Return & Refund Policy

At CallMahj, we want every order to bring beauty, personality, and enjoyment to your Mahjong table. If your purchase is not quite right, our support team is here to help.

1. Return and Exchange Eligibility

30-Day Return Window

Most eligible items may be returned or exchanged within 30 days of delivery, provided that you have valid proof of purchase.

Original Condition

Returned items must be:

• Unused and unplayed.
• Free from scratches, stains, odors, or other signs of use.
• Returned with all original packaging, accessories, inserts, and complimentary items.
• In a condition suitable for resale.

Mahjong sets must be returned complete. Individual tiles, accessories, racks, bags, or other components cannot be returned separately unless previously approved by our support team.

Non-Returnable Items

The following products are final sale and cannot be returned or exchanged unless they arrive damaged, defective, or incorrect:

Personalized and Custom Products:
Products featuring custom engraving, personalized names, custom artwork, custom colors, custom dimensions, bespoke tile designs, or other made-to-order details.

Made-to-Order Products:
Products specifically manufactured or sourced for an individual customer after the order is placed.

Used Mahjong Products:
Mahjong tiles, racks, mats, bags, and accessories that have been played with, washed, altered, assembled, engraved, or otherwise used.

Digital Products:
Downloadable files, design files, templates, or other digital products once access or download has been provided.

Clearance and Final Sale Items:
Products clearly marked as “Clearance,” “Final Sale,” or non-returnable at the time of purchase.

2. Damaged, Defective, or Incorrect Items

Please inspect your order shortly after delivery.

If your item arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible and provide:

• Your order number.
• Clear photographs or videos showing the issue.
• Photographs of the outer shipping package.
• Photographs of the internal protective packaging.
• A description of the affected item or missing component.

Please keep all original packaging until the issue has been reviewed.

Once the issue has been verified, CallMahj may offer an appropriate solution, including:

• A replacement item.
• Replacement parts or missing components.
• A partial refund.
• A full refund.

The available resolution will depend on the nature and extent of the issue.

Minor variations in color, transparency, pattern placement, engraving, or finish may occur due to differences in materials, production batches, lighting, and screen displays. These natural or production-related variations are not generally considered defects.

3. Normal Wear and Accidental Damage

CallMahj does not cover damage caused by:

• Normal wear and tear.
• Dropping, impact, crushing, or improper storage.
• Exposure to excessive heat, direct sunlight, moisture, or chemicals.
• Improper cleaning.
• Misuse or modification of the product.
• Damage occurring after delivery due to customer handling.

Small surface marks or gradual changes caused by regular use do not qualify as manufacturing defects.

4. Return Shipping Costs

Unless the return is due to a confirmed defect, incorrect item, or shipping error caused by CallMahj, the customer is responsible for:

• Return shipping costs.
• International postage fees.
• Customs charges or import duties related to the return.
• Any carrier handling or brokerage fees.

Original shipping charges are non-refundable unless the order was incorrect, damaged, or defective due to an error by CallMahj.

If an order originally qualified for free shipping and is later returned for a reason unrelated to damage, defect, or fulfillment error, the original outbound shipping cost may be deducted from the refund where permitted.

5. Return Labels

Prepaid return labels may be provided only when:

• The product arrived damaged or defective.
• The wrong product was sent.
• The return is required because of a confirmed fulfillment error by CallMahj.

For change-of-mind returns, customers must arrange and pay for return shipping.

6. Return Tracking and Packaging

All returned items must be packed securely to prevent damage during transit.

We strongly recommend using a tracked and insured shipping service, particularly for Mahjong sets and other high-value products.

CallMahj is not responsible for return packages that are lost, damaged, or delayed during return transit when the customer arranges the shipping.

Please do not send a return before receiving return instructions from our support team. Unauthorized returns may be refused or may experience processing delays.

7. Refunds

Once a return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds are normally processed within 5–7 business days after inspection.

Refunds will be issued to the original payment method. Your bank, card provider, or payment service may require additional time to display the refund in your account.

Refunds may be reduced if:

• The item shows signs of use.
• Packaging or accessories are missing.
• Complimentary gifts are not returned.
• The product is damaged due to inadequate return packaging.
• The returned order is incomplete.

Items that are returned in a used, incomplete, or non-resalable condition may not qualify for a refund.

8. Exchanges

Approved exchanges are subject to product availability.

If the requested replacement product has a different price, the customer may be required to pay the difference. If the replacement costs less, the eligible difference may be refunded.

Customers are responsible for exchange shipping costs unless the exchange is required because the original item was damaged, defective, or incorrect.

9. Order Cancellations

Standard Orders

Cancellation requests must be submitted within 5 hours of placing the order to be considered for a full refund.

After an order has entered processing, production, engraving, packing, or shipment preparation, cancellation may no longer be possible.

Personalized and Custom Orders

Personalized, engraved, custom-designed, or made-to-order products cannot be canceled once design work, production, or customization has begun.

Pre-Orders

Pre-orders may be canceled for a full refund before they enter the production or processing stage.

Once production or fulfillment has begun, the order may no longer be eligible for cancellation.

Submitting a cancellation request does not guarantee that the order can be stopped. We will confirm whether the cancellation was successful.

10. Refused and Undeliverable Packages

If a package is refused, unclaimed, or returned because of:

• An incorrect or incomplete address.
• Failure to collect the package.
• Repeated unsuccessful delivery attempts.
• Refusal to accept delivery.
• Failure to respond to the carrier.

The customer may be responsible for the original shipping cost, return shipping cost, carrier fees, and any related customs charges.

These costs may be deducted from the eligible refund.

Personalized, custom, or made-to-order products returned as undeliverable may remain non-refundable.

11. How to Request a Return

To begin a return, exchange, or refund request:

1. Email info@callmahj.com.
2. Include your order number.
3. Explain the reason for the request.
4. Attach clear photographs or videos when reporting damage, defects, missing parts, or an incorrect item.
5. Wait for return authorization and the correct return address.

For security and logistical reasons, our return address is not published publicly.

Do not send products to the address shown on the original shipping package unless our support team specifically instructs you to do so. The shipping address and return center may be different.

12. Return Authorization

Once your request has been reviewed, our team will provide:

• Return approval, where applicable.
• The correct return address.
• Packing instructions.
• Any required return reference or authorization number.

Returns sent without prior authorization may not be accepted.

13. Contact Us

For assistance with a return, exchange, damaged order, or refund, please contact:

info@callmahj.com

Please include your order number in your email so that we can assist you efficiently.