Returns & Refunds

At CRAKOVA, we want you to shop with confidence. We carefully prepare each Mahjong set and will help if there is a problem with your order. Please review this policy before purchase.

1. Final Sale Policy

All CRAKOVA retail Mahjong sets purchased on or after October 9, 2026 are Final Sale for change-of-mind purchases, except where applicable law requires otherwise or we expressly state a different policy at purchase.

We do not accept returns or exchanges simply because you change your mind, no longer need the item, or prefer a different color, design, or style. Please review product photos, dimensions, tile counts, and included accessories before ordering. This restriction does not apply to damaged, defective, incomplete, or incorrect goods or any mandatory consumer remedy.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please email support@crakova.com as soon as possible after delivery. Include your order number, a description of the issue, and clear product photographs; photos of the packaging or shipping label may also help.

We will review the issue and provide an appropriate remedy based on the circumstances and applicable law. This may include replacement parts, a replacement set, or a partial or full refund, as appropriate. Please keep the affected item and packaging until we explain the next steps.

3. Missing Tiles or Components

If tiles or advertised components are missing, please contact us with your order number and details of the missing pieces. When possible, we will send matching replacement pieces. If we cannot adequately resolve the issue with replacement pieces, we will provide another appropriate remedy, including a replacement set or refund where required.

4. How We Handle Product Issues & Return Shipping

CRAKOVA currently ships most retail orders internationally and does not offer a general return program or a U.S. return warehouse for change-of-mind returns. Please do not ship any item back without contacting us first.

For verified defects, shipping damage, or fulfillment errors, we will normally aim to resolve the issue without requiring the original product to be returned. If a physical return is necessary, we will provide a valid return address and instructions. We will cover reasonable return shipping costs for verified issues attributable to CRAKOVA where a return is required.

5. Refunds

We will notify you when a refund is approved. Approved refunds are made to the original payment method. Bank or payment-provider posting times may vary. Any refund deadlines and rights required by applicable law take precedence over this policy.

6. Order Cancellations

If you wish to cancel an order, contact support@crakova.com promptly. We will review requests based on processing and fulfillment status. Cancellation may not be possible after dispatch, except where required by law.

If CRAKOVA cannot ship within the promised timeframe, we will provide the notices, delay-consent or cancellation options, and refunds required by applicable law. Final Sale does not override these requirements.

7. Custom & OEM Orders

Wholesale, customized, personalized, and OEM orders follow their respective quotations and written agreements, subject to applicable law. They are generally not eligible for change-of-mind cancellation or returns once the applicable production or order commitments have been made.

8. Consumer Rights & Existing Orders

Nothing in this policy excludes or limits rights or remedies that cannot legally be waived. Orders placed before October 9, 2026 remain subject to the return terms presented at the time of purchase and applicable law; this update does not retroactively remove those rights.