Return Policy
When Mosaic replaces or refunds an item, and how to report a problem with an order.
Because Mosaic products are custom-made, all sales are generally final.
Mosaic does not accept returns or provide refunds solely because of:
- Buyer's remorse
- A change of mind
- Selecting the wrong size or product
- Disliking a design after purchasing it
- Reasonable differences between screen colors and printed colors
- Reasonable manufacturing or print variations
If an item arrives:
- Damaged
- Defective
- Incorrect
- Materially different from what was ordered
you must contact Mosaic at hello@trymosaic.io within 7 days of delivery.
You may be required to provide:
- Your order information
- Photographs
- A description of the problem
- Other reasonable evidence Mosaic requests
If Mosaic determines that a legitimate product problem occurred, Mosaic may provide an appropriate remedy, which may include a replacement or refund.
Mosaic determines the appropriate remedy based on the circumstances, subject to rights that cannot legally be waived.
You do not need to ship anything back
No physical return is required. Photographs are enough.
Every Mosaic product is printed to order and carries a design chosen by the person who ordered it, so a returned item cannot be resold to anyone else, and return postage would usually cost more than the product itself. Asking you to pay for or arrange a shipment that helps nobody makes no sense, so we do not.
Keep the item, or dispose of it however you like.
Restocking fee
There is no restocking fee. It is $0.
Nothing is deducted from an approved refund.
How long a refund takes
Once a claim is approved, Mosaic issues the refund within 10 business days.
Refunds go back to the original payment method. After we issue it, your bank or card issuer may take additional time to show the money in your account, and that part is outside our control. If it has not appeared a week after we confirm the refund was issued, contact us and we will send you the payment reference to give your bank.
Questions
This policy is also section 23 of the Mosaic Terms of Service. If you have questions about an order, contact hello@trymosaic.io.