Refund policy

RETURN & REFUND POLICY

We hope every Once Upon Mahjong purchase brings a little more beauty and joy to your table. Because our products are thoughtfully curated and many are offered in limited quantities, all sales are final. We do not accept returns or exchanges for change of mind, personal preference, or items ordered in error.

DAMAGED, DEFECTIVE, INCORRECT, OR INCOMPLETE ORDERS

If your order arrives damaged, defective, incorrect, or missing an item or component, please contact us within 7 days of delivery so we can make it right.

Please include your order number, a description of the issue, and clear photographs of the product and packaging when applicable. Please keep the product and its original packaging until we have resolved your claim.

Depending on the circumstances and product availability, we may provide a replacement item or component, replace the product, or issue an appropriate refund. We reserve the right to determine the appropriate resolution after reviewing the claim.

SHIPPING DAMAGE

Please inspect your order promptly after delivery. If an item appears to have been damaged during shipping, please contact us within 7 days of delivery and provide clear photographs showing:

• the damaged item and the damage
• the shipping box or mailer, including any visible damage
• the interior packaging and protective materials
• the shipping label on the package

Please retain the damaged merchandise, shipping carton, and all original packaging materials until your claim has been resolved. We may request additional photographs or information when reasonably necessary to evaluate the damage.

PREORDERS

Products identified as preorders are reserved specifically for the customer and are considered final sale. Estimated shipping or delivery timeframes are estimates and may change due to manufacturing, freight, customs, or other circumstances outside our reasonable control. If Once Upon Mahjong is unable to fulfill a preorder, the customer will receive a refund for the unfulfilled item.

CANCELLATIONS

We begin processing orders promptly and cannot guarantee that an order can be changed or cancelled after it has been placed. If you notice an error in your order, please contact us as soon as possible.

Nothing in this policy limits any rights or remedies that cannot be excluded under applicable law.

Questions about an order may be sent to the contact email listed on our website.