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.

Which policy applies to your order

Mahjong sets — the tile sets, and any mat, racks or bundle sold as part of a set. These are produced in limited batches.

Accessories — everything else in the shop. Each accessory is made individually for you after you order.

Order Cancellations

Mahjong sets. 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 canceled because production and fulfillment preparations may have already begun.

Accessories. Every accessory is made to order, so orders cannot be canceled — production begins immediately. If you've made a mistake, contact us as soon as you can, and if production hasn't started, we'll do what we can.

Returns

Mahjong sets. 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
Return shipping is the buyer's responsibility and cost
Original shipping fees are non-refundable

Once the item is received and inspected, a refund will be issued to the original payment method.

Accessories. Because each accessory is made to order, accessories cannot be returned or exchanged, including for size or color. Please check the size chart before ordering.

Damaged or Defective Items

This applies to everything we sell.

If your order arrives damaged, has a manufacturing defect, or is not what you ordered, 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.

This does not cover items that do not fit, or orders sent to an address that was entered incorrectly at checkout.

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 item is carefully inspected before shipping. Due to the nature of limited-batch and made-to-order 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.