned goods shall not be used, or damaged so that it will not affect the secondary sales status;
- Wholesale products and goods purchased in a limited time are not under the conditions for return and refund;
- We support you to cancel the order within half an hour after placing the order. Orders that have been processed and shipped cannot be canceled because we cannot retrieve them from the package stack. We will refund within 1-2 working days after receiving the goods and confirming that they are correct;
- If you want to return the goods for your own reasons after receiving the goods, you need to apply and return the goods after receiving the goods. This part of the freight needs to be borne by yourself；
- Note: goods must meet our return standards before they are eligible for return. After the return application is approved, you can check the refund progress in the payment account you used at the time of purchase. Generally, the exact time of refund depends on your payment method, so please be patient and do not rush. If the transportation time exceeds 60 business days, you can directly apply for the refund or resend. If you have anything questions, you can contact us in time to help you solve them.
Return and exchange mailing instructions
Please note that we do not accept cash on delivery returns.
If the goods are returned or replaced not due to product quality, such as dislike, inappropriate size, or slight color difference between goods and pictures, the postage shall be borne by you. If we determine that the reason for the return and replacement can be attributed to our product quality problems, errors, omissions, losses, etc., the round-trip freight will be borne by us (not exceeding the official standard of ordinary express delivery charges). You only need to upload the relevant unpacking videos and pictures to verify the above problems. If it is not for our reason, we also support the return and replacement of goods to solve the problem, and postage shall be borne by you. We do not charge relisting fees.
Damaged, defective, or mismailed items
If you return the goods because of damage, defects, or incorrect products, please contact us at +(1)(443)264-1655. Our working hours are from 9 a.m. to 5 p.m. (Eastern standard time) Monday to Friday or service@mrwbroker.com. We will send you the return authorization shipping label by email. The return of damaged or defective goods will be returned through the original route at the price of the product at the time of purchase.
Although we are committed to providing you with quality service and products, due to the nature of ceramic items, they may be bumped during transit. If you receive a broken item, please send a claim to our email address – service@mrwbroker.com along with a video of unpacking. We will deal with it as soon as possible. Thank you for your support.