Last updated: May 5, 2026
Thank you for shopping with Sage Mahjong, operated by Kovex LLC.
This policy explains returns, exchanges, refunds, and cancellations for purchases made directly from sagemahjong.com. This policy forms part of our Terms of Service. Please review it before ordering. Nothing in this policy limits rights that cannot lawfully be excluded. Where applicable law provides greater rights, those rights take priority.
Looking for cleaning and storage advice? Read our Mahjong Tile Care Guide for step-by-step product care and help with spills or marks.
Important return information: Our designated return facility is in China. Customer-initiated returns require international shipping to China at the customer’s expense. Our United States business address is not an authorized return address unless we specifically instruct you otherwise.
For eligible voluntary change-of-mind returns, a 20% restocking fee plus a separate 5% payment-processing and administration fee apply, totaling 25% of the returned merchandise’s price after discounts. Orders originally shipped with free shipping are also subject to a US$29.99 outbound shipping deduction per order, allocated proportionately for partial returns, as explained in Section 6. These deductions apply only where disclosed before purchase and permitted by law.
1. Return Request Window
For eligible change-of-mind returns, email support@sagemahjong.com within 30 calendar days after delivery. This period begins the day after you receive the item. Carrier tracking is used as delivery evidence; please contact us if the recorded delivery date is incorrect.
Your request date, not our reply date, determines whether you contacted us on time. Once we provide authorization and complete return instructions, send the item within 14 calendar days, unless we agree otherwise. You do not need the parcel to arrive in China within that period.
Different deadlines may apply to defective, damaged, or materially misdescribed goods, warranties, and statutory cancellation rights. The voluntary return window does not shorten those rights. For delivery information, please see our Shipping Policy.
2. Eligibility for Change-of-Mind Returns
Eligible items must:
- Be unused, unaltered, and in the condition received. Necessary unpacking and reasonable inspection alone do not count as use.
- Include all components, accessories, inserts, and original product packaging supplied with the purchased item.
- Be packed securely for international return shipping.
- Be identifiable by an order number or other reasonable proof of purchase.
Please contact us before sending an item so we can provide the correct address and shipping instructions. A return authorization facilitates processing; it does not override a valid statutory cancellation notice or other mandatory rights.
These condition and packaging requirements apply to our voluntary change-of-mind policy. They do not automatically prevent a remedy for a defective, damaged, or materially misdescribed item.
3. Product Photos and Color Differences
Product colors may appear slightly different due to screen settings, lighting, and minor variations in printing and materials. Minor shade differences alone do not constitute a product defect. Eligible change-of-mind returns remain available under this policy.
This provision does not permit a materially different color, design, or product specification from that represented in the listing at the time of purchase or otherwise agreed with you. Any material substitution requires your agreement before shipment.
If you report a color discrepancy, we will assess the product listing, order details, any written agreements, and available photos of the item received. Clear photos in natural light can help us review the issue.
If a particular shade is essential to your purchase, contact us before ordering to discuss the current product. This request does not reduce our responsibility to describe products accurately.
4. Items Excluded from Voluntary Returns
The following are excluded from our voluntary change-of-mind return policy:
- Items clearly identified as Final Sale — No Change-of-Mind Returns before purchase.
- Products genuinely made to your individual specifications or personalized for you, including custom artwork, names, logos, or engraving.
- Gift cards, except where a refund or cash redemption is required by law.
- Items used beyond reasonable inspection, altered, or damaged by the customer after delivery, or returned incomplete or without original product packaging, subject to Section 8.
A discount, clearance price, promotion, or coupon alone does not make an item final sale. A standard catalog design is not treated as personalized merely because it is produced after an order is placed.
These exclusions do not remove rights relating to defects, shipping damage, incorrect items, material differences from the agreed description, or applicable statutory withdrawal rights.
5. Damaged, Defective, Incorrect, or Materially Misdescribed Items
Email support@sagemahjong.com as soon as you discover an issue. For visible shipping damage or an obvious order error, reporting it within 7 days of delivery helps us investigate promptly. This is a request for prompt reporting, not a limit on your statutory or warranty rights.
Please provide your order number, a description of the issue, and reasonable supporting photos where available. An unboxing video is not required. If photos cannot adequately show the issue, we will discuss another reasonable way to assess it.
Please keep the affected item and available packaging while we review the issue. Do not discard or alter the item without contacting us. Missing packaging alone does not invalidate a claim for a defective or misdescribed product.
Where a defect, transit damage, shipping error, or material discrepancy is established, we will provide a replacement, refund, or other remedy appropriate to the issue and applicable law, including any right you have to choose the remedy. A refund covers the affected items, associated taxes, and original delivery charges attributable to those items.
No restocking, handling, payment-processing fee, or US$29.99 free-shipping deduction applies to these remedies. If a return is required, we will arrange return shipping at our expense or agree in advance to reimburse reasonable return shipping costs. Please contact us before booking a return so we can provide suitable arrangements.
6. Change-of-Mind Return Costs
Returns for personal preference, no longer needing an item, ordering the wrong item, or disliking a minor color variation that does not make the product materially different from its description are treated as change-of-mind returns.
For eligible voluntary change-of-mind returns, where permitted by law:
- Return shipping to our designated facility in China is paid by the customer. International postage can be substantial and varies by origin, carrier, weight, and service. Contact us before purchasing if you need help assessing the return destination or likely cost.
- A fixed restocking fee of 20% of the actual price paid for the returned merchandise applies, after allocated discounts and excluding separately billed shipping and tax. For a free-shipping order, the percentage is calculated before the separate outbound shipping deduction below.
- A separate payment-processing and administration fee of 5% applies to the same returned merchandise amount. The 20% and 5% fees are added, not compounded, for a combined deduction of 25%. The 5% fee covers payment-related administration separately from restocking and inspection; it is a Sage Mahjong voluntary return policy fee, not a statement that PayPal or another payment provider charges a uniform 5% rate.
- Original delivery charges actually paid at checkout are non-refundable, except where applicable law requires otherwise.
- For an order originally shipped with free shipping, a fixed US$29.99 outbound shipping deduction applies in addition to the 20% restocking fee and 5% payment-processing and administration fee. Free shipping is conditional on keeping the purchased items, subject to the exceptions below. This is a fixed deduction under this voluntary return policy, not a statement that US$29.99 was separately charged at checkout or that it equals the carrier’s actual charge.
- The US$29.99 deduction applies once per original order, not per item or parcel. For a partial return, it is allocated in proportion to the returned merchandise’s price after discounts compared with the original order’s total merchandise price after discounts. Total deductions for this outbound shipping allowance across all returns from the same order will not exceed US$29.99.
- We do not apply the US$29.99 deduction to an order for which you paid an outbound delivery charge at checkout. No additional payment-processing or administration charge beyond the stated 5% fee applies.
- If we provide a paid return label at your request, we will disclose its price and obtain your agreement before deducting it. You will not be charged twice for the same return postage.
For a full voluntary return of an eligible free-shipping order, the merchandise refund is the price paid for the returned merchandise after discounts, less the 20% restocking fee, 5% payment-processing and administration fee, and US$29.99 outbound shipping deduction. Applicable refundable taxes are added separately. Any agreed prepaid return-label charge is a separate return shipping cost. The refund will not be reduced below zero, and these deductions do not authorize an additional charge to your payment method.
We will explain the expected refund calculation before you send the return. This does not permit us to introduce fees that were not disclosed before purchase. The 20% restocking fee, 5% payment-processing and administration fee, and US$29.99 outbound shipping deduction do not apply to an eligible statutory withdrawal or any return caused by our error, a defect, transit damage, or material misdescription.
7. Return Shipping and Delivery Refusal
Use only the return address and instructions provided by our support team. Do not send returns to the original dispatch address, manufacturer, or United States business address unless instructed.
We recommend tracked shipping and suitable insurance. Keep your receipt and tracking details. Where you independently select and purchase return shipping, you are responsible for arranging any carrier claim if the parcel is lost or damaged before receipt, subject to applicable law. Where we arrange shipping, we will handle carrier issues. Mandatory rights based on proof of return shipment remain unaffected.
Refusing delivery is not a substitute for notifying us of a return or cancellation. For voluntary refusals, a refund is assessed once the goods are recovered, subject to applicable law. Any deduction for return-to-sender charges must be lawful, supported by actual costs, and explained to you; it will not duplicate return postage already charged. We do not automatically treat an unsuccessful delivery, shipping error, or valid statutory cancellation as a chargeable voluntary refusal.
8. Inspection and Refunds
We will inspect returned items and email the outcome within 5 business days of receipt. We will initiate an approved refund within a further 5 business days, or sooner where required by law. Your bank or payment provider may take additional time to post the credit.
Refunds go to the original payment method. Refund calculations use the price actually paid for the returned items, allocated discounts, applicable refundable taxes, and any lawful deductions described in this policy.
If a voluntary return is incomplete, damaged by the customer, or otherwise ineligible, we will explain the issue and provide supporting details before declining it or making a lawful reduction for lost value. We will not recover the same loss twice through overlapping deductions. If we decline the return, we will contact you to arrange next steps, including any disclosed cost to send the item back to you.
If a confirmed refund has not appeared after the payment provider’s processing period, contact your bank or payment provider, then email us with your order number if further help is needed.
9. Exchanges and Gifts
For a voluntary exchange, contact us within the return window. Exchanges depend on availability and follow the same eligibility and fee rules as voluntary returns. We will explain any price difference and replacement shipping charge before you agree. Where a direct exchange is unavailable, an eligible item may be returned and a separate order placed.
Replacements for defective or incorrect goods follow Section 5 and do not incur voluntary exchange fees.
Gift recipients may contact us with proof of purchase to discuss an eligible return. Any monetary refund goes to the original payment method. Store credit may be offered with the agreement of the person entitled to the refund; it will not be imposed in place of a refund that is required by law or this policy.
10. Order Cancellation
Standard products
Email support@sagemahjong.com as soon as possible to request cancellation. If we can stop fulfillment before the parcel is handed to the carrier, we will cancel the standard product order and issue a full refund without a cancellation or payment-processing fee.
Once the parcel has been handed to the carrier, we may be unable to intercept it. You may notify us that you wish to return it under this policy. This does not restrict a statutory right to cancel after dispatch.
Personalized or custom products
Cancellation may be restricted once approved custom work or production has begun. Any cancellation charge must follow terms clearly disclosed and agreed before purchase, reflect documented non-recoverable custom work or materials, and be permitted by law. If no such charge was disclosed and agreed, we will not introduce one after purchase.
Cancellations caused by us
We do not charge cancellation fees for stock shortages, our errors, or cancellations to which you are entitled because of shipment delays. If we cannot ship within the promised timeframe, we will notify you and provide the options and prompt refund required by applicable law. If we cancel an order we cannot fulfill, we will refund the amount paid for the cancelled items and associated charges.
11. Additional Mandatory Consumer Rights
This policy provides voluntary benefits in addition to mandatory rights. Requirements concerning authorization, condition, packaging, fees, shipping risk, and time limits do not apply to the extent they conflict with applicable law.
Where UK or EU statutory distance-selling withdrawal rights apply to an eligible order:
- You may notify us of withdrawal within 14 days after receiving the goods, without giving a reason, and must send them back within 14 days after notifying us. Any legally required extensions apply.
- You may inspect the goods as you reasonably could in a shop. No restocking, cancellation, payment-processing fee, or US$29.99 free-shipping deduction applies. A lawful deduction may be made for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics, and functioning.
- We will refund the payments required by law, including the standard outbound delivery charge where applicable. Any extra cost of an upgraded delivery service need not be refunded unless required by law.
- You bear direct return shipping costs to China only where that responsibility was properly disclosed before purchase and the law permits it.
- Refunds are due within 14 days of your withdrawal notice, subject to any lawful right to withhold reimbursement until we receive the goods or evidence of their return, whichever is earlier.
- Only legally recognized exceptions, including qualifying genuinely personalized goods, restrict this withdrawal right. A final-sale label alone does not remove it.
Our 30-day voluntary return window remains available for eligible items; it does not reduce these separate statutory rights. Other jurisdictions may provide additional remedies or different requirements, which we will honor where applicable.
12. Policy Changes
The policy in effect when your order is placed applies to that order. Later changes will not reduce your existing rights or impose new fees on an earlier purchase. Updates will be published with a revised date.
13. Contact
Sage Mahjong, operated by Kovex LLC
30 N Gould St, Ste R
Sheridan, WY 82801
United States
Email: support@sagemahjong.com
The address above is our business contact address. Returns are sent to our designated facility in China using the address and instructions provided by our support team.