Refund Policy
At Mahjong by SI, all sales are considered final because every mat is custom-crafted to order only after you place your order. Orders cannot be canceled once placed, as production may begin immediately. We do offer returns & refunds, but only under limited and specific circumstances.
When we don't offer a refund:
- A change of mind after ordering.
- If the design you selected is printed and shipped at your request, and it matches the design on the product page from which you ordered.
- A color on the mat that doesn't match your décor, tiles, or other game pieces after you receive it.
- Slight color and size variations that occur during the printing and pressing process.
- Colors appearing slightly different in person due to screen settings, lighting, and edited photography, or variations between screen brightness, saturation, and contrast settings while browsing our website.
- Size variations or imperfect border/edge geometry within 1 inch of the listed dimensions.
When we do offer a refund:
We stand behind the quality of our work. If your order arrives damaged or defective, please contact us at orders@mahjongbysi.com within 7 days of delivery. Include your order number and photos documenting the issue, and we will make it right.
Damaged or defective includes:
- Printing defects — visible print errors, banding, misalignment, severe dye bleeding in multi-color areas caused by our production process
- Material defects — issues with the neoprene, rubber backing, or leather material itself (e.g., peeling, delamination, structural flaws)
- Damage in transit — items that arrive physically damaged, torn, or crushed during shipping
- Incorrect item — if you received a different design, size, or product than what you ordered