Refund and Return Policy

Refund & Return Policy

Effective Date: April 2026

At MosaicCraft, every piece is handcrafted with care and attention to detail. We want you to be completely satisfied with your purchase. Please read our policy carefully before placing an order.

Return Eligibility

We accept return requests within 30 days of the delivery date. To be eligible, the item must be:

Unused and in its original condition
Packed securely in its original packaging
Accompanied by proof of purchase (order number or receipt)

Non-Returnable Items

The following items are not eligible for return:

Items that have been used, altered, or damaged after delivery
Custom orders — unless the item arrives damaged or defective (see below)
Items without proof of purchase

Custom Orders

Custom and personalized mosaic pieces are non-refundable by default, as they are made specifically for you. However, exceptions are made in the following cases:

The item arrives damaged or broken
The item significantly differs from what was agreed upon
A manufacturing defect is present

In these cases, please contact us within 7 days of receiving your order with photos of the issue.

Damaged or Defective Items

If your order arrives damaged, please contact us at support@mosaiccraft.com within 7 days of delivery. Include:

Your order number
Clear photos of the damage
A brief description of the issue

We will offer a replacement, store credit, or full refund depending on the situation.

Return Shipping Costs

Shipping costs for returns are handled on a case-by-case basis:

Our error (wrong item, defect, or damage) — we cover the return shipping cost
Change of mind — the customer is responsible for return shipping fees

Refund Process

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5–10 business days to your original payment method.