Refund policy

MOSAÏRA — Return and Refund Policy

Thank you for choosing MOSAÏRA. We take immense pride in the craftsmanship, authenticity, and quality of our handcrafted mosaic pieces. We want you to be completely satisfied with your purchase.

1. 14-Day Return Window
We offer a 14-day return policy, which means you have 14 calendar days from the date you receive your item to request a return.
To be eligible for a return:
• The item must be unused, in the same pristine condition that you received it, and in its original protective packaging.
• You must provide the receipt, order confirmation, or proof of purchase.

2. Non-Returnable & Custom Items
Because of the nature of our artisanal craft:
• Custom / Bespoke Pieces: Commissioned, custom-sized, or personalized mosaic trays cannot be returned or refunded once finalized and dispatched, unless they arrive damaged or defective.
• Sale / Archive Items: Items purchased during special clearance or marked "Final Sale" cannot be refunded.

3. How to Initiate a Return
To start a return, please contact our support team at: support@mosaira.store
Please include:
• Your full name and order number.
• The reason for the return request.
• Clear photographs showing the item and its current packaging.

If your return is accepted, we will provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

4. Return Shipping Costs
• Customers are responsible for paying their own return shipping costs. Shipping costs are non-refundable.
• We strongly advise using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

5. Damaged or Defective Items (Transit Protection)
Please inspect your order upon arrival. If your mosaic piece arrives damaged, broken, or defective during transit:
• You must notify us within 48 hours of delivery at support@mosaira.store.
• Please include photos of the damaged product and the external shipping box.
• Upon verification, we will promptly send a replacement at no additional cost or issue a 100% full refund, including any initial shipping fees paid.

6. Refunds Process
Once we receive and inspect your returned piece, we will notify you via email of the approval or rejection of your refund:
• If approved, your refund will be processed immediately, and a credit will automatically be applied to your original method of payment within 5 to 10 business days.
• Note: Processing times may vary slightly depending on your bank or credit card issuer.

7. Contact Information
If you have any questions concerning our return policy, please reach out to us:
• Brand Name: MOSAÏRA
• Customer Support: support@mosaira.store
• Website: https://mosaira.store