Refund policy
Returns Policy:
Thank you for shopping with us at Mahjong Studios. We strive to provide you with high-quality products and excellent customer support. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. All return shipping costs are the responsibility of the customer.
Return Authorization:
You MUST receive a return authorization number BEFORE returning your item.
If you do not include you authroization number, the return will not be processed.
To receive your return authorization number, please email customer support: info@mahjongstudios.com
Once you receive approval from our customer support team to return a damaged or unwanted item, they will provide you with detailed instructions on how to proceed. Please note that we require the item to be returned in its original packaging, including any accessories or promotional materials that were included. We reserve the right to refuse a refund or exchange if the returned item is not in its original condition or does not have the authorization number on the package.
To be eligible for a return, your item must be in the same condition that you received it, unused, still in the original wrapping, and in its original packaging. For tile sets, this means that if the shrink wrap on the tiles has been opened or removed, the set is ineligible for return. Additionally, you’ll also need the receipt or proof of purchase.
Please note: We are not able to accept NMJL cards back after they have been shipped.
To start a return, you can contact us at info@mahjongstudios.com Please note that returns will need to be sent to the following address:
Mahjong Studios
3105 W 15th St STE C
Plano, TX 75075
If your return is still in original packaging and undamaged upon receipt to us, we will issue a refund within 10 business days minus $20 fee to account for our original costs to ship the items to you. Items sent back to us without first requesting a return will not be accepted. If the returned product is not in original packaging or is opened in any way, we will deduct a 25% restocking fee at time of refund.
Damaged Products:
If you receive a damaged product, please contact our customer support team within 14 days of receiving your order. After 14 days, our customer service team will not be able to replace the damaged product. Please provide detailed information about the damage, along with supporting photographs. Our customer support team will review your request and guide you through the next steps.
Lost in Transit:
In the unfortunate event that your order is lost in transit and has not been delivered within 3-20 days after the expected timeframe, please reach out to our customer support team. We will initiate an investigation with the shipping carrier to locate your package. If the carrier confirms that the package is lost, we will offer you the choice of a replacement (if available). Please contact our customer service team within 20 days of shipment. Any lost in transit items that are over 20 days are subject to the post office policies regarding reuse of tracking numbers.
Return Authorization:
If you receive approval from our customer support team to return a damaged or unwanted item, they will provide you with detailed instructions on how to proceed. Please note that we require the item to be returned in its original packaging, including any accessories or promotional materials that were included. We reserve the right to refuse a refund or exchange if the returned item is not in its original condition.
Refunds and Processing:
If your item is eligible for a refund or replacement, we will process it within 10 business days of receipt to us. Refunds will be issued to the original payment method used during the purchase. Please allow a reasonable processing time for the refund to reflect in your account, as it may vary depending on your payment provider.
Contact Us:
If you have any questions or need further assistance regarding our returns policy, please don't hesitate to contact our customer support team at info@mahjongstudios.com