Refund policy
Returns and Cancellations
How can I return my order?
Are you dissatisfied with your order? As a consumer, you have the right to cancel your purchase within 14 days of receiving your order without giving a reason.
The withdrawal period will expire after 14 days from the day on which you acquire , or a third party other than the carrier and indicated by you acquires, physical possession of the last good .
Important: Always contact us first before returning an item. We're happy to guide you through the returns process.
If you return a package without informing us beforehand and the package gets lost, unfortunately we cannot take any responsibility for this .
What are the conditions for returning my order?
The returned item must be complete, in its original condition, and with its packaging intact . 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
For a normal return, you pay the return shipping costs. If the return is necessary because of an error by Mosaicshop, we cover those costs. If you withdraw from the entire purchase, we also refund the original standard delivery costs. Additional costs for a more expensive delivery method chosen by you are not refunded.
Uncollected parcels at collection points
If a parcel is not collected from a collection point in time, it is automatically returned to us. Please let us know if you wish to withdraw from the purchase. If you withdraw from the entire purchase, the refund and return shipping rules described below apply.
How do I know if my return has been accepted?
Once we receive your return, we'll send you an email confirmation . We'll then inspect the returned items and let you know if the return is accepted .
When can I expect my refund?
We refund you without undue delay, no later than 14 days after you inform us that you are withdrawing from the purchase. We may withhold the refund until we have received the goods or you have provided evidence that you have sent them back, whichever happens first. We use the same payment method as for the original payment, unless you expressly agree to another method. We do not charge a fee for this. Your bank or payment provider may then need additional processing time.
Can I still cancel my order?
Please contact us as soon as possible if you wish to change or cancel your order. We can change the order until we start preparing it. Once preparation has started, we can no longer make changes. This does not affect your statutory right of withdrawal.
Return addresses
Mosaicshop
Trichterheideweg 2A/0002
3500 Hasselt
Belgium