Refund policy

Returns

You have 30 days from delivery to return an unused item in its original packaging. Start a return by replying to your order confirmation email or writing to hello@rookandtile.com with your order number. We will send a prepaid label and the return address.

We pay for the return. You do not pay to send something back.

What cannot be returned

An item that has been used cannot be resold and cannot be returned: a set or game that has been played with, playing cards taken out of their seal, or a mat that has been marked or cut. Keep every piece and the case or box. It does not affect your rights if an item arrives faulty, is missing pieces, or is not what you ordered.

Items bought as part of a set or a quantity offer are returned as the whole set or the whole offer, not piece by piece.

Faulty or wrong items

If an item arrives damaged, faulty, missing pieces, or is not the item you ordered, tell us within 30 days and send a photograph. We replace it or refund it in full, including shipping. You do not need to return a faulty item before we act.

Exchanges

A set in the wrong style or size for your table, such as a mahjong set for a different style of the game, is an exchange rather than a return, as long as it is unused. Email us first. The replacement ships as soon as the first item scans on its way back to us.

Refunds

Refunds go back to the original payment method within 10 business days of the return arriving. Your bank may take a few days more to show it. Original shipping is refunded when the return is because of a fault on our side.

Cancelling an order

An order can be cancelled for a full refund any time before it is handed to the carrier. After that it becomes a return.