Refund policy

At Averill Mahjong, we want you to feel confident in your purchase. If there is an issue with your order, please review our return policy below before sending anything back to us.

1. Return Window

Eligible items may be returned within 30 days of delivery.

2. Return Eligibility

To be eligible for a return, items must meet all of the following conditions:

Unused and in original condition.
Returned in the original packaging.
Complete with all included parts, accessories, inserts, tags, and protective materials.

Items that are damaged after delivery, show signs of use, are missing components, or are not returned in original packaging may be rejected or may not qualify for a full refund.

3. Final Sale Items

The following items are final sale and are not eligible for return, refund, or exchange:

Sale or discounted items.
Personalized, customized, or embroidered items.
Gift cards.
Any item marked as final sale on the product page or at checkout.

4. Opened Items

Opened items, excluding defective, damaged, or incorrect items, may be returned within 14 days of delivery if the item is unused, complete, and returned with all original packaging and accessories.

Approved opened-item returns are subject to a 15% restocking fee, which will be deducted from the refund. Refunds will be issued to the original payment method unless the customer chooses store credit.

We do not charge a restocking fee for returns caused by a defective, damaged, or incorrect item. In those cases, we will offer a replacement or a refund to the original payment method after reviewing the issue.

Opened items that are used, incomplete, damaged after delivery, or missing original packaging or accessories are not eligible for return.

5. 180-Day Warranty for Quality Issues

For damaged, defective, incorrect, misprinted, or otherwise manufacturing-related issues, please contact us within 180 days of delivery at hello@averillmahjong.com.

Please include:

Your order number.
A description of the issue.
Clear photos or videos of the product, packaging, shipping label, and any affected components.

If the issue is confirmed as a quality-related or fulfillment-related issue, we will offer a replacement, exchange, repair solution, or refund to the original payment method, depending on the circumstances.

6. Return Shipping Costs

For approved quality-related claims, return shipping costs will be covered by us.

For non-quality-related returns, the customer is responsible for all return shipping costs. Original shipping charges are non-refundable.

7. Return Authorization Required

All returns require prior approval. Please do not send any product back without contacting us first. Unauthorized returns may be refused and may not be refunded.

8. Refund Processing

Once your return is received and inspected, we will notify you whether the return is approved or rejected.

Approved refunds are processed to the original payment method unless the customer chooses store credit. Refunds are usually processed within 5 to 10 business days after inspection.

Depending on your bank or payment provider, it may take additional time for the refund to appear on your statement.

9. Warranty Scope and Policy Updates

The 180-day warranty applies only to approved manufacturing defects, misprints, incorrect items, shipping damage, or fulfillment errors. It does not cover normal wear and tear, misuse, accidental damage after delivery, improper storage, unauthorized modification, or issues caused by third-party handling.

We may update this policy from time to time. The policy in effect at the time of purchase will apply to your order. Nothing in this policy limits any rights you may have under applicable consumer protection laws.

10. Customer Service Hours

For return, refund, exchange, or warranty inquiries, please contact us at hello@averillmahjong.com.

Customer service hours are Monday through Friday, 9:00 a.m. to 5:00 p.m. Pacific Time (PT), excluding U.S. federal holidays. Messages received outside these hours will be reviewed on the next business day.