Refund policy
Our Promise
At Lucky Tile, every mahjong set is created with carefully designed artwork and produced in limited quantities. We inspect each order before shipment to ensure it arrives in excellent condition.
If there is an issue with your order, please contact us and we will do our best to help.
Order Cancellations
If you need to cancel your order, cancellation requests must be submitted within 48 hours of purchase.
Approved cancellations within this period will receive a refund, minus a $30 cancellation fee.
The cancellation fee covers costs that are already incurred when an order is placed, including payment processing fees, order preparation, production scheduling, and administrative handling. As a small business producing limited quantities, these costs cannot always be fully recovered after an order has entered our processing system.
After 48 hours, orders cannot be cancelled because production and fulfillment preparations may have already begun.
Returns
We accept return requests within 14 days of delivery for unused and unopened products.
To be eligible for a return:
- The item must be unused and in its original packaging
- All included accessories must be returned
- The buyer is responsible for return shipping costs
- Original shipping fees are non-refundable
Once the item is received and inspected, a refund will be issued to the original payment method.
Damaged or Defective Items
If your order arrives damaged or has a manufacturing defect, please contact us within 7 days of delivery with:
- Your order number
- Photos or videos showing the issue
- A description of the problem
We will review the issue and work with you to find the best solution, which may include replacement parts, a replacement item, or a refund.
Custom & Limited Production Items
Because Lucky Tile sets feature original artwork and are produced in limited quantities, we cannot accept returns or exchanges for used tile sets, opened tile sets, customized orders, or items damaged through use after delivery.
Production Variations
Each set is carefully inspected before shipping. Due to the nature of custom production, small variations may occur between individual pieces, including slight differences in color, texture, engraving depth, or artwork placement. These variations are not considered defects.
Shipping Issues
We carefully package every order before shipment. Once an order has been handed to the shipping carrier, delivery times, customs processing, and carrier delays are outside of our direct control.
If your package is lost, damaged during transit, or has an issue with delivery, please contact us and we will assist in resolving the situation.
Contact Us
For any questions regarding cancellations, returns, refunds, or your order, please contact us at support@luckytile.store.