Refund policy

Returns & refunds

The short version: for orders shipped within the United States, thirty days for a refund to your original payment method, sixty for store credit or an exchange. Your refund is issued within five business days of your return reaching our warehouse. From 25 September 2026, return shipping is a flat $10, deducted from your refund — unless you added prepaid returns at checkout.

Orders shipped outside the United States are final sale — we can't accept returns or exchanges from international addresses. If something's our fault, you're still covered. See International orders below.

What return shipping costs

From 25 September 2026: a flat $10 for return shipping, whatever the item weighs and wherever in the US it's going. We deduct it from your refund, so there's nothing to pay up front and no second transaction to think about.

If you added prepaid returns at checkout, your return shipping is already paid for and the $10 doesn't apply.

The $10 never applies when the fault is ours. If we sent the wrong thing, or it left us faulty, we cover the return either way.

Orders placed before 25 September 2026 keep the terms they were bought under: return shipping on us.

How to start one

Visit our returns portal, Here. 

When you get your money

Once your return reaches our warehouse we check it over and issue your refund within five business days, to the original payment method, less the $10 return shipping if it applies. Your bank takes its usual few days from there.

The windows

• Refund to your original payment method: within 30 days of delivery.
• Store credit or an exchange: within 60 days of delivery.

What we need the item to look like

Unused, unworn, tags still attached, returned in its original packaging, and complete. We're not precious about a re-taped box, but the packaging it comes back in does need to be the packaging it arrived in. Mahjong tile sets and mats work differently; see below.

Packaging and complete items

Returns must be sent in appropriate packaging. Packaging that doesn't suit the item — because the original was discarded, or because the item has been forced into a container it doesn't fit — puts the product at risk in transit, and a product that arrives unsaleable can't be refunded.

A return must also include every component the item shipped with. An item returned incomplete is not a complete product, and is refunded in part.

Mats

Mats ship rolled in a tube, with a dust bag. Both are part of the product, and both must be returned with the mat. A mat returned without its dust bag or its tube is refunded in part, because the complete product has not been returned.

Keep the tube your mat arrived in until you have decided whether you're keeping the mat. If the tube has been discarded, sourcing appropriate packaging for the return is at your own expense.

A mat that has been folded and packed into a standard box is no longer saleable. No refund can be issued for it.

Mahjong tile sets

Tile sets ship sealed in cellophane. Return a set with the seal intact and you're refunded in full, less return shipping if it applies.

If the cellophane has been opened, we deduct a $30 restocking fee. An opened set has to be checked tile by tile, re-sorted and re-wrapped before it can go to anyone else. The fee applies whether you're taking a refund, store credit, or an exchange.

It never applies to a set that arrived faulty, incomplete, or wasn't what you ordered. That one's ours to fix — see our Lifetime Guarantee.

International orders

Orders delivered outside the United States — including Canada — are final sale. We can't accept returns or exchanges from international addresses, and prepaid returns aren't offered at checkout for international orders. Cross-border return shipping, customs and duties cost more than most of what we sell, so rather than build that into every price we've chosen to be clear about it up front.

Please check sizes, colourways and quantities carefully before you order. If you're unsure about anything, email customercare@tigredetartan.com before you buy and we'll tell you straight.

If something's our fault, you're covered — and you don't send anything back. If we sent the wrong item, it arrived faulty or incomplete, or the parcel was lost or damaged in transit, contact us within 30 days of delivery with photographs and we'll replace it or refund you. Every international order ships with package protection, which we pay for.

Our Lifetime Guarantee applies to international orders too.

A parcel that's refused at delivery or not collected isn't a return, and the cost of shipping it, and any import charges we paid on it, can't be refunded.

What we can't take back

• Orders shipped outside the United States. See International orders above.
• Caps. They're worn against the hair and skin, so for hygiene reasons they're final sale and can't be returned or exchanged. If one arrives faulty or isn't what you ordered, that's still ours to fix — see below.
• Discounted and sale items are final. The reduced price is the trade.
• Custom and personalised pieces — special orders, commissions, anything made to your specification — can't be returned or exchanged, because they can't go to anyone else.
• Gift cards.

If you're unsure whether something qualifies, ask us before you buy and we'll tell you straight.

If something arrives wrong or broken

File a claim in the returns portal within 30 days of delivery, with photographs.

If we sent the wrong thing, or it left us with a fault, we fix it at our cost — no return shipping, no $10, no claim to file, no argument.

If the parcel was lost or damaged in transit, that is handled as a claim rather than a return. Every order ships with package protection, which we pay for, so there's no carrier claim for you to chase — see our shipping policy.

What a damage claim needs

Photographs showing either that the carrier mishandled the parcel — crushed corners, a split or re-taped box, visible impact — or that it was not packed correctly when it left us. Include the outer box, the packing inside it, and the damage to the item.

Damage that occurred after the package was opened is not covered by a transit claim. A fault in the piece itself is covered separately under our Lifetime Guarantee.

After 60 days

The return window closes. Our guarantee doesn't — see our Lifetime Guarantee.