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Return Policy

Last updated: June 14, 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:

Non-personalized items may be returned: stock mahjong sets, mats, racks, cases and dice with no custom details.

Personalized items cannot be returned. 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. Every product page states which category the item belongs to, so you always know before you buy.

2. Return window

You have 30 days from the delivery date recorded by the carrier to request a return.

Holiday orders

For items delivered between November 15 and December 25, the return window runs to January 15, so a gift bought early is still covered.

3. Condition your item must be in

Merchandise must be unused, complete, and returned in its original condition and original packaging. Proof of purchase is required.

You are welcome to open the shipping carton and the product's outer box to inspect a mahjong set — that does not affect your return. For a full refund, the protective shrink wrap or sealed packaging directly surrounding the tiles must remain intact, sealed and unopened.

If that seal has been opened or removed, the set can still be returned, but a 15% restocking fee is deducted from your refund, because the tiles can no longer be sold as new. Sets returned incomplete, washed, played with, or with missing components are not eligible for a refund.

4. How to start a return

Contact us on live chat or email support@mahstead.com with your order number and the reason for your return. We will confirm whether the item is eligible and send you return instructions.

Please do not send anything back before we approve it. Unauthorized returns cannot be accepted, and we are not able to refund a parcel we were not expecting.

5. Who pays for shipping

For a return caused by a change of mind, or for any reason unrelated to a defect, damage or a Mahstead error, you pay the return shipping and the original outbound shipping charge is not refunded.

We recommend a tracked service. We cannot refund a return that does not reach us, and until it does, the item remains your responsibility.

If your item was defective, damaged or incorrect, none of the above applies; we email you a prepaid return label and refund the original shipping as well. See our Refund & Replacement Policy.

6. Refunds on returned items

Once your return reaches us we inspect it and email you the outcome within 3 business days. Approved refunds go back to your original payment method and are processed as described in our Refund & Replacement Policy.

7. Changed your mind about a personalized item?

A personalized item cannot be returned, refunded, or replaced, because it was made for you alone. Please still get in touch; we will send you a discount code to use on a future order. If anything about the set looks different from what you expected, send us a photo, and we will check it against your order confirmation to make sure nothing went wrong on our side.

8. Exchanges

We do not offer exchanges. If you would like a different item, please return the original under this policy and place a new order — that way your new item ships straight away rather than waiting for your return to arrive.