General Provisions for Returns & Refunds

X Silence maintains strict quality control for all products. We hope you are fully satisfied with every item you receive. Please read this policy carefully before placing your order.

1. Final Sale Items (Non-Returnable & Non-Refundable)

   The following categories are treated as final sale goods and cannot be returned or refunded:

   Items purchased during promotional campaigns

   Personalized merchandise with engraved lettering or custom artwork

   Gift cards

2. Policy for Damaged, Defective or Incorrectly Shipped Goods

   If your delivered goods arrive damaged, contain manufacturing defects, or you receive the wrong items, we will provide proper resolution. Please email our customer service at info@xsittmj.com within 7 calendar days upon receipt and provide the following materials:

   Your order number

   Detailed description of the issue

   Clear photographs of the merchandise and outer packaging

   After internal review, we will negotiate the optimal solution with you, including replacement, store credit, or full refund. We reserve the right to decline after-sales requests submitted beyond the 7-day window.

   Note: Items found defective after opening are not subject to the “unopened package” clause.

   All return shipping fees incurred due to damage, manufacturing defects, or incorrect shipments shall be covered entirely by X Silence.

   For mahjong tile breakage reported more than 7 days after delivery:

   We can supply individual replacement tiles for currently listed sets. For discontinued and out-of-stock models, we will make reasonable efforts to source matching replacement tiles.

3. Detailed Return Terms

   Orders from offline partner boutique retailers

   If you purchased goods via one of our partnered retail stores, all return and exchange requests must be handled directly by the corresponding store. X Silence cannot process returns for merchandise sold through third-party retailers.

   Orders placed via our official website

   Eligible goods (excluding final sale items) may be returned within 14 calendar days after delivery.

   To qualify for a full refund, products must remain unopened, complete with all original packaging and full set of included accessories. Mahjong tiles must retain original factory shrink wrap. All four original instruction cards, dice pouch and dice must be returned intact. A restocking fee equal to 15% of the order value will be charged if any accessories are missing.

   Note: Items found defective after opening are not subject to the “unopened package” clause.

   Returns of opened merchandise

   Opened items returned for non-quality reasons can be returned within 14 calendar days after delivery. A 15% restocking fee will be deducted, and only store credit will be issued; cash refunds are not available.

   All returns require prior approval

   You must email info@xsittmj.com to obtain return authorization before shipping items back. We will refuse delivery of any packages returned without prior authorization.

   Return shipping expenses are borne solely by the buyer. Please write your full name and order number inside the parcel to facilitate fast verification and processing.

   Special Terms for Customers in the European Union

   EU consumers hold the statutory right to cancel orders within 14 days after receiving goods. If you wish to exercise this right, notify us via email at info@xsittmj.com before the expiry of the 14-day period.

   Return shipping costs shall be borne by the customer. As our brand headquarters is located in the United States, customers must arrange and pay for return delivery to our US warehouse. We recommend selecting a trackable courier service. Refund processing will commence only after we receive and inspect the returned goods.

   Once we receive returned items, full payment (including original standard delivery fees) will be refunded to you within 14 business days.

4. Refund Processing Timeline

   We will send an email notification regarding your refund review result after receiving and inspecting returned goods. Approved refunds will be credited back to your original payment method within 5–10 business days.

   Extended Return Window for Holiday Season

   For orders completed between Thanksgiving and Christmas, the return period will be extended for an additional two weeks following Christmas Day.

5. Shipping, Customs & Duty Statement

   X Silence shall not be liable for delivery delays, lost parcels or other courier-related issues after orders have been handed over to logistics carriers.

   All customs duties, consumption taxes and customs clearance fees arising from international orders are the responsibility of the buyer. Such charges are assessed by the customs authority of the destination country and outside our control.

6. Contact Information

   If you have any inquiries, please send an email to info@xsittmj.com, and we will respond promptly.

   Effective Date: July 15, 2026.

   This policy applies exclusively to orders placed on or after July 15, 2026. Orders submitted prior to this date are governed by the policy effective at the time of purchase.

   X Silence reserves the right to revise this policy at any time without prior notice. Each individual order shall be subject to the policy in effect on the order placement date.