Return and Refund Policy
At The Maple Gents, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may request a return within 30 days of delivery, subject to the conditions outlined below.
30-Day Return Policy
You can request a return within 30 days from the date your order was delivered.
To be eligible for a return, the item must:
- Be returned in its original condition;
- Be unworn, unused, and unwashed;
- Include all original tags, labels, and packaging where applicable; and
- Show no signs of wear, damage, alteration, or use caused after delivery.
We reserve the right to refuse a return or reduce the refundable amount where an item is returned in a condition that does not meet the requirements above, subject to applicable consumer protection laws.
How to Request a Return
All returns must be registered with our customer service team before the item is sent back.
To request a return, please contact us at info@themaplegents.com and provide:
- Your order number;
- The email address used to place your order;
- The item(s) you would like to return; and
- The reason for the return.
Our customer service team will provide you with the appropriate return instructions.
Please do not send a return without first contacting our customer service team.
Return Shipping Costs
If you are returning an item because you ordered the wrong product or size, the item does not fit, you changed your mind, or you no longer want the product, you are responsible for the return shipping costs.
We strongly recommend using a tracked shipping service and keeping your shipping receipt and tracking information until your return has been completed.
If an item is confirmed to be faulty, defective, damaged in transit, or incorrect due to an error on our part, you will not be responsible for reasonable return shipping costs where a return is required.
Faulty or Defective Items
If you receive a faulty or defective item, please contact our customer service team as soon as possible.
Please provide:
- Your order number;
- The name of the affected item;
- A clear description of the issue; and
- Clear photographs showing the fault or defect.
Our customer service team will review the information and provide you with the appropriate next steps.
Items Damaged During Delivery
If your parcel or product arrives damaged, please contact us as soon as possible and preferably within 7 days of delivery.
Please provide your order number along with clear photographs of the damaged product and, where relevant, the external packaging. This information helps us investigate the issue and determine the appropriate resolution.
Nothing in this policy limits any rights you may have under applicable consumer protection laws regarding damaged, defective, or non-conforming goods.
Incorrect Items
If you receive an item different from the one you ordered, please contact us as soon as possible.
Please provide:
- Your order number;
- The name of the item you ordered;
- The name or description of the item you received; and
- A clear photograph of the item you received.
Once we have reviewed the issue, our customer service team will provide instructions for resolving the problem.
Exchanges
We currently do not offer direct exchanges.
If you would like a different size, colour, or product, please return the original item in accordance with this policy and place a new order for your preferred item.
If you received an incorrect, damaged, or defective item, please contact us before placing another order so that our customer service team can provide the appropriate resolution.
Refunds
Once your return has been received and inspected, we will notify you regarding the status of your refund.
If your return is approved, the refund will be processed to your original payment method. We aim to process approved refunds within 14 days after receiving the returned item.
After a refund has been issued, your bank, card issuer, or payment provider may require additional time to post the funds to your account. These processing times are outside our control.
Original shipping charges, if any, and return shipping costs are generally not refundable for change-of-mind returns, except where required by applicable law or where the return results from an error on our part.
Return Address
Do not return an item before contacting our customer service team and receiving return instructions.
Approved returns will be directed to the following return location:
2nd Floor, Building 9
No. 887 Changchun West Rd.
China (Zhejiang) Pilot Free Trade Zone
Jindong District, Jinhua, Zhejiang
China
Please note that our return location is different from our business office in the Netherlands. The return address above is used for processing returned merchandise.
Changes and Cancellations
To cancel your order, please contact us at info@themaplegents.com within 1 hour of placing your order. After this period, cancellation may not be possible if processing has started.
Once an order has been processed, it cannot be cancelled. For full details, please see our Cancellation Policy.
Contact Us
If you have any questions about a return, refund, damaged item, or incorrect order, please contact our customer service team:
Email: info@themaplegents.com