We have a 30-day return policy on physical products from website (Mosaic Frame Kits), which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and unopened in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Non-returnable / Nonexchangeable Items
Unfortunately, we cannot accept returns on used Mosaic Frame Kits and used Paper Mosaic Templates.
We cannot accept exchanges for Digital Mosaic Templates. Digital downloads become available immediately after payment is processed, and there is no way to get them back after being sent.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Retainers for balloon-filled mosaics are non-refundable. Retainer fees are used to secure date of delivery, therefore they cannot be refunded.
Cancellation Policy for Balloon-filled Mosaic Orders
Due to high demands, we request that you cancel balloon-filled mosaic orders at maximum of 10 days before your secured date of delivery. This gives us the opportunity to fill the vacant opening.
If you have to cancel your order after paying the final payment, you will be offered a credit of the final payment amount only. Retainer fees are non-refundable, as they are used to secure your delivery date.
However, if you do not cancel prior to the 10 days, you automatically forfeit the final payment amount.
If you have any questions in regards to the cancellation policy of balloon-filled mosaic orders, please email firstname.lastname@example.org.