Return policy

Customers may request a return or exchange within 30 days after receiving the order.

To be eligible for a return, products must be unused, in their original condition, and include the original packaging, accessories, and any included documentation.

• Eligible Returns: Unused products, incorrect items, defective products, or items damaged during delivery.
• Return Request: Please contact us before returning any product. Returns sent without prior confirmation may not be accepted.
• Inspection: Returned products will be inspected after arrival to confirm eligibility.

For hygiene, customization, and product protection reasons, some items cannot be returned.

Return shipping responsibility depends on the reason for the return.

• Product Defect or Wrong Item: If the product arrives damaged, defective, or incorrect due to our error, we will cover the reasonable return shipping cost or provide an appropriate solution.
• Change of Mind or Personal Preference: If you return an item because you changed your mind, selected the wrong product, or no longer need it, the return shipping cost will be paid by the customer.
• International Returns: Customers are responsible for any international shipping fees, customs charges, or import-related costs unless the return is caused by our mistake.

Any additional payment processing fees, currency conversion fees, or bank charges charged by payment providers are not controlled by us and may be deducted from the final refunded amount where applicable.

After we receive your returned item, our team will inspect the product condition. Once the return is approved, your refund will be processed to the original payment method.

• Inspection Time: Usually completed within 3 business days after receiving the returned item.
• Refund Processing: Approved refunds are normally issued within 5–7 business days after approval.
• Bank Processing Time: The time required for funds to appear in your account depends on your bank, credit card provider, or payment platform.

You will receive a confirmation email once your refund has been processed.

If you receive a defective, damaged, or incorrect item, we can arrange a replacement after reviewing your request.

For exchanges caused by personal preference, product selection mistakes, or size/color changes, customers may be responsible for return shipping costs and any price difference between products.

To request a return or exchange, please contact our customer service team with the following information:

• Your order number
• Product name and quantity
• Reason for return or exchange
• Photos or videos if the item has a quality issue

Our team will review your request and provide return instructions.

Please do not send returns before receiving confirmation from our customer service team.

Approved returns should be shipped to:

If you have any questions about returns, refunds, or your order, please contact our support team.

• Email: support@macyshouse.com
• Phone / WhatsApp: +86 139 5801 3873
• Business Address: Rm 1014, 177 Gongwang St, Fuchun Subdistrict, Fuyang District, Hangzhou, Zhejiang, China