Refund policy

We hope you love your Mahjong pieces and get lots of joy from them! If your purchase is not suitable or arrives damaged or defective, we are happy to offer a refund within 7 days of receipt of your shipment. We cannot accept any returns after 7 days.

Damaged or Defective Items

If items arrived damaged during transit or defective during production, please contact us via email within 7 days of receipt.  To assist us in resolving the issue, please provide detailed information along with supporting photographs.  

Full Refunds

Full price items purchased from our website may be shipped back within 7 days from the date of receipt to obtain a full refund, excluding any original shipping fees incurred by That Mahjong Moment. Any items purchased between U.S. Thanksgiving and Christmas day will have until January 3rd to initiate a return.

All items must be returned in the condition in which they were received - 100% complete and in original packaging.

Any shrink-wrapped items must be returned sealed and unopened for a full refund.

Return labels will be emailed to the purchaser and return shipping costs will be deducted from the final refund amount. In the event that an item arrives damaged or defective, return shipping costs will be refunded.  

Returns that do not meet this policy will not be accepted and will be shipped back to the purchaser. 

Partial Refunds & Restocking Fee

If the shrink-wrap has been broken on a set of tiles, all 160 tiles must be returned in a sealed bag or bags of your choosing, inside the original box.  

If the set is complete and unused upon return, a 15% restocking fee will be assessed at the time of the refund. 

If the set is incomplete upon return, it will be sent back to the purchaser.  Any items returned with missing pieces will not receive a refund; the items will be shipped back to the purchaser.

Non-refundable Items

Holiday items are not returnable unless damaged during shipping. 

We cannot accept returns on any personalized items that have been monogrammed or customized in any way.  Returns and refunds are not eligible on any items listed as "Final Sale," such as Imperfect Mats and Tile Guides.

Preorder items have an expected shipping range that is completely out of our control; preorder items cannot be cancelled due to unforeseen delays in shipping.

To proceed:

  1. Email thatmahjongmoment@gmail.com with your order number and reason for return
  2. A prepaid shipping label will be emailed to you within 1 business day 
  3. Please carefully pack your items and securely attach the return label
  4. The return label must be used within 3 business days

Upon receipt of your return and inspection of your items, a refund, less any shipping and/or restocking fees, will be issued within 3 business days in the original form of payment.  If your items do not meet the return guidelines, an email will be sent explaining that your return was not approved.