Refund policy

Returns and Cancellations

How can I return my order?
Are you not satisfied with your order? As a consumer, you have the right to withdraw from your purchase within 14 days of receipt without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party designated by you who is not the carrier, physically takes possession of the goods.

Important: Please always contact us first before returning an item. We’re happy to guide you through the return process.
If you return a package without informing us in advance and the package is lost, we unfortunately cannot take responsibility for it.

What are the conditions for returning my order?
The returned item must be complete, in its original condition, and with undamaged packaging. This means:

-The product has not been used

-The product is not damaged and shows no signs of use

-The packaging is complete and undamaged

Return shipping costs are at your own expense. If something went wrong during delivery or you received an incorrect or defective item, we will of course cover the return costs.

Uncollected packages at pick-up points
If a package is sent to a pick-up point and is not collected within the specified time, it will automatically be returned to us.
This is considered a withdrawal from the order. Once we have received the returned package, we will refund the purchase amount, minus the incurred shipping and return costs.

How do I know if my return has been accepted?
As soon as we receive your return, we will send you a confirmation by email. We will then inspect the returned items and let you know whether the return is accepted.

When can I expect my refund?
After approval of the return, it may take up to 10 working days for the amount to be refunded to your account.

Can I still cancel my order?
Mistakes can happen when placing an order – we completely understand. If you wish to change or cancel your order, please contact our customer service as soon as possible.
Please note: Once your order has left our warehouse, we unfortunately cannot make any further changes.

Return address
Mosaicshop
Linkhoutstraat 212
3560 Lummen
Belgium