Shipping, Returns and Warranty Policies

RETURNS & EXCHANGES

Thank you for shopping with Bespoke Mahjong! We take pride in the quality of our products and want you to love your purchase. Please review our return, exchange, and warranty policies below.

BLACK FRIDAY & HOLIDAY RETURN POLICIES

BLACK FRIDAY SALE POLICY

November 13–22, 2026

  • No refunds. Eligible purchases made during our Black Friday sale may be exchanged or returned for store credit. Returns or exchanges must be initiated by January 8, 2027.

  • Store credit is valid for 6 months from the date issued.

  • Items already in our Sale section qualify for the additional Black Friday discount but remain FINAL SALE and cannot be returned or exchanged.

  • Black Friday discounts cannot be combined with other discount codes or promotions.

HOLIDAY RETURN POLICY

November 1–December 24, 2026

  • Refunds: Eligible merchandise may be returned for a refund within 14 days of delivery.

  • Exchanges & Store Credit: Eligible returns or exchanges must be initiated by January 8, 2027.

  • Store credit is valid for 6 months from the date issued.

  • Items marked Final Sale are not eligible for return or exchange.

Please Note: Purchases made during our Black Friday sale (November 13–22, 2026) follow the Black Friday Sale Policy above and are not eligible for refunds.

All holiday returns and exchanges must meet our standard return eligibility requirements.

GENERAL RETURNS & EXCHANGES

Eligible merchandise may be returned or exchanged within 14 days of delivery, except where an extended holiday return period applies.

To qualify for a return or exchange:

  • Merchandise must be in its original condition, with all original packaging and accessories.

  • Mahjong tile sets must be unopened and in their original packaging.

  • Proof of purchase is required.

  • Merchandise that has been opened, unwrapped, or removed from its original sealed packaging may be subject to a 15% restocking fee if otherwise eligible for return.

  • Final Sale merchandise is not eligible for standard returns or exchanges.

Bespoke Mahjong reserves the right to refuse returns that do not meet these requirements.

INITIATING A RETURN OR EXCHANGE

You can start a return or exchange here.

Customers who purchased Checkout+ receive free return shipping on eligible returns. Customers who opted out of Checkout+ are responsible for return shipping costs.

If merchandise does not meet our return eligibility requirements, Bespoke Mahjong reserves the right to refuse the return.

REFUNDS

Approved refunds will be issued to the original payment method within 7–14 business days after the returned merchandise has been received, inspected, and processed.

Original shipping charges are non-refundable unless the return is due to a verified error by Bespoke Mahjong or otherwise required by law.

RETURN SHIPPING & RESTOCKING FEES

Merchandise that has been opened, unwrapped, or removed from its original sealed packaging may be subject to a 15% restocking fee, provided it is otherwise eligible for return.

Opened tile sets are not eligible for standard returns or exchanges.

If merchandise arrives damaged or contains a verified manufacturing defect, Bespoke Mahjong will cover applicable return shipping costs and waive restocking fees.

FINAL SALE ITEMS

The following items are Final Sale and cannot be returned or exchanged for a change of mind:

  • Automatic mahjong tables, including in-stock, made-to-order, and custom tables

  • Merchandise purchased from our Sale section

  • Custom and personalized products

  • Gift cards

  • Products specifically marked Final Sale

Promotional discounts do not automatically make merchandise Final Sale. Eligible merchandise purchased during Black Friday follows the Black Friday Sale Policy unless otherwise marked Final Sale.

TABLE PURCHASES & CANCELLATIONS

All Bespoke Mahjong table purchases are Final Sale, including in-stock, made-to-order, and custom tables.

Once a table order is placed, it cannot be canceled, returned, exchanged, or refunded for a change of mind.

In-stock tables are reserved specifically for your order and removed from available inventory. Made-to-order tables are submitted to our manufacturer for production following purchase.

The standard 30-minute order cancellation and editing window does not apply to table purchases.

This policy does not affect applicable warranty coverage or rights relating to damaged, defective, or incorrectly fulfilled orders.

ORDER CANCELLATIONS & EDITS

Eligible orders may be edited or canceled within 30 minutes of purchase.

You can edit or cancel your order here.

Table purchases are excluded from this cancellation window.

Once the 30-minute window has passed, eligible merchandise may be returned after delivery in accordance with our Returns & Exchanges Policy.

SHIPPING PROTECTION & CARRIER CLAIMS

You can start a shipping claim here.

If you purchased Checkout+:

Your order includes package protection against qualifying loss, theft, or damage during shipping.

Once an eligible claim is approved, we will replace the item at no additional cost. If the item is unavailable, a refund or store credit may be issued.

If you did not purchase Checkout+:

Your order does not include optional package protection. Shipping-related claims will be reviewed according to applicable carrier policies and consumer protection requirements.

Please inspect your package upon arrival.

  • Visible shipping damage: Please contact us within 5 days of delivery whenever possible.

  • Shipping protection claims: Submit claims within 30 days of delivery, subject to the protection provider's terms.

For damaged merchandise, please provide your order number, photos of the product and packaging, and a description of the issue.

MANUFACTURING DEFECTS & PRODUCT QUALITY

We stand behind the quality of our products.

Visible manufacturing defects, missing components, incorrect items, or other order discrepancies should be reported within 30 days of delivery.

Examples include:

  • Missing or misprinted tiles

  • Missing paint or printing defects

  • Tiles cracked upon arrival

  • Manufacturing flaws

  • Missing components

  • Incorrect merchandise received

To submit a claim, please provide proof of purchase, clear photos, and a description of the issue.

Upon review, Bespoke Mahjong may repair, replace, provide store credit, or offer another appropriate resolution, subject to applicable warranty terms and consumer rights.

SIX-MONTH LIMITED TILE WARRANTY

Bespoke Mahjong tile sets include a Six-Month Limited Warranty against manufacturing-related defects, beginning on the date of purchase.

This warranty applies to the original purchaser of products purchased directly from Bespoke Mahjong or an authorized retailer and requires proof of purchase.

Covered Manufacturing Defects

  • Manufacturing-related paint or printing defects

  • Production-related quality issues

  • Material defects not apparent upon initial inspection

Warranty Exclusions

This limited warranty does not cover:

  • Normal wear and tear from regular gameplay

  • Surface wear, paint wear, minor chipping, scratches, or finish wear resulting from use

  • Damage caused by dropping tiles

  • Improper storage or handling

  • Exposure to heat, moisture, sunlight, chemicals, or cleaning products

  • Damage caused by pets, children, accidents, misuse, or neglect

  • Products purchased secondhand or through unauthorized sellers

  • Minor variations in color, finish, acrylic characteristics, print placement, or other cosmetic differences that do not affect functionality

Cosmetic changes resulting from regular use are not considered manufacturing defects.

XL MEGA TILES & AUTOMATIC TABLE USE

XL Mega Tiles are specifically designed for use with automatic mahjong tables.

Automatic tables subject tiles to significantly more handling, tumbling, and mechanical movement than traditional hand-played mahjong.

As a result, cosmetic wear may develop more quickly.

Normal wear, including minor paint wear, surface scratches, finish wear, or other cosmetic imperfections resulting from automatic table operation, is not considered a manufacturing defect and is not covered under the Limited Tile Warranty.

The warranty covers manufacturing defects only, not wear resulting from normal automatic table use.

TABLE WARRANTY

All Bespoke Mahjong tables include a 90-Day Limited Warranty covering defects in manufacturer parts, beginning on the date of delivery.

This warranty applies to the original purchaser.

The warranty does not cover:

  • Physical damage

  • Improper installation

  • Improper or abnormal use

  • Misuse or neglect

  • Accidents

  • Improper maintenance

  • Damage or malfunction unrelated to defects in materials or workmanship

For table troubleshooting, warranty questions, or assembly assistance, please contact troubleshooting@bespokemahjong.com.

NORMAL WEAR & TEAR

Normal wear and tear resulting from regular use is not considered a manufacturing defect.

Cosmetic wear may become more noticeable over time and does not necessarily affect the function or playability of the tiles.

Products used in high-frequency environments, including instructional, club, recreational, or commercial settings, may experience cosmetic wear more quickly than products used for typical residential gameplay.

Such wear is not covered under the Limited Tile Warranty.

DISCONTINUED PRODUCTS & REPLACEMENT PARTS

Replacement products, tiles, and components are subject to availability.

If a product or design has been discontinued, Bespoke Mahjong will make reasonable efforts to provide replacement pieces when available. Exact color, design, or finish matches cannot be guaranteed.

If replacement inventory is unavailable, Bespoke Mahjong may offer an alternative solution, store credit, or another reasonable accommodation, subject to applicable warranty obligations.

ORIGINAL PURCHASER & SECONDHAND PRODUCTS

Returns, exchanges, and warranty claims generally must be initiated by the original purchaser with valid proof of purchase.

Limited warranties are non-transferable unless otherwise required by law.

Products purchased through private resale, Facebook Marketplace, or unauthorized third-party sellers are not eligible for coverage under Bespoke Mahjong's voluntary limited warranties.

For items received as gifts, the original purchaser may initiate a return, exchange, or warranty claim on behalf of the recipient. Gift returns remain subject to the applicable eligibility requirements, return deadlines, and original purchase terms.

WHOLESALE & AUTHORIZED RETAIL PURCHASES

Customers who purchased Bespoke Mahjong products through an authorized retailer or wholesale partner should contact the original retailer regarding returns or exchanges.

Warranty claims require proof of purchase from Bespoke Mahjong or an authorized retailer and remain subject to applicable warranty terms and reporting periods.

COURTESY REPLACEMENTS

We understand that every situation is unique.

For concerns outside our warranty coverage, Bespoke Mahjong may offer replacement pieces, store credit, discounts, or other goodwill accommodations on a case-by-case basis.

Courtesy accommodations are not guaranteed, do not establish an ongoing obligation to provide future replacements, and do not extend or renew the original warranty.

All replacement products and components are subject to availability.

PRICE ADJUSTMENTS

We offer a one-time price adjustment when an eligible item goes on sale within 7 days of purchase.

  • The item must be included in the promotion and remain in stock.

  • Requests must be submitted during the promotional period.

  • Price adjustments are not available on Final Sale merchandise.

  • Black Friday, Cyber Monday, and other specially designated promotional events are excluded from price adjustments.

  • Adjustments cannot be combined with other discount codes or offers.

For assistance, please contact info@bespokemahjong.com.

GIFT CARDS

All gift card purchases are Final Sale and non-refundable, except where required by law.

LOCAL PICKUP

Prefer to pick up your order and save on shipping?

Local pickup is available as an option at checkout. Please contact orders@bespokemahjong.com to coordinate a pickup time.

Bespoke Mahjong

1601 Kelly Blvd.

Carrollton, Texas 75006

PRODUCT IMAGES & COLOR VARIATIONS

We enhance product photography by adjusting backgrounds, lighting, and colors for online presentation.

Actual product colors may vary slightly due to monitor settings, lighting, materials, and normal production variations.

Minor variations that do not affect product functionality are not considered manufacturing defects.

DISCOUNT CODES & SALE MERCHANDISE

Discount codes cannot be combined with other offers unless expressly stated.

Merchandise purchased from our Sale section is Final Sale and cannot be returned or exchanged for a change of mind.

Additional promotional discounts may apply to Sale section merchandise when specifically advertised, but do not change its Final Sale status.

SHIPPING & PROCESSING TIMES

Most orders ship within 3–7 business days.

Processing times may be extended during promotional sales, holidays, product launches, inventory arrivals, or periods of high order volume.

Expedited shipping options may be available at checkout. Selecting expedited shipping does not guarantee same-day processing or shipment.

INTERNATIONAL ORDERS

International orders may be subject to import duties, taxes, brokerage fees, customs charges, or other government-imposed fees not included in the purchase price or shipping charges paid at checkout.

These fees are the customer's responsibility and vary by destination.

Additional charges may be collected by carriers or customs authorities before delivery, including for certain shipments to Canada, Australia, Puerto Rico, and other destinations.

Bespoke Mahjong is not responsible for destination-imposed duties, taxes, brokerage fees, or customs charges, except where otherwise required by law or expressly included at checkout.

ADDITIONAL QUESTIONS

Returns & Exchanges

Visit our Returns & Exchanges Portal

Order Changes

Visit our Order Editing Portal within 30 minutes of placing an eligible order.

Customer Service

orders@bespokemahjong.com

Table Support

troubleshooting@bespokemahjong.com

Bespoke Mahjong reserves the right to review claims and apply these policies consistently, subject to applicable consumer protection laws and statutory rights.