Refund & Replacement Policy
Last updated: June 14, 2026
If something is wrong with what you received, it arrived damaged or defective, it is the wrong item, something is missing, the personalization does not match the details shown on your order confirmation, or the parcel never arrived, this is the policy that covers you. It applies whether or not your item was personalized. If something is our fault, we fix it quickly and at our cost.
If your item arrived exactly as ordered and you simply want to send it back, this is not the right policy — please see our Return Policy instead.
1. Claim windows
• Quality claims (manufacturing defect, damage on arrival, wrong item, personalization that does not match the details shown on your order confirmation): 30 calendar days from the delivery date recorded by the carrier.
• Missing or short-count components (tiles, racks, dice): 7 calendar days from the delivery date. Please count yours when your set arrives.
• Packages not received: see Packages not received below.Claims submitted after these windows cannot be accepted.
Holiday orders
For orders delivered between November 15 and December 25, the missing or short-count window runs to January 10 and the quality claim window runs to January 15. Gifts are often not opened until the day, and you should not lose your cover because of that.
2. How we classify and resolve a claim
Tier A — Our responsibility
A manufacturing defect; damage that occurred before delivery; the wrong item shipped; something missing from your order; or personalization that does not match the details shown on your order confirmation.
Resolution: a free replacement of the affected component, or a refund where a replacement is not possible. There is no cost to you, and where a return is needed, we send you a prepaid label. Contact us on live chat or at support@mahstead.com with the photos listed under Evidence we need below.
Tier B — Outside our control
The order was produced and shipped correctly, but something happened that was not on our side: the personalization we printed matches what you submitted; the shipping address you entered was incorrect or incomplete; a delivery was refused; or the item was damaged, stained, or broken after delivery, or cleaned or stored in a way our care guide warns against.
Resolution depends on the situation:
• If the personalization we printed matches the details on your order confirmation, the item is final sale and cannot be returned, refunded, or replaced. Please still get in touch; we'll send you a discount code to use on a future order. See our Return Policy, Section 7
• If the shipping address was incorrect or incomplete and the parcel comes back to us, we will reship it once you give us a corrected address, and you will cover the reshipping cost.
• If a delivery was refused and the parcel is returned to us, we refund the product value once we receive it. Outbound shipping is not refunded.
• If the item was damaged, cleaned, or stored in a way listed under What is not covered below, we are not able to replace or refund it, but we are always happy to advise on care and to quote for replacement components.
3. We replace the component, not the whole order
A cracked tile is replaced with that tile. A damaged rack is replaced with that rack. A defective mat is replaced with that mat. We replace a complete set only where the defect affects the set as a whole. Replacement components are matched to your original design and finish, though because tiles are produced in batches, we cannot guarantee an exact colour match to a set made earlier.
We resolve one claim per product line per order. If a replacement component also arrives with a verified defect, we will issue a refund rather than send a third shipment. Where a pattern of repeat or unsubstantiated claims appears on an account, we may review it individually before issuing any resolution. We will always explain our decision, and this does not affect your rights under the consumer protection laws of the state where you live.
4. Evidence we need - Refund condition
Every claim needs all of the following:
* One unboxing video needs to be:
• One continuous take, unedited and without cuts
• Started before the parcel is opened, showing the shipping label and all sealed edges of the outer box
• Filmed through the whole opening, with every item lifted out and shown to the camera
• For tile sets, end with all tiles laid out flat so they can be counted
• One continuous take, unedited and without cuts
• Started before the parcel is opened, showing the shipping label and all sealed edges of the outer box
• Filmed through the whole opening, with every item lifted out and shown to the camera
• For tile sets, end with all tiles laid out flat so they can be counted
* One photo of the whole item on a flat surface in natural light
* One close-up photo of the issue
* One photo of the shipping label or packing slip showing your order number
For missing or short-count claims, please also send one photo of all tiles laid out so they can be counted, and one photo of the inside of the shipping box. For damage in transit, please also send one photo of the outer box as it arrived.
Send these to support@mahstead.com or through live chat. If anything is missing, we will ask you for it and keep your claim open — we will not close it while we are waiting on you. The claim windows above still apply, so please send what you can as soon as you spot the issue.
5. What is not covered
• Accidental damage, drops, spills, pets or children
• Normal wear, surface scratches or loosening from use
• Fading or material change from prolonged sun or heat exposure
• Damage from soaking, dishwashers, alcohol, acetone, bleach or abrasive cleaners
• Any modification, engraving or repair carried out after delivery
• Natural variation in mother-of-pearl, gemstone and marbled acrylic. Veining, translucency, pattern and depth of colour differ from tile to tile and from set to set. This is a property of natural and hand-poured materials, not a defect
• Minor differences between on-screen colours and the finished product
• Anything reported outside the claim windows above
6. Packages not received
Standard shipping is not a guaranteed-date service. We can open a lost-package claim once the following has passed:
• United States: 10 business days past the last estimated delivery date, or 7 business days with no tracking movement.
• International: 20 business days past the last estimated delivery date.
Claims must be filed within 30 days of the ship date for US orders, and within 60 days of the ship date for international orders. After that, carrier tracking data expires and we are no longer able to investigate.
If tracking shows your package as delivered
The order is considered fulfilled. We will request a proof of delivery, open a carrier investigation on your behalf and share the result with you. Packages confirmed as delivered are not automatically eligible for a refund or a replacement.
Please first check with everyone at the delivery address, your building manager or mailroom, and around your property. Where theft is suspected, the carrier may require a police report.
Please first check with everyone at the delivery address, your building manager or mailroom, and around your property. Where theft is suspected, the carrier may require a police report.
If the address you provided was incorrect or incomplete
We are not able to refund the order. If the parcel is returned to us we will reship it once you give us a corrected address and cover the reshipping cost.
7. Refund processing
Approved refunds are issued to the original payment method within 3 business days of approval. Your bank then needs additional time to post the funds:
- Up to 10 business days for credit and debit cards
- 3 to 7 business days for PayPal.
Original shipping charges are refunded only where the fault was ours. If an approved refund has not appeared after these timeframes, please contact your card issuer.
8. Before you open a payment dispute
Please contact us and allow 5 business days for a response before opening a dispute or chargeback with your bank or with PayPal. Almost every case is resolved faster directly with us. If a dispute is opened while a claim is open with us, we will close the claim and respond through the payment provider instead, submitting the order record, carrier tracking, proof of delivery and our full correspondence.
Contact
Email us at support@mahstead.com
OR Livechat 24/7
+1 (361) 264-4881·
845 W 50th St Los Angeles, CA, 90037
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