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Return and Refund Policy
Firstly, we thank you for choosing MosaicsandTile.com for your shopping concerns. We apologise for any inconvenience caused because of us.
If you are not entirely satisfied with your purchase or our services, we are here to help you out.
RETURNS (30% restocking fee)
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With our significant 30-day return policy, you have 30 calendar days to return an item from the date you received it.(30% Restocking fee applies)
We, at MosaicsandTile.com, have criteria for this policy, which needs to be fulfilled, for a successful return. To be eligible for a return;
- Your purchased product must be unused and in a similar condition that you received it;
- Your item must be in the original packaging that you received. If you have unpacked the product, then please retain the packaging with you for a successful return.
- Your item needs to have the receipt or a proof of purchase.
- Your product should not be marked "as-is", "no returns accepted", "all sales final" "Clearance or with a similar statement.
- Your product should not fall under‘special order’ category and ‘custom-made item’.
- Your product must be inspected prior to installation. Installation of the product means its acceptance. MosaisandTile.com does not accept any returns or claims once the product has been installed. Damages that occur during installation are not considered defects and are not subject to return or refund.
- We DO NOT accept partial returns.
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Mosaicsandtile.com sells certain products that are natural and cannot guarantee their uniformity. Please note that the actual products may be slightly different from what you see online because of various reasons including the settings of your computer screen or probably our camera! Therefore, we suggest you buy a sample before buying the product in bulk.
REFUNDS
3% CREDIT CARD FEES WILL BE DEDUCTED FOR ALL REFUNDS.
We will thoroughly inspect the product after we have received it and notify you that we have received your returned product. Also, we will immediately notify you on the status of your refund after inspecting the item. If your returned product is approved, we will immediately initiate a refund to your credit card or your original method of payment. You will receive the credit within a certain amount of days, depending on your card issuer's policies and your payment method.
Samples
Samples are swatches of the original product and vary in size from a 3x3 inches to 6x6" depending on the product line. Samples are meant to give you the touch/feel effect and also to judge the color tones, thickness etc. We do provide actual lot specific pictures on request to give you even a better idea.
We ship our samples with USPS priority mail or UPS Ground. On occasion you might receive it slightly damaged or cracked however please note that samples still deliver the above message as they are NOT THE ACTUAL product and just samples for you to see the tones. The actual product will be shipped Insured and packed much better for its safety.The name displayed does not necessarily represent the only industry name for a particular color and does not necessarily represent the actual colors prominent in the material. The color/shade of the material shown will vary significantly based on individual monitor settings, resolution, room lighting and camera used. Wallandtile recommends using pictures primarily to visualize the movements, patterns, veining, grain structure, blotches and other prominent characteristics of the material. We highly recommend ordering samples and requesting lot specific pictures. There are no refunds for damaged sample. We refund the cost of the samples you paid towards the final order.
Mosaicsandtile.com will reimburse you the cost of your sample order when you place your order of 100 sqft or more as store credit.
Simply follow the steps below to request your refund:
Send an email to: csr@Mosaicsandtile.com Subject line: “SAMPLE REFUND”
Be sure to include your name and order number in the body of the email.
If you order 1 sample and order the same product we refund 100%. If you order 2 samples and order only 1 of the product we refund 50% of the sample charges and so on.
Please allow 7-10 days for processing your sample refund.
Please note that the quantity of the order needs to be 100 Sq Ft or more of each product which qualifies for sample refund.
Sample charges are not refunded if you chose products under "Free Shipping" category.
Thank you for choosing https://www.mosaicsandtile.com/
FREE SHIPPING PRODUCTS - Should there be return of orders shipped under "Free Shipping promotion shipping charges, both ways, would be deducted from the total amount. 30% restocking fee would be collected as well.
STORE CREDIT :
You can always change your mind about the product or samples and might want to either change or have it cancelled. Our warehouse team spends time to cut your samples, pack them for you and get it ready for it to be shipped. We will issue store credit for all cancellations after 24 hrs.
- Any orders cancelled after 24 hrs will be issued a store credit.
- Handling fee, Pick up fee will not be refunded for order cancellations. We all respect time and money spent to prepare the order. Be in pulling the product, packing material, labor time. This is a small fee to offset that cost for all cancellations.
- Cancellations of any sample requests will be issued a store credit.
- After the shipment has left the warehouse there are no cancellations. However if the products are returned by you the refund would be issued by store credit.
WAREHOUSE PICK-UP:
We offer customers option of saving shipping costs if they are in state where we have the product available in our warehouse. Our warehouse team goes through a long process to get your order prepared. From picking the tiles from various racks within the warehouse to bringing it to the packing section and packing it using packing material/boxes etc. Should you decide to cancel the order there will be a cancellation fee of 30% of the order amount and also $50 handling fee to cover the costs and time of our warehouse personal. If customer is using OWN SHIPPING CARRIER to pick up the order and fails to do it within 48 hours or notifying package details we will cancel the order minus the above mentioned 30% and $50 handling fee. All Warehouse Pick Up orders MUST be picked within 48 hours of receiving the pick up instructions. The idea is to move the inventory to make room for new products and not store all orders. Warehouse fee of $50/day will be charged for orders not picked up within 48 hrs of receiving pick up instructions via email and text.
SHIPPING
Under our policy, you will be responsible for paying for your own shipping costs for returning your purchased product. SHIPPING COSTS ARE NON-REFUNDABLE. Please note that if you receive a refund, the cost of return shipping will be deducted from your refund.
We ship insured however damages do occur during transit. ALL DAMAGES MUST BE NOTATED ON THE DELIVERY RECEIPT AT THE TIME OF DELIVERY. All concealed claims must be reported within 2 days of delivery. Claim has to filed with the carrier within 2 business days for it to be considered as "concealed" damaged claim. Any claims reported after this will be filed but have a very low chance of getting approved.
CONTACT US
If you have any questions on how to return your item to us, please feel free to contact us.
