Refund policy
Returns & refunds
The short version: 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 package protection at checkout, which covers it.
What return shipping costs
From 25 September 2026: a flat $10 for return shipping, whatever the item weighs and wherever 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 package protection to your order, return shipping is free — the $10 doesn't apply. Package protection also covers your parcel on the way to you; see our shipping policy.
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
Go to tigredetartan.loopreturns.com, enter your order number and email, and choose refund, store credit, or exchange. We'll email you a UPS label. Print it, tape it on, and drop the parcel anywhere UPS accepts packages.
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 The Tigre Guarantee.
What we can't take back
- 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 14 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. Claims on protected orders are resolved quickly. Claims on unprotected orders are filed against the carrier and resolved on the carrier's timeline.
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 The Tigre Guarantee.
After 60 days
The return window closes. Our guarantee doesn't — see The Tigre Guarantee.