Refund policy

Thank you for choosing Lotus Mahjong. We want you to love every piece you purchase from us!

Quality Guarantee

We stand behind our product and all our orders go through an inspection process. If your order arrives damaged or with a production defect, please contact us at hello@lotusmahjong.com within 7 days of delivery. We will gladly arrange a replacement or appropriate resolution at no cost to you.

Returns

For tiles and mats, returns are accepted within 14 days of delivery for items that are unused and in their original, unopened cellophane packaging. Shipping fees are non-refundable, and a $10 restocking fee applies.

Apparel, Accessories and Jewelry are final sale. Please note that Apparel and Hats are printed on demand per your order specifications and shipped directly from factory.

Eligibility

To be eligible for a return, your tiles or mats must be in the same brand-new condition you received it in, with the original cellophane packaging completely intact. Apparel, Accessories and Jewelry are final sale and not eligible for return or exchange under any circumstance. Opened or damaged cellophane packaging on the tile sets will make an item ineligible for return as they are not re-saleable. If you are returning a mat, please replace the original cellophane holder with its ribbons, then inside the canvas bag, exactly as shipped to you. The mat must be returned rolled.

How to Start a Return

Please contact us at hello@lotusmahjong.com to request a return. This must be started within 7 days of receipt. Once approved, we will provide a Return Merchandise Authorization (RMA) number, return instructions, and a return address.

Items sent back without prior approval will not be accepted or refunded.

Return Shipping & Restocking Fee

Return shipping is the responsibility of the customer. A restocking fee of $10 will apply to all returns and will be deducted from the refund.

For returned items, the customer is responsible for the package until we receive it. We recommend using a trackable shipping method. Items sent back without prior approval or that are lost in return transit will not be eligible for refund.

Refund Processing

Once we receive and inspect your return, we will notify you of the status. If approved, refunds will be processed within 3-10 business days back to your original payment method. Please allow additional time for your bank or credit card to post the refund.

Shipping

On average, we will pack and ship within 1-3 business days. During a tile release period, these times are subject to change due to increased volume. Shipping in-transit normally takes 3-10 days depending on location and holiday timing.

All orders are shipped from the US. Tiles, Mats and Jewelry are shipped from MA, USA. Apparel and Hats are printed on demand and shipped from various printing facilities. If your order Apparel and Hats with anything else, they will arrive in separate packaging.

Shipping costs will be listed in your cart and vary by category.

Cancellations & Modifications

Because we begin preparing orders promptly, we are unable to accommodate cancellations or modifications once an order has been processed. Items are then subject to our return policy.

Questions?

We are here to help! For any return questions or concerns, please reach out to us at hello@lotusmahjong.com. It is our privilege to assist you.

Thank you for supporting Lotus Mahjong - we truly appreciate you.