We are singularly focused and dedicated to exceeding your expectations with every interaction, every day! That is why we are committed to ensuring you are 100% happy and a proud owner of a mosaic masterpiece.
If you want to return an item purchased on www.mosaicslab.com, you have 10 calendar days from the shipping confirmation date of your order (or within 5 calendar days of receiving the mosaic) to do so for a full refund (conditions apply).
If you are not completely happy with your new mosaic, the artwork must be received back to our warehouses within a maximum of 15 calendar days from the shipping confirmation date of your order and only after confirming with us via email that the artwork will be returned.
Eligible work (conditions listed below) must be returned to one of our designated warehouses.
HOW TO RETURN
Here is what you should do in case you receive artwork you’ve purchased from Mosaics Lab and you are not 100% happy:
(1) email us at [email protected] within 3 calendar days of receiving the mosaic about your intent to return it. Please include in your email your order information and the reason you want to return the artwork.
(2) repackage the artwork exactly how it was shipped to you in its original packaging.
(3) ship out the artwork within 5 calendar days from the day you received it or 10 calendar days from the shipping confirmation date of your order.
(4) email us at [email protected] to confirm the shipment details in order to complete the return process.
(5) The mosaic artwork must be returned to our corporate warehouse at the below address within a maximum of 15 calendar days from the shipping confirmation date of your order.
If you do not notify us of your intent to return the mosaic within 3 calendar days of receiving the mosaic or if we don’t receive the mosaic back to our warehouses within 15 calendar days from the shipping confirmation date of your order, you will not be eligible for a refund.
Mosaics Lab won’t pay or refund returns shipping costs to our warehouses. You are responsible for the cost of return shipping and any customs or additional fees charged upon return.
Mosaics Lab will only process the refund once the artwork is delivered safely to one of our warehouses.
Refund will be paid back to your original source of payment in the same currency, using the same exchange rate as your original order (minus shipping costs and customs fees or additional fees, if any).
Allow two to four weeks for your return to be processed and for the credit to be posted to your financial institution.
Mosaics Lab is not responsible for damages resulting from return shipment or mishandling by the customer. The Mosaic artwork that is returned damaged will not be refunded.
ELIGIBILITY The following eligibility criteria must be met for a returns request to be accepted:
The item(s) should be returned in perfect condition.
The mosaic must be returned unused and in its original packaging and in the same condition as it arrived.
Final sale mosaics, discounted mosaics and mosaics on clearance are NOT eligible for a refund.
Customized (size, shape, color, material or design), modified or personalized mosaics are NOT eligible for a refund.
Bulk mosaic purchases (2+) are NOT eligible for a refund.
We reserve the right to designate any other items as non-returnable in our discretion.
Receiving damaged mosaics is a rare occurrence. We ship replacement stones with each mosaic in case some stones fell off during shipment. Stones can be easily re-attached back to the piece using adhesive.
Our mosaic pieces are hand-cut by our artists, no two pieces would look alike and there will always be a slight variation between the final piece and its design.
Because our mosaics are made of natural stones, their colors may slightly vary from the original design.
We are committed to ensuring you are 100% happy with every interaction with us. We will be sending you progress pictures across multiple stages while the masterpiece is being crafted by our artists. A final picture of your exact masterpiece will also be sent to you prior to shipment.
Our mosaics are made to order by our artists, therefore, orders can’t be canceled at any point in time.