Refund policy

1. RETURN WINDOW FOR STANDARD COLLECTIONS
We want you to be absolutely in love with your Windcut set. For our Standard Collections (in-stock products), we offer a 7-day return policy. You have 7 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original, unopened packaging (including the protective plastic wrap on the mahjong tiles). You will also need the receipt or proof of purchase.

2. STRICT NO-REFUND POLICY ON BESPOKE & CUSTOM ORDERS
Due to the highly personalized and artistic nature of our bespoke products, all custom-designed orders (including but not limited to custom sets for private clubs, corporate events, and individual collectors) are strictly non-refundable and cannot be returned, cancelled, or exchanged once the official digital design proof is approved and production begins. 

3. RETURN SHIPPING FEES

• Customer Responsibility: For voluntary returns of standard collections (e.g., changed your mind, buyer's remorse), the customer is responsible for paying the return shipping costs to our designated returns warehouse, as well as any applicable restocking fees. 
• Trackable Shipping Required: We strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order upon reception. Contact us immediately at s282341151@gmail.com within 48 hours of delivery if the item is defective, damaged, or if you receive the wrong item.

To process a replacement or refund for damaged items, you must provide clear photo or video evidence of the damage and the shipping box conditions. We will evaluate the issue and make it right. 

5. 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.

6. REFUNDS PROCESSING
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, you’ll be automatically refunded on your original payment method within 5–7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.