Last updated: October 28, 2026
Before you start:
This policy is for sending back an item that arrived exactly as ordered. If something is wrong with what you received, it is damaged, defective, incorrect, or incomplete. Please do not start a return. Our Refund & Replacement Policy covers you there, and in most cases you will not need to send anything back at all.
1. What can be returned
You can return: non-personalized mahjong sets and tiles (no custom details), if you change your mind. See Section 3 for the terms.
You cannot return
Personalized items. Anything engraved, printed, or assembled to details you provided is made to order for you and cannot be sold to anyone else, so it is final sale. If you have changed your mind about a personalized item, please still get in touch; we will send you a discount code to use on a future order.
Mats, racks, cases and dice. Once these have been dispatched, they cannot be resold, so if one of them arrives faulty, that is covered by Section 2, and there is nothing for you to send back.
2. If your item arrived faulty, damaged, incorrect, or incomplete
Do not start a return. Whether or not your item was personalized, our Refund & Replacement Policy covers you, and in most cases you will not need to send anything back to us at all.
Send us your order ID and the evidence listed in that policy, and we will put it right at our cost. Where an item has been damaged or is no longer usable, we will not ask you to post it back; you are welcome to keep or dispose of it.
3. If you have changed your mind
If there is nothing wrong with the item and you simply no longer want it, a non-personalized mahjong set or set of tiles may be returned on the terms below.
What you receive: we refund 50% of the product price. The original shipping charge is not refunded, and you pay the cost of sending the item back to us.
Both conditions must be met:
(a) The item must come back intact: unused, complete, in its original packaging, with the protective shrink wrap around the tiles still sealed and unopened. Items that are used, incomplete, or no longer sealed cannot be refunded.
(b) You must request the return within 30 days of the delivery date recorded by the carrier. For items delivered between November 15 and December 25, you have until January 15.
How to start a return
Tell us. Contact us on live chat or at [email protected] within 30 days of delivery, with your order number, the reason for your return, and evidence listed on the Refund and Replacement Policy. Your request only needs to reach us within those 30 days — the steps below can run past that date.
We review your case. We will come back to you within 3 business days. We look at every return individually, because in a good number of cases we can settle things without you posting anything back to us at all. If that applies to you, we will tell you, and you will not need to go any further.
If a return is needed, we send you the details. That email is your return authorisation, and it carries the address, what to put in the parcel, and how to label it. Please do not send anything back before you have it — unauthorized returns cannot be accepted, and we are not able to refund a parcel we were not expecting.
Send it with tracking. Pack the item in its original packaging and use a tracked service. We cannot refund a return that does not reach us, and until it does, the item remains your responsibility.
We inspect and refund. Once your return arrives, we inspect it and email you the outcome within 3 business days. Approved refunds go to your original payment method and are processed as described in our Refund & Replacement Policy.