RETURNS & REFUNDS
A fair policy for something made just for you.
Because every approved product is custom made, ordinary returns work differently. Damage, defects, and production errors are always reviewed and made right.
Effective and last updated: September 8, 2026
Custom orders and ordinary returns
Every Mahj My Mat order is personalized and produced from a customer-approved proof. For that reason, we do not accept returns for preference changes, an overlooked proof detail, or buyer’s remorse after custom production begins.
Changes and cancellations
Contact us as soon as possible. If production has not begun, we can generally change or cancel the order and refund the amount paid. Once production begins, changes and ordinary cancellations may not be possible because the item is being made specifically for you.
Damage, defect, or production error
Contact us within 14 days of delivery if a mat or lamp is damaged, defective, the wrong item, or materially different from the approved proof. Include the order number and clear photos of the full product, the specific issue, and the packaging. Do not discard the item until we finish the review.
When a covered problem is confirmed, we will provide an appropriate reprint, replacement, repair, or refund at no additional product or standard-shipping cost. We may request return of the original item and will provide instructions when needed.
Proof details and natural variation
Spelling, selected layout, image choice, and text orientation shown in the approved proof are the customer’s responsibility.
Reasonable differences between an illuminated screen and printed color are expected; a material color or production error is still eligible for review.
This policy does not limit any non-waivable rights or remedies available under applicable consumer law.
Refund timing
Approved refunds are sent to the original payment method. Your bank or payment provider may take additional time to post the credit after it is issued.
We want your finished product to be right.
Send the order number and photos so we can review the issue quickly.
Start a review