Our Quality Commitment

At MAHJ, quality is not an afterthought — it's built into every stage of our manufacturing process. Every order goes through our 4-stage quality control inspection (detailed on our Shipping & Quality page) before it leaves our facility.

We are committed to ensuring that every set you receive meets the specifications agreed upon during the sampling and approval phase.

Defect & Damage Policy

Manufacturing Defects

If you receive products with manufacturing defects — including but not limited to incorrect engraving, color mismatches from the approved sample, broken or chipped tiles, or dimensional inaccuracies — we will:

• Replace defective items at no additional cost on your next order, or
• Ship replacement items separately if the defect affects more than 5% of the order, or
• Issue a partial refund proportional to the defective quantity

Claims must be filed within 14 days of delivery with photographic evidence of the defect.

Shipping Damage

If products arrive damaged due to shipping:

• Document the damage with photos before opening all packaging
• Contact us within 7 days of delivery
• We will file a claim with the shipping carrier and either replace or refund the damaged goods

All shipments include export-grade packaging designed to withstand international transit. For high-value orders, we recommend cargo insurance (available upon request).

Sample Approval Process

For custom OEM orders, we follow a strict sample approval process to prevent quality issues:

• Pre-production sample — You receive and approve a physical sample before mass production begins
• Written approval — Production only starts after you confirm the sample meets your requirements
• Production matches sample — Our QC team verifies that the production batch matches the approved sample

This process ensures that the final product matches your expectations. Any deviation from the approved sample is covered under our defect policy.

Return Conditions

Due to the custom nature of most orders, please note the following:

• Custom/OEM orders — Cannot be returned unless defective or not matching the approved sample
• Standard catalog orders — May be returned within 14 days of delivery in original, unopened packaging. Buyer is responsible for return shipping costs
• Sample orders — Non-refundable, as they are provided at or below cost for evaluation purposes

How to File a Claim

To initiate a return, replacement, or refund claim:

• Email hello@lukmaj.com with your order number and description of the issue
• Include clear photos showing the defect or damage
• Our team will respond within 12 hours with a resolution proposal

We are also available via WhatsApp for urgent matters.

Payment Protection

For orders placed through our Wholesale Portal Alibaba International store, your purchase is protected by Alibaba Trade Assurance, which provides:

• On-time shipment guarantee
• Product quality protection
• Secure payment processing
• Dispute resolution support