Refund policy

Returns & Refunds

We want every Four Seats order to arrive ready for the table. If something is not right, please contact us at hello@playfourseats.com.

14-Day Return Window

You may request a return within 14 calendar days of delivery.

To qualify for a standard return, the item must be unused, undamaged, and returned with all original packaging, components, accessories, inserts, and promotional items. The factory seal or protective plastic on Mahjong tiles must remain intact, except where the opened-item conditions below apply. Proof of purchase is required.

Please contact us before sending anything back. If your return is approved, we will provide return instructions and the correct return address. Do not send returns to our registered office unless our written instructions specifically identify it as the return address. Returns sent without prior authorization may be delayed or refused.

Opened but Complete Products

If a Mahjong set or another regular product has been opened but remains unused, complete, undamaged, and suitable for resale, it may be accepted after inspection. A 15% restocking fee will be deducted from the refund.

Opened products with missing components, signs of use, stains, odors, scratches, customer-caused damage, or packaging damage that prevents resale are not eligible for return. The restocking fee does not apply to verified damaged, defective, or incorrectly shipped items.

Damaged, Defective, or Incorrect Items

Please report a damaged, defective, or incorrectly shipped item within 7 calendar days of delivery by emailing hello@playfourseats.com. Include your order number and clear photographs of the affected product, the shipping carton, the shipping label, and any visible damage or incorrect item.

If the issue is confirmed, Four Seats will arrange an appropriate replacement, remake, repair, or refund at no additional cost. When a return is required, Four Seats will provide a prepaid return label or reimburse reasonable return shipping costs that we approved in advance.

This reporting period does not limit any non-waivable rights available under applicable consumer law.

Return Shipping

For an ordinary return, the customer is responsible for return shipping costs. We recommend using a tracked and appropriately insured shipping service. Four Seats is not responsible for a return until it has been delivered to the authorized return location.

For a confirmed quality issue, damage, defect, or shipping error, Four Seats will cover reasonable return shipping costs.

Creator Lab and Custom Products

Creator Lab products and other personalized or made-to-order goods become final sale once the customer approves the final production proof in writing. After approval, the order cannot be canceled, returned, or exchanged because production is based on the customer’s approved specifications.

This restriction does not apply when the finished product materially differs from the approved production proof, Four Seats made a production error, or the product arrives damaged or has a verified quality defect. Please report such an issue within 7 calendar days of delivery with the order number and clear photographs. Four Seats will arrange an appropriate remake, replacement, repair, or refund at no additional cost.

Original Shipping, Duties, and Taxes

Original outbound and expedited shipping charges are non-refundable unless the return results from a verified Four Seats error, damaged item, defective item, or where otherwise required by law.

Unless expressly stated as included at checkout, the customer is responsible for import duties, taxes, customs charges, carrier fees, and brokerage fees assessed by the destination country. Charges paid directly to customs authorities, carriers, or brokers are not collected by Four Seats and cannot be refunded by Four Seats. Customers may contact the relevant authority or carrier to determine whether those charges are eligible for reimbursement following a return.

Refused or Unclaimed Packages

A package refused or left unclaimed for reasons other than a confirmed damaged, defective, or incorrectly shipped item will be treated as an ordinary return only after it has been returned to and received by Four Seats.

The refund may be reduced by original outbound shipping costs, return-to-sender shipping costs, customs duties, taxes, brokerage, storage, or carrier charges assessed to Four Seats, and any applicable restocking fee. If the package is abandoned, destroyed, or otherwise not returned to Four Seats, a refund cannot be issued. Any requested reshipment will require payment of the new shipping and related charges.

Sale Items, Promotions, and Gifts

Sale and promotional items follow the standard return conditions unless they were clearly marked “Final Sale” before purchase. Final Sale items cannot be returned for change-of-mind reasons, but verified damage, defects, and shipping errors remain covered.

Refunds are based on the amount actually paid after discounts. If a returned item formed part of a bundle or threshold-based promotion, the refund may be recalculated according to the items retained.

Any complimentary or promotional gift supplied with a returned order must also be returned unused and in its original condition. If it is not returned, its stated or promotional value may be deducted from the refund.

Refunds for gift purchases are normally returned to the original purchaser’s payment method. With valid proof of purchase, a gift recipient may instead be offered store credit. Gift cards are non-refundable except where required by law.

Refunds

After your return is received and inspected, we will notify you whether the refund has been approved. Approved refunds will be issued to the original payment method, based on the amount actually paid for the returned merchandise and less any applicable restocking fee or authorized deductions.

Please allow up to 10 business days after approval for us to process the refund. Your bank or payment provider may require additional time to post it. If more than 15 business days have passed since we approved your refund, contact hello@playfourseats.com.

How to Request a Return

Email hello@playfourseats.com with your order number, the item you wish to return, the reason for the return, and photographs where relevant.

Nothing in this policy limits any rights that cannot lawfully be excluded under the consumer laws applicable to your purchase.