Refund policy
Return & Refund Policy
At Valcrest Mahjong, we want you to feel confident when shopping with us. Eligible items may be returned within 30 days of delivery, subject to the conditions, exclusions, and fees outlined below.
Return Eligibility
To be eligible for a return:
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The return request must be submitted within 30 days of delivery.
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The item must be unused, complete, and in its original condition.
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The item must be returned with its original packaging, accessories, manuals, and all included components.
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Proof of purchase or a valid order number is required.
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The return must be approved by our customer support team before it is sent back.
To request a return, contact:
Please include:
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Your full name
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Order number
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The item you wish to return
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The reason for the return
Do not send any item back before receiving return instructions and authorization from our support team. Unauthorized returns may not be accepted or refunded.
Change-of-Mind / No-Remorse Returns
Returns requested for reasons unrelated to a product defect or an error by Valcrest Mahjong are considered change-of-mind or no-remorse returns.
Examples include:
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Changing your mind after purchase
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No longer wanting the product
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Personal preference
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Ordering the wrong product, design, or quantity
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Deciding that the product is not suitable for you
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Purchasing multiple designs or products for comparison and returning the unwanted items
Eligible change-of-mind returns may be accepted within 30 days of delivery at the discretion of Valcrest Mahjong, provided all return eligibility requirements are met.
Approved change-of-mind returns are subject to a 20% restocking fee, calculated from the purchase price of the returned item and deducted from the refund.
Customers are also responsible for all return shipping costs associated with change-of-mind returns.
Original shipping charges, if any, are non-refundable.
The 20% restocking fee does not apply when the product arrives damaged, defective, incomplete, or incorrect due to an error by Valcrest Mahjong.
Return Abuse & Excessive Returns
Our return policy is intended to provide reasonable protection for genuine customers and is not intended for repeated product trials, bulk comparison purchases, or other abusive purchasing behavior.
Valcrest Mahjong reserves the right to refuse, limit, or impose additional conditions on returns when we reasonably determine that a customer is misusing or abusing our return policy.
Examples of potentially abusive return activity may include:
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Placing multiple or unusually large orders with the intention of returning some or all of the products
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Ordering several Mahjong sets, designs, or variations primarily for comparison and returning the unwanted products
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Repeatedly purchasing and returning products
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Returning multiple products from different orders within a short period
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Repeated cancellation and return activity
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Excessive return activity linked to the same customer, household, shipping address, billing address, account, or payment method
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Any purchasing pattern that reasonably indicates intentional misuse of our return policy
Returns approved under these circumstances may be subject to the 20% restocking fee, applicable return shipping costs, and any other reasonable deductions permitted under this policy.
Valcrest Mahjong reserves the right to refuse future returns or orders from customers who demonstrate repeated or abusive return behavior.
This section does not affect legitimate claims involving products that arrive damaged, defective, incomplete, or incorrect due to our error.
Non-Returnable Items
The following items are not eligible for return unless they arrive damaged, defective, incomplete, or incorrect:
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Items showing signs of use, damage, modification, or improper handling
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Items missing original packaging, accessories, components, or instructions
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Personalized or custom-made products
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Gift cards
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Final-sale or clearance items clearly marked as non-returnable
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Items returned without prior authorization
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Items returned outside the applicable return window
Damaged, Defective, Incomplete, or Incorrect Orders
Please inspect your order shortly after delivery.
If your order arrives damaged, defective, incomplete, or different from what you ordered, contact us within 7 days of delivery at:
Please provide:
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Your order number
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A clear description of the issue
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Photos of the product
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Photos of the outer packaging and shipping label
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Photos showing any missing, damaged, defective, or incorrect components
After reviewing the information provided, we may offer an appropriate resolution, such as:
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Replacement parts
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A replacement product
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A partial refund
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A full refund
Please keep the product and all original packaging until your case has been fully resolved.
Returns or refunds resulting from an item arriving damaged, defective, incomplete, or incorrect due to our error are not subject to the 20% restocking fee.
Return Shipping
For approved change-of-mind, buyer's-remorse, preference-based, or customer-ordering-error returns, the customer is responsible for all return shipping costs.
A 20% restocking fee will also be deducted from the refund for approved change-of-mind returns.
If the product arrives damaged, defective, incomplete, or incorrect due to our error, Valcrest Mahjong will review the case and provide appropriate return, replacement, or refund instructions.
Original shipping charges, if any, are non-refundable unless the return results from our error.
We strongly recommend using a tracked shipping service when returning an item.
Valcrest Mahjong is not responsible for return packages that are lost, misdirected, or damaged while in transit back to us.
Return Address
Approved returns must be sent only to the return address provided by our customer support team.
Do not send returns to the address shown on the original shipping label unless specifically instructed to do so.
Returns sent without authorization or to an incorrect address may not be accepted or refunded.
Restocking Fee
A 20% restocking fee applies to approved change-of-mind, buyer's-remorse, personal-preference, customer-ordering-error, and other no-remorse returns.
The fee is calculated based on the purchase price of the returned item and will be deducted from the refund amount.
The restocking fee helps cover costs associated with:
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Return inspection
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Product handling
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Inventory processing
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Repackaging
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Restocking
The restocking fee does not apply when the item arrives damaged, defective, incomplete, or incorrect due to our error.
Additional deductions may apply if an approved returned item is incomplete, damaged, missing components, or returned in a condition different from when it was delivered.
Refunds
Once your approved return has been received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will be issued to the original payment method, less any applicable:
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20% restocking fee
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Return shipping charges
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Original non-refundable shipping charges
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Deductions for missing, used, damaged, or incomplete components
Please allow approximately 5–10 business days after the refund has been processed for the funds to appear in your account.
Actual processing times may vary depending on your bank, card issuer, or payment provider.
Partial Refunds
A partial refund may be issued when:
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The product is returned with missing parts, accessories, or components
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The product shows signs of use or damage not caused during original shipping
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The original packaging is missing or significantly damaged
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Only part of a multi-item order is returned
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The returned item is not in the same condition in which it was delivered
Any deduction will be based on the condition and completeness of the returned item.
A partial refund may be issued in addition to any applicable restocking fee where permitted under this policy.
Exchanges
We do not guarantee direct exchanges.
The fastest way to receive a different product is generally to complete an approved return and place a new order separately.
Change-of-mind returns used to obtain a different product remain subject to the applicable 20% restocking fee and return shipping costs.
For damaged, defective, incomplete, or incorrect items, please contact our support team before placing another order.
Order Cancellations and Changes
Please contact us as soon as possible if you need to cancel or modify an order.
We will make reasonable efforts to accommodate your request, but cancellations and changes cannot be guaranteed after an order has entered processing, fulfillment, or shipping.
If an order has already shipped, cancellation is no longer possible and the applicable return policy will apply after delivery.
Refused or Undeliverable Packages
Orders returned to us due to:
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An incorrect or incomplete shipping address
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Refusal of delivery
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Failure to collect the package
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Repeated unsuccessful delivery attempts
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Customer failure to respond to carrier requests
may be refunded only after the package has been returned to us and inspected.
Original shipping costs, carrier return fees, and other applicable costs may be deducted from the refund.
Where the return is caused by customer action or an incorrect address supplied by the customer, the return may also be treated as a no-remorse return and may be subject to the applicable 20% restocking fee.
Lost Packages
If tracking shows that your order has not been delivered within the expected delivery timeframe, please contact:
We will review the tracking information and assist with the carrier investigation where appropriate.
If tracking shows the package as delivered but you cannot locate it, please first check:
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Household members
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Neighbors
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Building reception or staff
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Safe delivery locations around the property
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Your local carrier or delivery office
Please contact us if the package still cannot be located after these checks.
Contact Us
For return or refund assistance, contact:
Valcrest Mahjong Customer Support
Email: support@valcrestmahjong.com
We aim to respond within 1–2 business days.