Widerrufsrecht
At FENGZHE, we want you to feel confident about your purchase. If there is an issue with your Mahjong set or accessories, please contact us at support@fengzhe.store so we can assist.
1. Return Requests
To request a return, email us with your order number, the items you wish to return, and the reason for your request. Please contact us before sending any items back so we can confirm eligibility and provide the correct return instructions.
For change-of-mind returns, items should be unused, complete, and in their original packaging, including any accessories supplied with the purchase. Please retain your order confirmation or other proof of purchase.
2. Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives. If an item is damaged, defective, incorrect, or incomplete, contact us promptly with your order number and a description of the issue.
To help us review your request, please include:
- Clear photos of the affected item;
- Photos of the outer packaging and shipping label;
- Details of any missing or incorrect items.
Please retain the packaging and affected items while we investigate. Depending on the circumstances, we may arrange a replacement, provide missing components, or issue an appropriate refund. Where the issue results from our error or a confirmed product defect, we will cover any necessary return shipping costs.
3. Product Appearance and Natural Variations
Product colors may appear slightly different depending on screen settings and lighting. Marbled, pearl, and glitter finishes may also vary between individual tiles and production batches.
These variations do not automatically indicate a defect. If you believe your item differs materially from its description or product images, please contact us so we can review your concerns.
4. Custom and Personalized Orders
Products made to your specifications, including custom artwork, logos, colors, or personalized packaging, are generally not eligible for change-of-mind returns once production has begun, except where required by applicable law.
This does not affect requests involving defects, damage, incorrect items, or products that do not match the specifications confirmed for your order.
5. Return Shipping
For approved change-of-mind returns, customers are responsible for return shipping costs unless otherwise agreed or required by applicable law. Any applicable costs will be explained before you proceed.
Please package returned items securely and use a tracked shipping service. The return address may differ from the address on your original shipping label; always use the address provided by our support team.
6. Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved. If a physical return is not required, we will confirm the outcome after reviewing your request.
Approved refunds will be issued to the original payment method unless another method is agreed upon. Your bank or payment provider may require additional time to post the refund.
Original shipping charges are generally not refundable for change-of-mind returns, except where required by applicable law. Any deductions will be explained before your return is confirmed.
7. Exchanges
If you would like a different design or product, contact us to discuss available options. Exchanges depend on stock availability and return eligibility. We will confirm any price differences or shipping charges before proceeding.
8. Order Cancellations
To request a cancellation, email us as soon as possible. We will confirm whether your order can still be stopped. Once an order has shipped, it must be handled through the applicable return process.
For custom orders, cancellation options depend on the production stage and the terms agreed upon when the order was confirmed. Any applicable charges will be explained.
9. Wholesale Orders
Return, replacement, and refund arrangements for wholesale and custom manufacturing orders may be specified in your quotation, invoice, or purchase agreement. Please review the terms confirmed for your order.
10. Your Consumer Rights
This policy does not limit any rights or remedies available to you under applicable consumer protection laws. Where mandatory local requirements apply, those requirements take precedence.
Contact Us
For return, exchange, or refund assistance, please contact:
FENGZHE Customer Support
support@fengzhe.store