This Return & Cancellation Policy ("Policy") governs all purchases made through the Darling Mahjong website located at [darlingmahjong.com] ("Website") and applies to all customers ("you" or "your"). By placing an order with Darling Mahjong ("we," "us," or "our"), you acknowledge that you have read, understood, and agreed to the terms set forth in this Policy. If you do not agree with this Policy, you should not complete a purchase.

1. All Sales Are Final

Every product sold through Darling Mahjong is custom-made, personalized, or made-to-order specifically for the individual customer at the time of purchase. Our mahjong sets, personalized tiles, accessories, apparel, and gift items are uniquely produced upon receipt of each order.

Because each item is uniquely produced upon order, we are unable to accept returns, exchanges, or refunds of any kind, for any reason, including but not limited to:

• Change of mind after purchase;
• Incorrect size or color selection made by the customer;
• Ordering the wrong item or quantity;
• Dissatisfaction with the aesthetic outcome of a customized or personalized product;
• Delays in receipt or change in personal circumstances.

By completing a purchase on our Website, you acknowledge and expressly agree that your order is non-returnable and non-refundable. No exceptions will be made.

2. No Cancellations

Orders cannot be cancelled, modified, or amended after they have been placed and payment has been confirmed. Once an order is submitted, production begins immediately in order to fulfill your custom request in a timely manner. For this reason, cancellation requests — regardless of when they are submitted after the order is placed — cannot be accommodated under any circumstances.

We strongly encourage all customers to carefully review the following before completing checkout:

• Product specifications and customization details;
• Personalization text, names, and artwork selections;
• Selected quantities and variants (size, color, style);
• Shipping address and contact information.

Once your order confirmation is received, the order is final and production is underway. No cancellations will be accepted at any stage.

3. Defective or Damaged Items — Limited Exception

While all sales are final, Darling Mahjong stands behind the quality of its products. If your order arrives with a confirmed manufacturing defect or damage caused by a shipping incident, you may contact us to request a replacement review. This is not a return, refund, or cancellation accommodation — it is a limited quality review process.

To be eligible for a replacement review, all of the following conditions must be met:

1. You must contact us at [[email protected]] within 48 hours of the carrier-confirmed delivery date and time;
2. You must provide your order number;
3. You must provide clear, unedited photographic evidence of the damage or defect, showing the item and its packaging; and
4. You must retain all original packaging materials until the claim is fully resolved.

We reserve the sole and exclusive right to determine whether an item qualifies as defective or damaged under the terms of this Policy. If a claim is approved, it may result — entirely at our discretion — in a replacement item only. No refund, store credit, partial credit, or return will be issued under any circumstances.

Claims submitted after 48 hours of the confirmed delivery timestamp will not be considered, regardless of circumstances.

Please note that the following do not constitute defects and are not eligible for any replacement review:

• Normal variations in color or tone due to screen calibration differences;
• Natural variations in texture or finish inherent to handcrafted or artisan products;
• Minor aesthetic differences from product photography that are within expected production tolerances;
• Wear resulting from use after delivery.

4. Incorrect Orders Due to Customer Error

Darling Mahjong is not responsible for errors made by the customer during the ordering process. Customer errors include, but are not limited to:

• Incorrect personalization text, names, dates, or spelling submitted by the customer;
• Selection of the wrong product, variant, size, or color;
• Entry of an incorrect or incomplete shipping address;
• Selection of incorrect quantity.

Because production begins immediately upon order confirmation, no refunds, replacements, or store credits will be issued for orders affected by customer input errors. Please double-check all personalization details, product selections, and shipping information before placing your order. The responsibility for order accuracy rests entirely with the customer.

5. Lost or Undelivered Packages

Darling Mahjong is not responsible for packages that are lost, delayed, stolen, or undelivered due to any of the following:

• Carrier error or operational delays;
• Incorrect or incomplete shipping addresses provided by the customer at checkout;
• Customs holds, import delays, or international shipping complications;
• Force majeure events or circumstances beyond our reasonable control.

Once an order has been handed to the carrier and a tracking number has been issued, responsibility for delivery passes to the carrier. We recommend that all customers retain their shipment tracking information. If a delivery issue arises, customers should contact the carrier directly using the provided tracking number.

We are unable to issue refunds, replacements, or store credits for packages that have been confirmed as delivered by the carrier, regardless of whether the customer claims the package was not received. If your tracking information reflects a delivered status and you have not received your package, please contact your local carrier office and check with neighbors or building management.

6. Chargebacks and Payment Disputes

Because all sales are final and this Policy is clearly disclosed prior to the completion of any purchase on our Website, initiating a chargeback or payment dispute for reasons that are explicitly covered by this Policy is considered a violation of our Terms of Service.

We reserve the right to contest any and all chargebacks filed contrary to the terms of this Policy. In the event of a dispute, we will provide the relevant payment processor or financial institution with documentation of this Policy, your purchase confirmation, and evidence that this Policy was disclosed and agreed to at the time of checkout. Customers who initiate fraudulent or bad-faith chargebacks may be permanently banned from purchasing through Darling Mahjong.

7. No Exceptions

This Policy applies equally to all customers and all orders, without exception. No verbal, written, or digital representations made by any third party — including but not limited to communications via social media, email, or any platform other than this written Policy — shall override, supersede, or create exceptions to the terms stated herein.

We sincerely appreciate your understanding. The no-return, no-cancellation policy exists because every product we create is made especially for you — it is unique, personalized, and cannot be resold, repurposed, or used to fulfill another customer's order. This policy allows us to continue offering fully customized, high-quality mahjong products and gifts.

If you have any concerns about a product before purchasing, we encourage you to contact us prior to placing your order so that we may answer your questions.

8. How to Contact Us

If you have questions about an existing order, believe your item arrived damaged or defective, or require further clarification about this Policy before making a purchase, please reach out to us through the following channels:

Our team will respond to all inquiries within 2–3 business days. Please note that contacting us does not guarantee a resolution outside the express terms of this Policy. Reaching out to us does not pause, extend, or alter any deadlines or terms described herein, including the 48-hour window for damaged or defective item claims.

This Policy is governed by and construed in accordance with the laws of the State of Illinois, USA. Any disputes arising in connection with this Policy shall be subject to the exclusive jurisdiction of the courts located in Cook County, Illinois.

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This Return & Cancellation Policy was last updated on August 12, 2026. By placing an order with Darling Mahjong, you confirm that you have read, understood, and agreed to this Policy in its entirety. © 2026 Darling Mahjong. All rights reserved.