Refund policy

Effective Date: May 28, 2026
Last Updated: May 28, 2026

This Refund Policy explains how Mahj Palazzo reviews returns, refunds, replacements, store credit, and eligible order issues. Our goal is to provide a clear and fair customer experience while protecting the quality and integrity of the pieces we prepare for each order.

For questions about your order, please contact us at hello@mahjpalazzo.com.

1. General Return Policy

Because Mahj Palazzo products may be made to order or custom-prepared specifically for each customer, we generally do not accept returns or exchanges for buyer’s remorse, change of mind, color preference, subjective preference, accidental orders, size misunderstanding, or failure to review product details before purchase.

Each order is prepared with care, and our policy is designed to help ensure that customers receive pieces that are pristine, thoughtfully packaged, and prepared for their table.

This does not affect our willingness to review eligible order issues, including items that arrive damaged, defective, incorrect, incomplete, or missing, as described below.

2. Made-to-Order and Custom-Prepared Products

Many of our Mahjong mats and related Mahjong/tabletop accessories may be made to order or custom-prepared specifically for you.

Once an order has entered production, fulfillment, or shipment, we may not be able to modify, cancel, exchange, or return the order. If you need to request a change or cancellation, please contact us as soon as possible at hello@mahjpalazzo.com.

Requests are reviewed on a case-by-case basis and are not guaranteed once production has begun.

3. Damaged, Defective, Incorrect, Incomplete, or Missing Items

Please inspect your order promptly when it arrives.

If your order arrives damaged, defective, incorrect, incomplete, or missing an item, please contact us within 7 days of delivery at hello@mahjpalazzo.com.

To help us review the issue, please include:

Your order number.

A clear description of the issue.

Clear photos of the item.

Clear photos of the packaging.

Photos of any visible damage, defect, incorrect item, incomplete item, or missing component where applicable.

Requests submitted outside the 7-day window may not be eligible for resolution, subject to applicable law.

4. Review and Approval Process

All refund, replacement, return, and store credit requests are subject to review.

Submitting a request does not automatically guarantee a refund, replacement, return approval, store credit, or other resolution. Mahj Palazzo may request additional information, photos, or documentation before determining whether an issue is eligible for resolution.

Eligible issues are reviewed on a case-by-case basis. The available resolution may depend on the nature of the issue, product availability, order details, carrier information where applicable, and applicable policy terms.

Where appropriate, Mahj Palazzo may offer one or more of the following resolutions:

Replacement.

Refund.

Store credit.

Another appropriate case-by-case resolution.

5. Refunds

If a refund is approved, it will generally be issued to the original payment method used at checkout.

Approved refunds may take several business days to process, and additional time may be required by your bank, credit card provider, payment processor, or Shopify payment method before the funds appear in your account.

Refunds are not guaranteed until the issue has been reviewed and approved by Mahj Palazzo.

6. Replacements

Where appropriate, Mahj Palazzo may offer a replacement for an eligible damaged, defective, incorrect, incomplete, or missing item.

Replacement eligibility may depend on product availability, the type of issue, supporting photos or documentation, and applicable policy terms.

If the same item is unavailable, Mahj Palazzo may offer an alternative case-by-case resolution, such as a refund, store credit, or another suitable remedy.

7. Store Credit

Where appropriate, Mahj Palazzo may offer store credit as a resolution.

Store credit may be offered on a case-by-case basis and may depend on the circumstances of the issue, product availability, and applicable policy terms.

Store credit is not guaranteed and may not be available in every situation.

8. Approved Returns Only

Please do not send any item back without written authorization from Mahj Palazzo.

Unauthorized returns may not be accepted, processed, refunded, replaced, or credited. If a return is approved, we will provide instructions for the return process.

If a return is authorized, the item must generally be unused, in its original condition, in its original packaging, and include any accessories, inserts, or included materials, unless the issue is a defect or damage discovered upon opening.

9. Return Shipping

Because we generally do not accept returns, return shipping terms will depend on the reason for the approved return or resolution.

If a return is approved, the customer is generally responsible for return shipping costs unless Mahj Palazzo determines otherwise in writing on a case-by-case basis.

If the issue involves a damaged, defective, incorrect, incomplete, or missing item, Mahj Palazzo will review the circumstances and provide next steps. In some cases, Mahj Palazzo may cover return shipping or provide another resolution, but this is determined case by case and must be confirmed in writing before any item is sent back.

Return shipping arrangements must be confirmed in writing by Mahj Palazzo before any item is returned.

10. Original Shipping Fees

Original shipping fees are generally non-refundable unless required by law or unless the issue resulted from a Mahj Palazzo error.

If a refund, replacement, or store credit is approved, the treatment of original shipping fees may depend on the reason for the resolution, the applicable order details, and any legal requirements.

11. Non-Returnable and Final Sale Items

The following items are generally not eligible for return or exchange unless they arrive damaged, defective, incorrect, incomplete, or missing and the issue is reported within the required timeframe:

Made-to-order products.

Custom-prepared products.

Final sale items.

Sale or discounted items.

Gift cards, if offered.

Used, washed, altered, damaged-after-delivery, or visibly handled items.

Items missing original packaging, inserts, accessories, or included materials.

Items purchased through private resale, unauthorized sellers, or third-party transactions that cannot be verified by Mahj Palazzo.

Final sale language should not be interpreted to limit any rights that cannot be limited under applicable law.

12. Gift Cards

Gift cards are not currently offered.

If gift cards are offered in the future, gift card purchases will generally be final sale and non-refundable, except where required by law.

13. Product Color, Scale, and Display Variations

We do our best to represent our products clearly and accurately. However, colors, scale, and texture may appear slightly different depending on screen settings, device display, lighting, photography, or production variation.

Minor variations in color, placement, finish, or appearance may occur as part of the production process and are not generally considered defects unless the item is materially incorrect, damaged, or defective.

Customers are responsible for reviewing product descriptions, dimensions, materials, photos, and listing details before placing an order.

14. Original Purchaser and Authorized Channels

Refund, replacement, store credit, or return review is generally available only for orders purchased directly from Mahj Palazzo or through an authorized sales channel.

Products obtained through private resale, unauthorized sellers, third-party transactions, or previous owners may not be eligible for return, refund, replacement, store credit, or review because Mahj Palazzo cannot verify the original purchase, product handling, storage conditions, or condition after transfer.

If a product was purchased from a third party or unauthorized seller, any concerns should generally be addressed directly with the seller from whom the product was purchased.

15. Order Changes and Cancellations

Because our products may be made to order or custom-prepared, changes or cancellations may not be possible once production has started.

If you need to request a change or cancellation, please contact us as soon as possible at hello@mahjpalazzo.com. We will review your request, but we cannot guarantee changes or cancellations after an order has entered production, fulfillment, or shipment.

16. Lost, Delayed, Returned, or Undeliverable Packages

Lost, delayed, returned, undeliverable, or marked-delivered packages are generally handled under our Shipping Policy.

If your package appears lost, delayed, returned, undeliverable, or marked delivered but not received, please contact us at hello@mahjpalazzo.com so we can help review the available tracking information and determine possible next steps.

Depending on the circumstances, carrier review, product availability, and applicable policy terms, Mahj Palazzo may offer a replacement, refund, store credit, or another appropriate case-by-case resolution.

17. Contact Us Before Opening a Dispute

We encourage customers to contact us first at hello@mahjpalazzo.com if there is an issue with an order.

This allows us to review the issue, request any needed information, and determine whether a replacement, refund, store credit, or another resolution may be appropriate.