Turn your image into mosaic art with a design preview and your approval before production.
Refund policy
MosaicDIY Refund & Return Policy
Last updated: August 31, 2026
We want you to be confident when ordering from MosaicDIY. This Refund & Return Policy applies to purchases made directly through mosaicdiy.com.
Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws, including laws that apply in the United States, Canada, Australia, and the United Kingdom.
1. Standard Products
For non-customized products, including eligible ready-made MosaicDIY kits and mosaic supplies, you may request a return within 14 days after receiving your order.
To be eligible for a change-of-mind return, the product should be returned in substantially its original condition and should not have been materially used, assembled, altered, or damaged beyond what is reasonably necessary to inspect it.
Where possible, please return the product with its original packaging, components, accessories, and documentation.
To start a return, please contact us before sending the product back. We will provide return instructions and the appropriate return address.
Returns sent without prior authorization may take longer to process.
2. Custom and Personalized Products
Products made or prepared specifically for you are generally not eligible for change-of-mind returns or cancellations once production has begun.
This includes, where applicable:
• Create Your Own custom mosaic kits
• Products generated from a customer-uploaded photo or artwork
• Personalized or made-to-order mosaic designs
• Custom-sized or specially configured products
• Large-scale custom mosaic mural projects
This restriction does not apply where the product is defective, damaged, incorrect, materially different from what was agreed, or where applicable law gives you additional rights.
For large-scale mural projects, cancellation, deposits, revisions, production, and refund terms may also be governed by the individual project quotation or agreement.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as reasonably possible.
Please include:
• Your order number
• A description of the issue
• Clear photos showing the product, packaging, and any damage or incorrect components
After reviewing the issue, we may provide an appropriate remedy such as replacement parts, repair, replacement, or a refund, depending on the circumstances and your rights under applicable law.
If the problem is our responsibility, we will not require you to bear reasonable return shipping costs where applicable.
4. Missing Mosaic Pieces or Components
Because MosaicDIY products may contain a large number of individual pieces and modular components, occasionally a component may be missing or damaged.
If this happens, please contact us with your order number and details of the missing or damaged component.
Where appropriate, we may send replacement pieces or components instead of requiring the entire product to be returned.
This does not affect any statutory rights you may have.
5. Change-of-Mind Return Shipping
Unless required otherwise by applicable law, customers are responsible for return shipping costs for eligible change-of-mind returns.
Original expedited or premium shipping charges are generally non-refundable.
Where applicable law requires the refund of standard outbound delivery charges, including qualifying cancellations under UK consumer law, we will provide that refund as required.
We recommend using a tracked shipping service when returning an item. MosaicDIY cannot be responsible for return parcels that are lost before they reach the designated return location.
6. Refunds
Once we receive and inspect an eligible return, we will notify you of the outcome.
Approved refunds will be issued to the original payment method.
Banks, credit card issuers, and payment providers may require additional time to process and display the refund after it has been issued by MosaicDIY.
Where applicable law specifies a refund deadline, we will process the refund within the legally required period.
7. Cancellations Before Shipment
If you need to cancel an order, please contact us as soon as possible.
For standard products, we will try to accommodate cancellation requests before the order has entered fulfillment or shipped.
For custom or personalized products, cancellation may no longer be possible after design processing, customization, or production has begun.
Submitting a cancellation request does not guarantee that an order can be stopped once fulfillment or production is underway.
8. Exchanges
We do not currently operate a separate automatic exchange program.
If you need a different standard product or size, please contact us. Depending on the circumstances, we may arrange a return and ask you to place a new order.
Custom and personalized items generally cannot be exchanged for change-of-mind reasons.
9. United Kingdom Customers
For eligible non-customized goods purchased online, UK consumers may have a legal right to cancel their purchase within 14 days after receiving the goods, subject to applicable exceptions.
Personalized or custom-made goods may be excluded from this cancellation right.
Where UK law applies, this policy does not reduce any cancellation, refund, repair, replacement, or other statutory rights available to you.
10. Australian Customers
Our products are supplied subject to rights and guarantees that may apply under the Australian Consumer Law.
Nothing in this policy excludes, restricts, or modifies consumer guarantees or other rights and remedies that cannot lawfully be excluded.
Australian consumers may be entitled to a repair, replacement, refund, cancellation, or other remedy where a product fails to meet an applicable consumer guarantee.
A change of mind alone does not necessarily create a statutory right to a refund under Australian Consumer Law; however, our 14-day return policy for eligible standard products applies in addition to your statutory rights.
11. Canadian Customers
Consumer protection requirements in Canada may vary by province or territory.
Our return policy is in addition to any mandatory rights and remedies available under applicable federal, provincial, or territorial law.
Nothing in this policy is intended to waive rights that cannot legally be waived.
12. United States Customers
Return and refund rights may vary by state.
Our published return terms apply in addition to any non-waivable rights available under applicable federal or state law.
13. Items That Cannot Be Returned for Change of Mind
Unless required by applicable law, we generally cannot accept change-of-mind returns for:
• Personalized or custom-made products
• Customer-uploaded-image mosaic kits after customization or production has begun
• Products that have been materially assembled, altered, or used
• Items damaged after delivery through misuse or improper handling
• Gift cards
• Products specifically identified as final sale before purchase
Defective, damaged, incorrect, or otherwise legally non-conforming products remain subject to applicable consumer rights regardless of these exclusions.
14. Contact Us
Before returning any item, please contact MosaicDIY so we can review your request and provide the correct return instructions.
Email: [support@mosaicdiy.com]
Website: mosaicdiy.com
Please do not send returns to an address shown on a parcel or shipping label unless we have confirmed that address as the correct return location.
We may update this policy from time to time. The version published on mosaicdiy.com at the time of your purchase, together with any mandatory consumer rights that apply to you, will govern your order.