Mahjong Return Policy – Case-Mate Brands

Case-Mate Mahjong Return & Refund Policy

This policy applies to Case-Mate Mahjong tile sets, racks, pushers, mats, and Mahjong accessories purchased on case-mate.com. Where it differs from our standard Return Policy, this policy applies to Mahjong items.

Return Window

You may return eligible Mahjong items within 30 days of the shipment date for a refund or exchange.
Mats, racks, pushers, and accessories can be returned or exchanged in new, unused condition in their original packaging.
Tile sets are eligible for a refund or exchange when returned unopened, with the tile tray still sealed in its original shrink-wrap and all contents included (tiles, racks, dice, dice pouch, card inserts, and storage case).

Opened Tile Sets

Once the tile tray shrink-wrap has been removed, the set is not eligible for return or exchange. Tile sets can only be returned unopened; please inspect the box and contents before opening the tray.
Defects discovered upon opening are covered under Damaged, Defective, or Incorrect Orders below.
If you have a concern about an opened set, contact Customer Service and we'll do our best to help.

Exchanges

Exchanges are available for unopened tile sets and for mats, racks, pushers, and accessories in new condition. Exchanges for a different color or style of the same item are free when return coverage was added at checkout.
A photo of the sealed tile tray may be requested when starting your return or exchange to confirm eligibility.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, contact Customer Service within 30 days of delivery with your order number, a description of the issue, and photos of the item and packaging.

Replacement Tiles

If a tile arrives damaged, cracks, or breaks under normal use, we'll replace it at no charge for any set we currently sell. Contact Customer Service with your order number, the tile(s) needed, and a photo of the damaged tile.
If a tile is lost, individual replacement tiles for current sets are available for purchase on case-mate.com at $6 per tile. Any tile in the set can be ordered, including jokers and blanks.
Replacement tiles may be produced in separate batches, so slight variations in color or finish from your original set may occur. This does not affect gameplay.

Starting a Return or Exchange & Shipping Costs

Start your return or exchange through the Case-Mate Returns Center. All returns must be initiated online before shipping; unauthorized returns cannot be processed.
A prepaid return shipping label will be provided for every return. If you added return coverage at checkout, the label is included at no charge. If you declined coverage, the cost of the label will be deducted from your refund.
Tile sets must be returned in their original box with all packaging.
Original shipping charges and return coverage fees are not refundable.

Refund Processing

Once your return is received and inspected, approved refunds are issued to the original payment method within 5 - 10 business days. Exchange items ship once the returned item has been received and inspected.

Holiday Return Window

Mahjong items purchased between Thanksgiving and December 24 may be returned or exchanged through January 15, subject to the conditions above.

Purchases from Retailers

Mahjong items purchased from any retailer separate from case-mate.com must be returned through that retailer under its return policy. Case-Mate cannot process returns for items purchased elsewhere.

International Orders

International orders may be returned within 30 days of shipment for a refund. Exchanges are not available on international orders. Return shipping to our U.S. facility is the customer's responsibility.