Refund policy

30-Day Return Window

You may request an eligible return within 30 calendar days after the recorded delivery date.

For a standard return, the product must be unused, in the condition received, and in its original packaging. All pieces, accessories, cards, manuals, gifts, and promotional items must be included. The product must not show use, damage, stains, scratches, missing pieces, or other material reduction in value. Valid proof of purchase is required.

Contact us and receive return authorization and instructions before shipping. Unauthorized returns may be refused or delayed.

Non-Returnable Items

Unless an item arrives damaged, defective, incorrect, or must be returnable by law, the following are generally not eligible:

  • Customized, personalized, or made-to-order products;

  • Gift cards;

  • Items clearly marked final sale or non-returnable before purchase;

  • Used, altered, damaged, stained, scratched, or incomplete products;

  • Products missing packaging, pieces, accessories, cards, manuals, gifts, or accompanying materials; and

  • Items damaged by misuse, improper storage or cleaning, or unauthorized modification.

Damaged, Defective, Incorrect, or Missing Items

Contact us within 7 calendar days of the recorded delivery date and provide the order number, description, photos or video, outer package and label photos, and relevant tracking information. Keep all products and packaging until review is complete.

After review, we may offer a replacement, exchange, repair, full or partial refund, or another appropriate remedy. For a confirmed defect, shipping damage, incorrect shipment, or missing item for which Moira Mahjong is responsible, we will cover reasonable return or replacement shipping costs.

The 7-day reporting request does not restrict rights that cannot legally be waived.

How to Request a Return

Email info@moiramahjong.shop with:

  • Your full name;

  • Order number and order email address;

  • Product name;

  • Reason for the return; and

  • Relevant photos or video where applicable.

We normally review requests within 2–5 business days. For orders delivered within the United States, returns are sent to a return location in the United States. If approved, we will provide the exact return address and instructions privately. Do not return an item to the address on the original shipping label unless we specifically instruct you to do so.

Use a trackable return service. Except where law provides otherwise, we are not responsible for unauthorized returns or return packages lost in transit.

Return Shipping Costs

For a change-of-mind return or a return not caused by a defect, shipping damage, incorrect shipment, or missing item, the customer is responsible for return shipping.

Original expedited shipping, return shipping, customs duties, import taxes, VAT, insurance, brokerage, and handling charges are generally non-refundable unless required by law or the return is caused by an error for which Moira Mahjong is responsible.

Inspection and Refund Timing

For eligible returns of orders delivered within the United States, you will receive your refund to the original payment method within 2 calendar days after we receive the returned product. This timeframe includes inspection, refund approval and processing, and the time for the refund to reach your account. Calendar days include weekends and public holidays.

We will notify the customer if the refund is approved, reduced, or declined. To the extent permitted by law, a refund may be reduced or declined if the returned item is used, damaged, incomplete, or diminished in value by handling beyond what is reasonably necessary to inspect it.

Discounts, bundles, gifts, and promotional benefits may be recalculated when a refund is processed.

Exchanges

Exchanges depend on availability and require prior approval. We may require the original item to be returned before sending a replacement. The customer may be responsible for shipping for a non-defect exchange. We will cover reasonable exchange shipping for a confirmed issue for which Moira Mahjong is responsible.

Cancellations and Changes

Contact us promptly if you need to cancel or change an order. We will try to help but cannot guarantee changes after processing or dispatch. Customized or made-to-order products may not be canceled or changed after production begins. Approved refunds are returned to the original payment method.

Statutory Rights and Contact

Nothing in this policy excludes or limits mandatory consumer rights. If a non-waivable law conflicts with this policy, that law controls.

For a return, exchange, cancellation, or refund, email info@moiramahjong.shop. We normally respond within 2–5 business days.