Refund and Returns Policy

Last updated: May 5,2026

Thank you for shopping with Sage Mahjong, operated by Kovex LLC.

This Refund, Returns & Cancellation Policy describes how we handle order cancellations, returns, and refunds. By placing an order through sagemahjong.com, you agree to the terms set out below. This policy is incorporated into our Terms of Service.

1. Return & Refund Window

Our refund and returns window is 30 days from the date of delivery, as recorded by the carrier’s tracking confirmation.

If more than 30 days have passed since delivery, we are unable to offer a full refund or exchange, except where the item is covered by a manufacturing defect or arrived damaged in transit (see Section 4 of this policy and our Shipping Policy).

2. Eligibility for Returns

To be eligible for a return, the item must:

  • be unused and in the same condition you received it;
  • be returned in its original packaging, including any inserts, instructions, accessories, and protective materials;
  • have all original components present (for example, all tiles, racks, dice, or other items that came with a set);
  • be accompanied by your order number or proof of purchase.

Please do not send returns directly to the manufacturer or to any address other than the one provided by our support team. Returns sent without authorization may be refused or delayed.

3. Non-Returnable and Non-Refundable Items

Certain items are not eligible for return or refund, including:

  • items marked as final sale, clearance, or part of a flash promotion at the time of purchase;
  • customized or personalized items made to your specifications (such as custom-printed tiles, custom engraving, or made-to-order configurations), unless the item arrived defective or differs materially from what was ordered;
  • gift cards;
  • items showing signs of use, drops, liquid exposure, or wear acquired after delivery;
  • items returned without their original packaging or with missing components.

4. Damaged or Incorrect Items

If your order arrives damaged in transit, defective, or not matching what you ordered, please email support@sagemahjong.com within 7 days of delivery and include:

  • your order number;
  • a clear description of the issue;
  • photos of the item, the packaging, and any visible damage.

For confirmed damage, defects, or shipping errors, we will arrange a replacement or full refund (including return shipping) at no additional cost to you.

5. Partial Refunds

At our discretion, partial refunds may be issued in situations such as:

  • items not in their original condition, with damage or missing components for reasons not caused by us;
  • items returned more than 14 days after delivery, where we are still able to accept the return;
  • items returned without their original packaging or accessories.

6. Customer-Initiated Returns and Applicable Fees

If a return is initiated for reasons unrelated to a fault on our side — for example, change of mind, the wrong item being ordered by mistake, or refusal of delivery without a defect — the following may apply:

  • a payment processing fee of approximately 5%, charged by our third-party payment provider and not refunded back to us when we issue a refund;
  • a restocking and handling fee of 10–30% of the order amount, depending on the order’s status, packaging condition, and administrative effort required to return the items to inventory.

Where applicable, these fees are deducted from the total refundable amount. Original outbound shipping costs are non-refundable for customer-initiated returns.

7. Refund Approval and Processing

Once your returned item is received at our designated return address and inspected, we will email you to confirm whether the refund has been approved or declined.

If approved, refunds are issued to the original payment method, typically within 5–10 business days of approval. Depending on your bank or card issuer, the refunded amount may take additional time to appear on your statement.

8. Late or Missing Refunds

If a refund hasn’t appeared after our confirmation:

  1. Re-check your bank account or payment method, including any pending balances.
  2. Contact your credit card issuer — there is often a delay before refunds are officially posted.
  3. Contact your bank, as some banks require additional processing time before a refund is reflected.

If you have completed these steps and still have not received your refund, please email support@sagemahjong.com with your order number and we will help investigate.

9. Gift Orders

If the item was marked as a gift at the time of purchase and was shipped directly to you, eligible returns will be processed as a gift credit for the value of the returned item, issued once the return is received and inspected.

If the order was not marked as a gift, or if it was shipped to the original purchaser, any approved refund will be issued to the original payment method used by the purchaser.

10. Return Shipping

To start a return, please email support@sagemahjong.com first to receive a return authorization and the correct return address. Returns sent without authorization may be refused.

For customer-initiated returns:

  • You are responsible for return shipping costs.
  • Original outbound shipping costs are non-refundable.
  • If a refund is approved, return shipping (where paid by us upfront) may be deducted from the refund.
  • For higher-value items, we recommend using a tracked shipping service or purchasing shipping insurance, as we cannot accept responsibility for returns lost in transit.

For returns caused by damage, defects, or shipping errors, we will provide a prepaid return label or reimburse reasonable return shipping costs.

11. Order Cancellation

11.1 Before Shipment

If you’d like to cancel an order, please email support@sagemahjong.com as soon as possible. We’ll do our best to cancel orders that have not yet been processed or shipped, but we cannot guarantee cancellation once an order has entered packing or dispatch.

For voluntary cancellations (i.e., not caused by stock issues, delays, or our error), the following may apply:

  • a payment processing fee of approximately 5% retained by our payment provider;
  • a cancellation handling fee of 10–30% of the order amount, depending on how far the order has progressed at the time of the cancellation request.

Where applicable, these fees are deducted from the refund amount.

11.2 After Shipment

Once an order has been handed to the carrier, it can no longer be cancelled. If you choose to refuse delivery or request a refund after shipment, the case will be handled as a customer-initiated return under Section 6 above, and the corresponding fees may apply.

12. Interpretation and Amendments

We may amend or update this Refund, Returns & Cancellation Policy from time to time. Updates take effect when posted on this page. We encourage you to review this page periodically. Continued use of the site or placement of new orders after changes are posted constitutes acceptance of the updated policy.

13. Contact

For all questions regarding refunds, returns, or cancellations:

Kovex LLC
30 N Gould St, Ste R
Sheridan, WY 82801
United States
Email: support@sagemahjong.com

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