Shipping and Refund Policy

Effective date: 30^th August 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.

A pre-order may be cancelled for a full refund within 14 calendar days of the date the pre-order was placed, provided it has not already been dispatched.

After the 14-day cancellation period, pre-orders are considered confirmed and generally cannot be cancelled before dispatch. This does not affect any rights you may have under applicable consumer law.

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:

• Around the delivery location and any designated safe-drop area
• With household members, neighbours, reception or building management
• Directly with the carrier using your tracking number

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 7 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:

• Your order number
• A description of the issue
• Clear photographs or video of the product
• Photographs of the internal and external packaging
• A photograph of the shipping label

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

We accept eligible returns when you contact us within 14 calendar days after delivery.

To be eligible, the product must be:

• Unused, unplayed and undamaged
• Clean and suitable for resale
• Complete with all tiles, accessories, inserts and components
• Returned in its original product packaging
• Returned with protective films, seals and tags intact, where applicable
• Accompanied by valid proof of purchase

Products showing signs of play, scratching, staining, damage, excessive handling, missing components or incomplete packaging may not be accepted or may receive a reduced refund where permitted by law.

Returns are not available for:

• Personalised, customised or made-to-order products
• Gift cards
• Products clearly marked as final sale
• Products damaged after delivery through accident, misuse, neglect or improper storage

These exclusions do not apply to faulty products or where a remedy is required under applicable consumer law.

12. Return Shipping Costs

Please contact us before returning any product. We will provide return approval and the correct return instructions.

For returns that are not related to a damaged, faulty, incorrect or incomplete order:

• All return shipping costs are the purchaser’s responsibility
• The purchaser is responsible for arranging a tracked and adequately insured return service
• The purchaser remains responsible for the parcel until it is safely received at the approved return location
• Original express, priority or international shipping charges are not refundable, except where required by law

Mandarin Mahjong is not responsible for return parcels that are lost or damaged while in transit to us.

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 it and notify you of the outcome.

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.

Depending on the circumstances, a refund may exclude:

• Return shipping costs
• Original shipping costs
• The actual outbound shipping cost for an order that received free shipping
• Customs duties, import taxes or third-party charges not collected by Mandarin Mahjong
• Any reduction in value caused by damage, missing components or handling beyond what was reasonably necessary to inspect the product

We do not charge a restocking fee for products returned complete, unused and in their original resaleable condition.

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 through our Contact Us page as soon as possible if you need to update or cancel an order. Please include your order number and the email address used at checkout.

We will always do our best to help, but an order generally cannot be changed or cancelled after it has entered fulfilment or been dispatched.

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 located in the European Economic Area may have a statutory right to cancel an eligible online purchase without providing a reason.

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:

• Returns originating outside the United States must be sent to our Australian return location.
• The purchaser is responsible for the direct cost of returning an eligible product.
• The product should be returned complete and with all included components and packaging.
• The purchaser may be responsible for any reduction in value resulting from handling beyond what was reasonably necessary to inspect the product.

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.