Returns & 30-Day Guarantee

We want you to love your craknbam set. Every order is covered by our 30-Day Guarantee — you have 30 days from the day your order arrives to reach out to us if anything isn't right, subject to the conditions below.

Our 30-Day Guarantee

If your set arrives damaged, defective, or is not the item you ordered, we will make it right at no cost to you.

Email us at support@craknbam.com within 30 days of delivery with your order number and a photo of the issue. Once we confirm it, we will send you a free replacement.

In most cases you will not need to ship anything back to us. A damaged set can be kept or passed on. This is by far the fastest way to fix a problem — much quicker than a bank dispute, and it costs you nothing.

How to start a return

Every return must be authorised by us before you send anything back. To request one, email support@craknbam.com with your order number and the reason for the return. Once your request is approved, we will reply with the return address and step-by-step instructions.

Items shipped back to us without an approved return request cannot be accepted. Please do not send anything back before contacting us.

Return conditions

To qualify for a return, your item must be:

• Requested within 30 days of delivery;
• Unused and in the same condition as when it reached you;
• In its original packaging, with every tile and component included; and
• Accompanied by your order number or proof of purchase.

If you are returning an item because you changed your mind, the return shipping cost is yours to cover, and any original shipping cost is non-refundable. If the item arrived damaged, defective, or incorrect, we cover everything — see our 30-Day Guarantee above.

How we resolve approved returns

Once we receive and inspect an authorised return, we will email you to confirm it has been approved. We will then resolve it in one of the following ways:

• A replacement of the same item, where the item was damaged, defective, or sent in error;
• An exchange for a different set or accessory of equal value; or
• Store credit for the value of the returned item, valid for 12 months and usable on anything in our store.

You may tell us which of these you would prefer when you contact us, and we will accommodate it wherever we can.

We may decline a return, or resolve it only in part, where a returned item is not in its original condition, is missing tiles or components, shows signs of use, or was sent back without prior authorisation.

Refunds

Where a refund is required under the consumer law that applies to you, or where we are unable to offer a replacement, exchange, or store credit, we will issue a refund to your original payment method. Refunds are processed within 10 business days of approval.

Please note that your bank or card issuer may take additional time to post the funds to your account. If more than 15 business days have passed since we confirmed your refund and it has not appeared, email us at support@craknbam.com and we will follow it up with you.

Items we cannot accept

The following are not eligible for return, replacement, exchange, or store credit:

• Gift cards;
• Items marked final sale or clearance; and
• Items that have been used, damaged through misuse, or sent back without prior authorisation.

Our standard mahjong sets and accessories are covered by this policy. The phrase "custom-designed artwork" refers to the printed tile design; it does not make a set a personalised, non-returnable item.

Exchanges

The quickest route to a different item is to contact us for a return authorisation on the item you have, and to place a separate order for the item you want. Once your return is approved and received, we will issue store credit or process the exchange as agreed.

Cancellations

You can ask us to cancel an order at any point before it ships. Once an order has been handed to the carrier it can no longer be cancelled, but it can be returned under this policy after it arrives.

Disputes and chargebacks

If something is wrong with your order, please contact us before opening a payment dispute or chargeback with your bank. We reply quickly and settle nearly every issue — a delay, a damaged item, a question about your order — faster than a bank dispute ever could.

By placing an order you agree to give us a reasonable opportunity, at least 7 days, to resolve any issue directly before starting a chargeback. An order that the carrier confirms as delivered to the address you supplied, and that matches its description, is treated as fulfilled. Full details are set out in our Terms of Service.

Your statutory rights

European Union — 14-day cooling-off period

If your order ships to an address in the European Union, you may cancel or return it within 14 days of receipt, for any reason and without giving a justification. The item must be unused, in its original packaging, and accompanied by proof of purchase.

Australia, Canada, the United States, and other regions

Nothing in this policy limits or excludes any consumer right that cannot be waived under the law where you live — including, where they apply, the consumer guarantees under the Australian Consumer Law and applicable United States and Canadian consumer-protection law. Where those rights apply, they operate in addition to the remedies described above.

Contact

Email: support@craknbam.com