Refund policy
Last updated: June 2026
We want you to love your ALOXO set. We offer a 30-day return policy — you have 30 days from the date you receive your item to request a return, subject to the conditions below.
How to start a return
All returns must be authorized by us first. To start a return, contact us at contact@aloxo.store (or WhatsApp +1 813-408-1627) with your order number and the reason for the return. Once your return is approved, we will email you the return address and step-by-step instructions.
Items sent back to us without an approved return request cannot be accepted. Please do not ship anything back before contacting us.
Return conditions
To be eligible for a return, your item must be:
- Requested within 30 days of delivery;
- Unused and in the same condition in which you received it;
- In its original packaging, complete with all included tiles and components; and
- Accompanied by your order number or proof of purchase.
For change-of-mind returns (you simply changed your decision), you are responsible for the return shipping cost, and the original shipping cost, if any, is non-refundable. For items that arrive defective, damaged, or incorrect, we cover everything — see below.
Damaged, defective, or incorrect items
Please inspect your order as soon as it arrives. If your item is defective, damaged in transit, or not the item you ordered, contact us within 30 days at contact@aloxo.store with a photo of the issue. We will make it right — at no cost to you — with a free replacement.
In most cases, you will not need to ship the item back to us. Damaged items can be kept or passed on. This is the fastest way to resolve a problem, and far quicker than a payment dispute.
Refunds
Once we receive and inspect your approved return, we will email you to confirm whether the refund is approved. If approved, your refund will be issued to your original payment method within 10 business days.
Please remember that it can take additional time for your bank or card issuer to process and post the refund. If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at contact@aloxo.store.
We reserve the right to decline a refund, or to refund only part of the order, if a returned item is not in its original condition, is missing tiles or components, shows signs of use, or is returned without prior authorization.
Non-returnable items
The following cannot be returned or refunded:
- Gift cards;
- Items marked final sale or clearance; and
- Items that have been used, damaged through misuse, or returned without prior authorization.
Our standard mahjong sets and accessories are covered by this 30-day return policy. (Note: "custom-designed artwork" describes the printed tile design — it does not make the set a non-returnable personalized item.)
Exchanges
The fastest way to get a different item is to return the eligible item you have and, once the return is approved, place a separate order for the item you want.
Cancellations
You may request to cancel an order before it has shipped. Once an order has been handed to the carrier, it cannot be canceled, but it may be returned under this policy after delivery.
Disputes and chargebacks
If something is wrong with your order, please contact us before opening a payment dispute or chargeback. We respond quickly and resolve nearly every issue — a delay, a damaged item, or a question — faster than a bank dispute can. By purchasing, you agree to give us a reasonable opportunity (at least 7 days) to resolve any issue directly before initiating a chargeback. An order confirmed delivered to the address you provided and matching its description is considered fulfilled. See our Terms of Service for full details.
Your statutory rights
European Union — 14-day cooling-off period
If your order is shipped into the European Union, you may cancel or return your order within 14 days of receipt for any reason, without justification. The item must be unused, in its original packaging, and accompanied by proof of purchase.
Australia, Canada, United States, and other regions
Nothing in this policy limits or excludes any consumer rights that cannot be waived under the law of your country or region — including, where applicable, the consumer guarantees under the Australian Consumer Law and applicable U.S. and Canadian consumer-protection laws. Where those rights apply, they are in addition to the remedies described above.
Contact
ALOXO — operated by DASONS FL USA LLC
Email: contact@aloxo.store
WhatsApp / Phone: +1 813-408-1627