Refund policy

Refund policy

Return & Refund Policy 
At Flow Mahjong, we take great pride in the quality of our products and want you to love everything you receive. Please read our policy carefully before making a purchase. 

To the extent that a tile breaks after 7 days of delivery, Flow Mahjong will provide replacement tiles for sets currently being sold. For any retired sets, we will do our best to find a replacement tile. 

Return Policy 
Boutique Purchases: Items purchased from a boutique or retail partner must be handled directly by the retailer you purchased from. Flow Mahjong is unable to process returns for purchases made through third-party retailers. 

Direct Purchases: We will accept returns on eligible items within 7 days of delivery. Items must be returned unopened, in their original packaging, with all accessories included to be eligible for a full refund. Tiles must be returned sealed in their original shrinkwrap, with 4 original tile information cards, to be eligible for a full refund, otherwise a 15% restocking fee will apply. Please note that the unopened requirement does not apply to defective items discovered upon opening. 

Opened Items: Opened items (excluding defective items) may be returned within 7 days of delivery date, subject to a 15% restocking fee, for store credit only. 

All returns must be authorized before sending products back to us. Please contact info@flowmahjong.com to request return authorization prior to shipping. We will decline any non-authorized returns. 

Buyer is responsible for all return shipping costs. Please include your name and order number to ensure proper processing. 

EU Customers:

If you are located in the European Union, you have the right to withdraw from your purchase within 7 days after receiving your order, without providing a reason. To exercise this right, you must notify us of your decision to withdraw before the 7-day period expires. You can do so by contacting us at info@flowmahjong.com. Return shipping costs are the responsibility of the customer. Flow Mahjong is headquartered in China and maintains warehouses in the United States. Customers are responsible for the cost of shipping all returns to our U.S. or China warehouses. We recommend using a trackable shipping method, as we cannot process your refund until the returned item is received. Once we receive your return, we will refund the original purchase price, including standard outbound shipping, within 7 days.

Refund Processing 
Once your return is received and inspected, we will notify you of the status of your refund. Approved refunds will be processed within 5 – 10 business days and applied to your original method of payment.  

Holiday Return Window: Purchases made between Thanksgiving and Christmas will have an additional two week return window following Christmas.  

Shipping & Duties 
Flow Mahjong is not responsible for shipping delays, lost packages, or carrier-related issues once an order has been handed to the carrier. For international orders, customers are responsible for any applicable duties, taxes, or customs fees assessed upon delivery. These charges are determined by your country's customs authority and are outside of our control. 

Questions? 
We're here to help. Reach out to us at info@flowmahjong.com and we'll do our best to assist you. 

This policy is effective as of August 1st, 2026 and applies only to purchases made on or after that date. 

Flow Mahjong reserves the right to update this policy at any time without prior notice. The policy in effect at the time of purchase will apply to your order.