Refund policy

Last updated: October 3, 2026

This Return & Refund Policy applies to business-to-business orders for custom mahjong tiles, sets, accessories and packaging supplied under the ZhuoQue brand through zhuoquecustom.com. Specific terms agreed in a written quotation, pro forma invoice or sales contract take priority where they expressly address the same issue, subject to applicable mandatory law.

1. Custom orders and change-of-mind returns

Our goods are made or customized for the buyer's project. We do not accept returns or exchanges of conforming custom goods because of a change of mind, unsold stock, a change in the buyer's plans, or artwork or specifications that the buyer approved. This does not exclude remedies for defects, shortages, incorrect goods or goods that do not conform to the agreed specifications, or any rights that cannot lawfully be excluded.

2. Order changes and cancellation

Send any change or cancellation request to us in writing as soon as possible. A request is effective only when confirmed by us in writing. Before custom work or production begins, an accepted cancellation will be refunded after deducting only reasonable, documented costs already incurred specifically for the order and not recoverable. We will explain any deductions. Once sampling, tooling, custom material procurement or production has begun, cancellation or changes require a written agreement covering work completed, committed costs and any revised delivery schedule. No automatic percentage cancellation or restocking fee applies under this policy.

Sample, design and tooling charges cover work agreed for the project. Completed work that conforms to the agreed requirements is not refundable merely because the buyer does not proceed with a bulk order. Unperformed work and any failure to meet agreed requirements will be reviewed separately.

3. Damaged, defective, incorrect or missing items

Please inspect your shipment promptly. Please notify us of visible damage, shortages or incorrect items within 14 calendar days after delivery. Include the order or invoice number, the affected quantity, a description of the issue, and clear photographs or video of the goods, packaging and shipping label. Keep the affected goods and packaging while the claim is reviewed.

For a defect that could not reasonably be discovered on arrival, contact us promptly after discovering it. The 14-day notification request does not automatically exclude a latent-defect claim or override mandatory legal rights. Goods are assessed against the approved sample and written specifications, including any agreed tolerances. No unagreed color or manufacturing tolerance is assumed.

4. Remedies and return shipping

For a confirmed defect, shortage, incorrect supply or other failure on our part to meet the agreed order, we will agree an appropriate remedy with you, such as supplying missing items, repair, replacement, or a partial or full refund for the affected goods. Any solution will reflect the nature and extent of the issue and applicable rights. We will not require you to accept store credit instead of a refund to which you are entitled.

Contact us before returning goods. If a return is needed, we will provide written authorization, packing instructions and the return address. Returns are arranged by mail or courier; do not send goods to an unconfirmed address. For an approved return caused by our error or confirmed nonconforming goods, we cover reasonable return shipping and replacement shipping using the method agreed in advance. For any other return we exceptionally agree to accept, the buyer pays return shipping unless we agree otherwise in writing. We will disclose any other agreed charges before authorizing that return.

5. Refund processing

We will confirm the outcome and any refund amount in writing. Approved refunds will be initiated within 10 business days after refund approval and, only where we have required an authorized return, receipt and inspection of the returned goods. Refunds normally use the original payment method; if that is not possible, we will agree a lawful alternative with the original payer. Banks and payment providers may need additional time to credit the funds. Contact us if an approved refund has not been initiated within that period.

6. Contact

For cancellation, return or refund requests, email ZhuoQue108@gmail.com. You may also contact us on WhatsApp: +86 176 6572 6823. Please retain written confirmation of any agreed changes or settlement.