- Return window: 14 days from delivery, for eligible items
- Unopened: full refund, in the original packaging with every accessory
- Opened: store credit only, less a 15% restocking fee
- Return shipping: paid by you, unless the item is damaged, defective or incorrect
- Not returnable: promotional purchases, and monogrammed or personalised items
- How to start: email contacts@mahjongimperial.com
1. Return Window
Eligible items may be returned within 14 days of delivery. The window runs from the day the carrier records your parcel as delivered, not from the date of purchase.
2. Unopened Items
An item that is new and unopened is refunded in full, provided it is returned in its original packaging with all of its accessories.
3. Opened Items
An item that has been opened may still be returned within the same 14 days, but for store credit only, and a 15% restocking fee is deducted.
4. Return Shipping Costs
Return shipping is paid by the buyer. The one exception is an item that arrives damaged, defective or incorrect: in that case we cover the cost of the return.
5. Items That Cannot Be Returned
No return or refund is offered on:
- items bought during a promotion;
- monogrammed or personalised items, including any mat ordered with initials other than our house monogram.
These are made or priced for you specifically, which is why they cannot be resold.
6. Damaged, Defective or Incorrect Items
Contact us within 7 days of delivery at contacts@mahjongimperial.com with your order number, a description of the problem and photographs.
We will put it right with a replacement, store credit or a refund, and we pay the return shipping.
7. Purchases From a Reseller
If you bought your item from a reseller rather than from mahjongimperial.com, the return has to be handled directly with that reseller.
8. How to Start a Return
- Email contacts@mahjongimperial.com with your order number and the reason for the return, within 14 days of delivery. If the item arrived damaged, defective or incorrect, attach photographs.
- We reply within 2 business days with the return address and instructions.
- Pack the item securely, with its accessories, and send it back.
- Once it arrives and has been inspected, we issue the refund or the store credit that applies to your case.
9. Contact
For any question about a return or a refund:
Email: contacts@mahjongimperial.com
Response time: within 2 business days
Mahjong Imperial