Refund policy

We offer a 7-day no-reason return and refund service. To be eligible for a return, your item must be in its original, resalable condition — unused, unmodified, and with all tiles, racks, and accessories included in the original packaging. To start a return, contact us at info@ohmahjongly.com. Please note that returns must be sent to the return address we provide after your return request is approved — contact our customer service to get the return address. If the return is due to our error (wrong item, defective item, or shipping damage), we will provide a prepaid return label. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at info@ohmahjongly.com.

Damages and issues
Please inspect your order upon reception and contact us within 48 hours if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, your refund will be processed within 3–5 business days and typically appears on your original payment method within 5–10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at info@ohmahjongly.com.

How long do I have to request a return?
You may request a return within 7 calendar days of delivery. Requests received after this period cannot be accepted. For orders delivered within the European Union, the 14-day cooling-off period below applies. For damaged, missing, or wrong items, please report the issue within 48 hours of delivery.

Which items can be returned?
Items that are unused, unopened, and in their original packaging are eligible for return. The following are not eligible: items returned beyond the 7-day window, and items damaged by improper handling after delivery.

What condition must the item be in?
Returned items must be unused and unmodified, with all tiles, racks, and accessories included in the original box and packaging. Items showing signs of use or missing components may be subject to a partial refund or be declined.

How do I start a return?
Email us at info@ohmahjongly.com within the return window with your order number and the reason for your return. We will reply within 1–2 business days with a Return Authorization (RMA) and step-by-step instructions. Please do not ship anything back before receiving your RMA.

Where do I send the return?
The authorized return address will be included in your RMA confirmation email. Return addresses may differ by region (for example, a local US or EU warehouse address) — please only use the address provided for your order.

Who pays for return shipping?
If the return is due to our error — wrong item, defective item, or shipping damage — we will cover the return shipping cost and provide a prepaid label. For all other reasons, the customer is responsible for return shipping costs. Original shipping fees are non-refundable.

When will I get my refund?
Once we receive and inspect your return, we will process the refund within 3–5 business days. The refund is issued to your original payment method and usually appears within 5–10 business days, depending on your bank or card issuer. You will receive a confirmation email when the refund is processed.

What if my order arrived damaged, missing pieces, or wrong?
Contact us within 48 hours of delivery at info@ohmahjongly.com with your order number and clear photos or a video of the issue. We will send a free replacement or issue a full refund including shipping — and you will not need to return the damaged item.

European Union 14-day cooling-off period
Notwithstanding the above, if your order is shipped to an address within the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification. Your item must be returned in its original condition and packaging. Unless the return is due to our error, you are responsible for the return shipping costs. If you exercise this right, we will refund the full order value, including standard shipping costs, to your original payment method within 14 days of receiving your returned item.