Refund policy
At Valcrest Mahjong, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, you may request a return within 30 days of delivery, subject to the conditions below.
Return Eligibility
To be eligible for a return:
- The return request must be submitted within 30 days of delivery.
- The item must be unused, complete, and in its original condition.
- The item must be returned with its original packaging, accessories, manuals, and included components.
- Proof of purchase or an order number is required.
- The return must be approved by our customer support team before it is sent back.
To start a return, contact:
Please include your full name, order number, the item you wish to return, and the reason for the return.
Do not send any item back before receiving return instructions from our support team.
Non-Returnable Items
The following items are not eligible for return unless they arrive damaged, defective, incomplete, or incorrect:
- Items showing signs of use, damage, modification, or improper handling
- Items missing original packaging, accessories, components, or instructions
- Personalized or custom-made products
- Gift cards
- Final-sale or clearance items clearly marked as non-returnable
- Items returned without prior authorization
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:
- Your order number
- A clear description of the issue
- Photos of the product
- Photos of the outer packaging and shipping label
- Photos showing any missing, damaged, or incorrect components
After reviewing the information, we may offer an appropriate resolution, such as:
- Replacement parts
- A replacement product
- A partial refund
- A full refund
Please keep the product and original packaging until your case has been fully resolved.
Return Shipping
For returns based on a change of mind, preference, or an incorrect item ordered by the customer, return shipping costs are the customer’s responsibility.
If the item arrives damaged, defective, incomplete, or incorrect, Valcrest Mahjong will review the case and provide return or replacement instructions when appropriate.
Original shipping charges, if any, are non-refundable unless the return results from our error.
We strongly recommend using a tracked shipping service. Valcrest Mahjong is not responsible for return packages lost or damaged in transit.
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 instructed to do so. Returns sent without authorization or to an incorrect address may not be accepted.
Refunds
Once your 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.
Please allow 5–10 business days for the refund to appear in your account after it has been processed. Processing times may vary depending on your bank, payment provider, or card issuer.
Shopify supports issuing refunds after a return is inspected, and the time it takes to appear depends partly on the payment method and financial institution.
Partial Refunds
A partial refund may be issued when:
- The product is returned with missing parts or accessories
- The product shows signs of use or damage not caused by shipping
- The original packaging is missing or significantly damaged
- Only part of a multi-item order is returned
The amount of any deduction will be based on the condition and completeness of the returned item.
Exchanges
We do not guarantee direct exchanges.
The fastest way to receive a different product is usually to complete an approved return and place a new order separately.
For damaged, defective, incomplete, or incorrect items, 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 change an order.
We will make reasonable efforts to assist, but cancellations or changes cannot be guaranteed after the order has entered processing or been shipped.
If the order has already shipped, you may need to follow the standard return process after delivery.
Refused or Undeliverable Packages
Orders returned because of an incorrect or incomplete address, refusal of delivery, failure to collect the package, or repeated unsuccessful delivery attempts may be refunded after the package is returned and inspected.
Original shipping costs and any carrier return fees may be deducted from the refund where permitted.
Lost Packages
If tracking shows that your package has not been delivered within the expected timeframe, contact us at:
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 with household members, neighbors, building staff, and the local carrier.
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.