Refund policy

Last updated: September 21, 2026

We want you to feel confident when purchasing from AURAJONG. This Refund & Return Policy explains when products may be returned, the conditions that apply to eligible returns, the costs associated with returns, and how shipping damage, product defects, and customized orders are handled.

AURAJONG is a brand operated by Shandong Baozhi Cultural Supplies Co., Ltd.

Return Eligibility

Unless otherwise stated on the applicable product page or at the time of purchase, eligible products may be returned if a return request is submitted within 14 days of delivery.

To qualify for a standard return, the product must:

Be unused, unassembled, and in resalable condition.
Be free from damage, stains, excessive wear, modification, or misuse.
Include all original components, accessories, manuals, hardware, and included items.
Be returned in the original packaging or other packaging approved by AURAJONG.
Include reasonable proof of purchase or order information.

Because AURAJONG tables are oversized furniture products, assembly, handling, repacking, and transportation can materially affect their condition. Products that have been assembled, used, modified, or damaged may not qualify for a standard return.

Made-to-Order and Customized Products

Products explicitly identified as customized or made-to-order before purchase are final sale.

These products are not eligible for return or exchange due to a change of mind, personal preference, color or material preference, customer-approved dimensions, customer-approved specifications, or other reasons unrelated to a product defect, shipping damage, or an error made by AURAJONG.

This includes products manufactured or prepared according to customer-selected finishes, materials, dimensions, colors, structural details, configurations, or other customized specifications.

This final-sale rule does not limit claims involving:

Manufacturing defects covered by an applicable warranty.
Shipping or delivery damage.
A product produced materially differently from the final specifications approved by the customer because of an error by AURAJONG.
Other rights or remedies that cannot lawfully be excluded.

Customized Order Cancellations

If you need to cancel a customized or made-to-order order, please contact us as soon as possible.

Once final customer approval has been provided and production has begun, the customized or made-to-order order cannot be canceled.

If a cancellation request is received before production begins, we will review the order status and advise whether cancellation remains possible.

Restocking Fee

Change-of-mind or preference-based returns are subject to a 20% restocking fee.

This includes returns requested because the customer changes their mind, no longer wants the product, or decides that the product, color, style, or another non-defective characteristic does not suit their personal preference.

The restocking fee helps cover inspection, handling, repacking, warehouse, and administrative costs associated with receiving and processing oversized returned products.

The restocking fee does not apply where a return is accepted because of a verified manufacturing defect, shipping or delivery damage, or an error made by AURAJONG.

Return Shipping

For change-of-mind or preference-based returns, the customer is responsible for return freight and any applicable return transportation costs.

Because AURAJONG tables are oversized furniture products, return shipping may require freight transportation rather than standard parcel shipping.

Before an approved return is arranged, AURAJONG will provide the applicable return instructions and an estimated return shipping cost based on the pickup location, product, and transportation method.

If AURAJONG arranges the return shipment on the customer's behalf, the confirmed return transportation cost will be deducted from the eligible refund amount.

Where a return is required because of a verified manufacturing defect, shipping or delivery damage, or an error made by AURAJONG, AURAJONG will arrange or cover reasonable return transportation.

Do not ship an oversized product back without first receiving return authorization and shipping instructions from AURAJONG.

U.S. Return Address

Authorized returns for U.S. orders should be sent to:

AURAJONG U.S. Return Facility
21 Distribution Blvd
Edison, NJ 08817
United States

Please do not send any product to this address without first contacting AURAJONG and receiving return authorization.

Returns sent without authorization or without following the provided shipping instructions may be refused or may result in additional costs.

Original Shipping and Delivery Charges

Original shipping, expedited delivery charges, White Glove delivery charges, special handling charges, and other optional delivery-service charges are generally non-refundable once the applicable service has been performed, except where otherwise required by law or where the refund results from an error made by AURAJONG.

If Standard U.S. Delivery was included in the purchase price rather than separately charged, this does not mean that return transportation is also included.

For change-of-mind or preference-based returns, return freight remains the responsibility of the customer.

Shipping and Delivery Damage

Products that arrive damaged during transportation are handled as shipping or delivery damage claims, not ordinary change-of-mind returns.

Please inspect the packaging and product as soon as reasonably possible after delivery.

If visible damage is present at the time of delivery, please note the damage on the delivery receipt where possible and take photographs of the packaging before unpacking the product.

If you notice visible packaging damage or product damage, please contact AURAJONG promptly and provide the information reasonably necessary for us to evaluate the claim.

We may request:

Your order number.
Photographs of the exterior packaging.
Photographs or video showing the affected product.
Photographs of shipping labels or crate markings.
A description of the damage.
Delivery documents or carrier information where applicable.

Please retain the original packaging until we have reviewed the claim and advised you whether the packaging is still required.

Depending on the circumstances, an appropriate remedy may include replacement parts, repair assistance, replacement of the affected component, replacement of the product, a return and refund, or another reasonable solution.

Manufacturing Defects and Warranty Claims

A product issue caused by a qualifying manufacturing defect is handled under the applicable AURAJONG Limited Warranty rather than as an ordinary change-of-mind return.

AURAJONG automatic mahjong tables are covered by a 2-Year Limited Warranty, subject to the applicable warranty terms, exclusions, and claim procedures.

If you believe your product has a manufacturing defect, contact AURAJONG Support before arranging a return.

In many cases, the issue may be resolved through troubleshooting, replacement parts, repair guidance, or another warranty remedy without returning the complete product.

Products That Are Not Eligible for Standard Return

Unless otherwise required by applicable law, the following are generally not eligible for a standard return:

Customized or made-to-order products explicitly identified as such before purchase.
Products returned after the applicable return-request period.
Products that have been assembled or used.
Products showing damage, misuse, modification, stains, excessive wear, or improper handling after delivery.
Products missing material components, accessories, hardware, or included items.
Products that cannot be safely transported or returned in an acceptable condition.
Products identified as final sale before purchase.

This section does not limit claims involving verified manufacturing defects, shipping or delivery damage, errors made by AURAJONG, or other rights that cannot lawfully be excluded.

Accessories

Certain accessories may be eligible for return within the same 14-day return request period unless different return terms are disclosed on the applicable product page or at checkout.

Accessories must generally be unused, undamaged, complete, and returned in their original packaging.

Customized accessories, personalized items, and other products specifically produced according to customer instructions may be final sale if identified as such before purchase.

How to Request a Return

To request a return, contact AURAJONG at support@aurajong.com within the applicable return period.

Please include:

Your name.
Your order number.
The product you would like to return.
The reason for the return.
Photographs where relevant.

We will review your request and, if the return is eligible, provide:

Return authorization.
Return shipping instructions.
The applicable return address.
An estimated return shipping cost where the customer is responsible for return transportation.

Please do not ship the product until you have received these instructions.

How Returns Work

Contact AURAJONG within 14 days of delivery to request a return.
We will review your request and confirm whether the product is eligible for return.
If approved, we will provide return instructions and an estimated return shipping cost, where applicable.
The authorized return will be sent to our U.S. return facility in Edison, New Jersey.
Once the returned product is received, we will inspect it within 3–5 business days.
After the return has been inspected and approved, the eligible refund will be issued to the original payment method within 3–5 business days.

Return Inspection

Once a returned product arrives at our return facility, please allow 3–5 business days for inspection.

We may evaluate the condition of the product, packaging, accessories, components, and other included items before determining the final refund amount.

If the returned product has damage, missing components, excessive wear, improper packaging, or another condition that materially reduces its value, additional deductions may apply where permitted by applicable law.

Refunds

Once the returned product has been inspected and approved, AURAJONG will issue the eligible refund to the original payment method within 3–5 business days, where reasonably possible.

For change-of-mind or preference-based returns, the refund amount will be reduced by:

The applicable 20% restocking fee.
Return freight or transportation costs.
Any non-refundable delivery-service charges.
Any additional deductions permitted under this Policy where the returned product has damage, missing components, improper packaging, or another condition that materially reduces its value.

Restocking fees and customer return-freight charges do not apply where a return is accepted because of a verified manufacturing defect, shipping or delivery damage, or an error made by AURAJONG.

After AURAJONG issues a refund, your bank, card issuer, payment provider, or other financial institution may require additional time for the funds to appear in your account.

Exchanges

Due to the size, configuration, and transportation requirements of many AURAJONG products, we do not guarantee direct exchanges.

Where appropriate, we may instead process an eligible return and require a separate order for the replacement product.

Defective, damaged, or incorrectly supplied products may be handled through repair, parts replacement, product replacement, return and refund, or another appropriate remedy rather than an ordinary exchange.

Order Changes

If you need to change an order, contact us as soon as possible.

We cannot guarantee that an order can be changed after preparation, procurement, customization, manufacturing, packing, or shipping has begun.

Changes to customized or made-to-order products may require additional cost or production time and may not be possible after final approval.

Consumer Rights

Nothing in this Policy is intended to exclude, restrict, or waive any consumer right or remedy that cannot lawfully be excluded, restricted, or waived under applicable law.

Changes to This Policy

We may update this Refund & Return Policy from time to time to reflect changes in our products, delivery methods, operations, or applicable legal requirements.

The revised version will be posted on this page with an updated effective date.