Refund policy

Last updated: October 24, 2026

At Mahjloom, we want every set, mat, and accessory to become part of your game nights for years to come. If something isn’t right with your order, we’re here to help.

1. Return Window
We offer a 30-day return policy. You may request a return within 30 days from the delivery date.

2. Eligibility for Returns

• Items must be in new, unused condition.
• Mahjong sets must be complete, including all tiles and jokers, plus any racks, pushers, dice, and accessories that came with the set.
• Items must be returned in their original packaging, including the case or box.
• Proof of purchase (order number or receipt) is required.
• Return authorization is required before sending anything back.
• Items must not be personalized, engraved, or custom-made (see Section 4).

Items returned without approval will not be accepted. To request a return, contact us at help@mahjloom.com.

3. Damaged, Defective, Missing, or Incorrect Items
If your item arrives damaged, defective, incorrect, or with missing tiles or pieces, please contact us within 3 days of delivery with:

• Your order number
• Clear photos of the product and packaging
• A short description of the issue

We will send a replacement, send the missing pieces, or issue a full refund at no extra cost to you.

This also applies to personalized and custom items. If an engraved or customized piece arrives damaged, defective, or engraved incorrectly because of our error, we will replace it or refund you in full.

Please note: Some of our accessories, such as wooden tile boxes and block-printed textiles, are handcrafted by artisans in India. Small variations in wood grain, color, and print are a natural part of handmade work and are not considered defects.

4. Non-Returnable Items

• Used items, or items damaged after delivery
• Incomplete sets or items not in their original packaging
• Personalized, engraved, or custom-made items. Because these are made specifically for you and cannot be resold, they are not eligible for return or exchange unless they arrive damaged, defective, or engraved incorrectly because of our error. Please review your personalization details carefully before placing your order.
• Gift cards
• Items returned after 30 days
• Items returned without prior authorization

5. Return Shipping & Fees

• Return method: By mail
• Return label: Provided by Mahjloom
• Return shipping cost: Free
• Restocking fee: None

Once your return is approved, we will email you a prepaid return label along with the return address. Please do not send items to any address that is not provided in your return approval email.

6. Refunds
Once we receive and inspect your return, we will notify you of its approval or rejection. Approved refunds are issued to your original payment method within 5 business days.

Your bank or card provider may need additional time to process the refund. If more than 15 business days have passed since approval, please email us at help@mahjloom.com.

7. Exchanges
The fastest way to exchange an item is to request a return and place a new order once the return is approved. You may also contact us at help@mahjloom.com for help with an exchange.

8. Order Cancellations
Orders may be cancelled within 12 hours of purchase if they have not yet been processed or shipped. Personalized orders cannot be cancelled once engraving has begun. Please email help@mahjloom.com right away with cancellation requests.

9. Contact Us
For any questions or help with a return, contact us at:
help@mahjloom.com