Effective date: September 15, 2026
At Mandarin Mahjong, every order is prepared with care. We want your experience to be smooth and enjoyable, from placing your order to welcoming your new set into your home.
This policy applies to purchases made through mandarinmahjong.com.
1. Order Processing
In-stock orders are generally prepared and dispatched within 2–4 business days, excluding weekends and public holidays.
During collection launches, promotional periods and holidays, processing may take a little longer due to higher order volumes. Processing time is separate from the estimated delivery time shown at checkout.
Once your order has been dispatched, you will receive a shipping confirmation email with tracking information where available.
2. Pre-Orders
The estimated dispatch date for each pre-order product will be shown on the relevant product page. These dates are estimates and may change due to production, freight, customs or circumstances outside our reasonable control.
If you wish to cancel a pre-order, please contact us as soon as possible, before your order enters fulfilment.
Approved voluntary cancellations are subject to a 15% cancellation fee where permitted by law. The fee is calculated on the amount paid for the cancelled products after any discounts. Shipping charges are excluded from the fee calculation. Any shipping charge allocated solely to cancelled products that have not been dispatched will be refunded.
Once an order enters fulfilment, cancellation under this voluntary policy is no longer available. After dispatch, the return conditions in our Shipping and Refund Policy apply.
We aim to issue the refund to your original payment method within 5 to 10 business days after approving the cancellation, or sooner where required by law. Your payment provider may require additional processing time.
No cancellation fee applies if Mandarin Mahjong cancels your order, cannot supply the products, or applicable consumer law requires a refund without that fee. Nothing in this policy limits your statutory cancellation rights or consumer guarantees.
Orders containing both in-stock and pre-order products may be dispatched together once all items are available unless separate shipping has been arranged.
3. Shipping Destinations
We ship to selected destinations worldwide. Available shipping services and costs will be displayed at checkout after you enter your delivery address.
We may be unable to deliver to certain remote areas, restricted regions, freight-forwarding addresses or post office boxes. Should we be unable to fulfil your order, we will contact you and arrange a full refund.
4. Shipping Costs
Shipping costs are calculated at checkout based on the delivery destination, parcel size, parcel weight and selected shipping service.
From time to time, we may offer free or discounted shipping. Any conditions attached to these offers will be displayed at checkout or within the relevant promotion.
5. Delivery Estimates
Estimated delivery times will be displayed at checkout or included in your shipping confirmation email. These timeframes are estimates and are not guaranteed delivery dates.
Delivery may be affected by customs processing, carrier delays, severe weather, peak shopping periods, local disruptions or other circumstances outside our reasonable control.
We appreciate your patience if a delay occurs and will assist wherever reasonably possible.
6. Customs Duties and Import Taxes
International orders may be subject to customs duties, import taxes, brokerage charges or local handling fees.
Checkout will indicate where duties and taxes are included in the amount paid to Mandarin Mahjong. Where they are not included, these charges are the purchaser’s responsibility and are determined by the authorities in the destination country.
We are unable to undervalue an order or declare it as a gift.
Where a parcel is refused or returned because customs duties, taxes or related fees were not paid, any return shipping, customs or carrier charges may be deducted from the refund, except where prohibited by applicable law.
7. Delivery Information
Please carefully check your name, address, apartment or unit number, postcode and contact details before completing your purchase.
Contact us as soon as possible if your delivery information needs to be updated. We will do our best to assist, although changes cannot be guaranteed once an order has entered processing or has been dispatched.
Where a parcel is returned because the address provided was incorrect or incomplete, or because it was not collected, the purchaser will be responsible for any additional shipping costs.
8. Lost or Delayed Parcels
Please contact us through our Contact us page if your tracking has not updated for an extended period or your parcel has not arrived within a reasonable time after the estimated delivery window. Please include your order number and tracking details so we can assist you more quickly.
Where tracking shows that a parcel has been delivered but it cannot be located, please first check:
We will assist with the carrier investigation and provide an appropriate solution based on the outcome and applicable consumer law.
9. Damaged, Faulty, Incorrect or Incomplete Orders
Please inspect your order shortly after delivery.
Contact us as soon as possible if your product arrives damaged or faulty, is significantly different from what you ordered, or contains an incorrect or missing item.
Providing notice within 14 calendar days of delivery, where practical, helps us resolve the issue quickly and submit any necessary carrier or insurance claim. This timeframe does not limit any rights you may have under applicable consumer law.
Please provide:
Please keep the product and all original packaging until we have provided further instructions.
Depending on the circumstances, we may offer a replacement, replacement component, repair, partial refund or full refund.
Where the product is confirmed to be damaged, faulty, incorrect or otherwise entitled to a remedy, Mandarin Mahjong will cover the reasonable return shipping costs.
10. Natural Product Variations
Small variations may occur in colour, translucency, engraving, printing, pattern placement or finish due to screen settings, photography, lighting and the nature of the manufacturing process.
These subtle differences are part of the character of each set and are not considered faults unless they materially affect the product’s quality, appearance or intended use.
11. Returns
If you wish to return an order after it has been dispatched, please contact us as soon as possible and no later than 14 calendar days after delivery. Do not send a product back until we have approved the return and provided the correct return instructions.
Approved customer-requested returns after dispatch are subject to a 15% restocking fee, deducted from the product refund. Original shipping charges are non-refundable, and the purchaser is responsible for all return shipping costs. Orders that received free shipping are also subject to Section 14.
To be eligible, the product must be returned in brand-new, resaleable condition. It must be:
The purchaser is responsible for protecting the product during return transit and for ensuring that it reaches the approved return location undamaged. Products that are used, played, damaged, incomplete, missing packaging or components, or otherwise not in brand-new resaleable condition may receive a reduced refund or may be refused, to the extent permitted by law.
Returns are not available for:
The 15% restocking fee, shipping deductions, condition requirements and return exclusions in this section do not apply where the product is damaged on arrival, faulty, incorrect, incomplete or where a different remedy is required under applicable consumer law.
For customers in the United States, all approved returns are handled locally through our US returns warehouse in Houston, Texas.
12. Return Shipping Costs
Please contact us as soon as possible before returning any product. We will provide return approval and the correct return instructions.
For an approved customer-requested return that is not related to a damaged, faulty, incorrect or incomplete order:
Mandarin Mahjong is not responsible for return parcels that are lost or damaged while in transit to us. If we confirm that a product is damaged, faulty, incorrect or incomplete, we will cover or reimburse reasonable return shipping costs as required by applicable law.
13. International Return Location
All returns originating outside the United States must be sent to our Australian returns address, where Mandarin Mahjong is headquartered.
This includes returns from Australia and all other international destinations.
The Australian return address will be provided after your return has been reviewed and approved. Please do not send a product to the address shown on the original shipping parcel, as this may be a warehouse or fulfilment location that cannot process returns.
Returns originating within the United States will be provided with the appropriate return location after approval.
14. Orders That Included Free Shipping
Free shipping means the delivery cost was paid by Mandarin Mahjong rather than charged separately to the purchaser.
Where an order that received free shipping is returned for a reason other than the product being damaged, faulty, incorrect or incomplete, the actual outbound shipping cost incurred by Mandarin Mahjong may be deducted from the refund.
The purchaser is also responsible for the cost of returning the product.
We will confirm any applicable outbound shipping deduction before the return is approved. This deduction will not be applied where prohibited by applicable law.
15. Refunds
Once an approved return has been received, we will inspect the product and notify you of the outcome.
For an approved customer-requested return after dispatch, the refund is calculated from the eligible product price, less the 15% restocking fee and any permitted shipping deductions. Original shipping charges are non-refundable, the purchaser pays the return shipping cost, and Section 14 applies to orders that received free shipping.
If the returned product is not in brand-new, unused, complete and undamaged condition, we may make an additional deduction for loss in value or refuse the return where permitted by law.
Approved refunds will be issued to the original payment method. We aim to process refunds within 5 business days after completing the inspection, although your bank, card issuer or payment provider may take additional time to make the funds available.
No restocking fee or customer shipping deduction will be applied where a product is damaged on arrival, faulty, incorrect, incomplete or where prohibited by applicable consumer law. Nothing in this section limits any consumer guarantee, right or remedy that cannot legally be excluded.
16. Exchanges
Exchanges are subject to product availability.
In many cases, the simplest process will be to return the original product for a refund and place a new order. Any price difference or additional shipping costs will be the purchaser’s responsibility.
Where a product is damaged, faulty or incorrect, we will arrange the appropriate remedy and cover reasonable shipping costs as required.
17. Order Changes and Cancellations
Please contact us as soon as possible if you need to update or cancel an order. Include your order number and the email address used at checkout.
We will do our best to help, but an order cannot be changed or cancelled once it has entered fulfilment or has been dispatched. If the order has already been dispatched, the return conditions in Sections 11–15 apply.
The separate pre-order cancellation conditions in Section 2 apply to pre-order purchases.
18. Your Consumer Rights
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded.
Where a product does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the nature of the issue and the laws applying to your purchase.
The returns offered under this policy are provided in addition to your statutory consumer rights.
19. United Kingdom & European Economic Area Customers
Customers in the United Kingdom or European Economic Area may have a statutory right to cancel an eligible online purchase without providing a reason. No cancellation or restocking fee applies when exercising this statutory right.
To exercise this right, you must notify Mandarin Mahjong within 14 calendar days after receiving the product. After notifying us, you must return the product within the period required by applicable law. Certain products may be excluded from this right, including personalised, customised or made-to-order products where permitted by law.
Unless otherwise required by applicable law:
We will refund the eligible purchase price and any standard outbound delivery charge actually paid by the purchaser. Additional amounts paid for express, priority or upgraded delivery do not need to be refunded beyond the cost of the least expensive standard delivery option offered.
Where the original order received free shipping, no outbound delivery amount was paid by the purchaser. We will not deduct a previously uncharged outbound shipping cost from a refund provided under this statutory cancellation right.
We may wait until we receive the returned product, or until you provide acceptable evidence that it has been sent, before issuing the refund.
The purchaser is not responsible for return shipping costs where the product is damaged, faulty, incorrect or otherwise does not comply with applicable consumer guarantees.
20. Contact Us
For assistance with shipping, delivery, returns or refunds, please submit an enquiry through our Contact us page.
To help us assist you promptly, please include:
Your full name
Order number, where applicable
The email address used at checkout
A brief description of your enquiry
Photographs or video, where relevant
Our customer-support and business contact details are available on the Contact us page.
