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Return Policy
Return Policy
DecorsMosaic.com puts customers' satisfaction as a top priority and will take good care of any mistakes on our end that lead to return or exchange. Due to the color variation among different screens of computers/ laptops/ cell phones, we do encourage you to place a sample order with us before you place a full-size order. We are committing to match the sample with our full-size order shipment.
Please take some time to read our Return Policy carefully before you place a full-size order:
Situation 1: Defective Product Received
In the unlikely case that your product is defective, please Contact Us as soon as possible and retain the defective item or items.
We will determine if the products are defective by consulting with our product manager, manufacturer, or industry expert. If it is defective, we will give you a full refund or exchange the new products for you immediately. Our customer service team will work closely with you and we try our best to update the process to avoid any more troubles for you.
Please keep in mind that if there is any defect, please Contact Us prior to installation, installation of the products will be regarded as acceptance of products and void a defective claim for return.
Situation 2: Wrong Products Shipped/ Product Arrives that is not what was ordered
If something is wrong with an order, our customer support team will always be there to help you.
If you believe that you have received something not in your order, please email us via ContactUs@DecorsMosaic.com on the first available business day.
We may request digital photos of the product received to validate product details, sizes, colors, patterns, etc. If it is determined that the product you have received is correct in terms of color, size, pattern, quality, etc, it will be not our responsibility to return it, but we still accept returns according to our 30 days return policy.
If the product(s) you have received do not match those that you have ordered, DecorsMosaic will exchange your products with the correct items or refund your money – it is your choice. The decision to replace or refund will be conveyed in the conversation with the customer. The goal is to achieve a resolution acceptable for both parties.
Situation 3: Product Damaged/ Missing in Shipping
A. Visible damage or missing quantity when the product arrives
If there is visible damage to the packaging or there are missing pieces upon arrival, ask the driver to write a note on the waybill stating the damage and or missing product and ask him/her to sign for the notes before you sign the waybill. After signing the waybill, please Contact Us on the first available business day.Our products are carefully packaged to avoid damage in shipping. Damage to products will virtually always be visible on the exterior of the pallet, crate, or lift.
If products are damaged inside of the packaging, please hold installation and Contact Us immediately on the first available business day. DecorsMosaic.com may request digital photos of the damage to determine the extent and severity of the problem.
If products have been damaged in shipping or are missing, DecorsMosaic.com will replace the products or refund those damaged products. The decision to replace or refund will be made in the conversation with the customer. The goal is to achieve a resolution acceptable for both parties.
B. Hidden damage but I have already signed off a way-bill which I did not indicate a damage
Concealed damage must be reported to DecorsMosaic.com within 5 days of delivery. We may ask for pictures of the damaged product and our team will review them.
If products have been damaged in shipping, or are missing, DecorsMosaic.com will replace the damaged products or refund them. The decision to replace or refund will be made in the conversation with the customer. The goal is to achieve a resolution acceptable for both parties.
Situation 4: I just change my mind to return the products without any reason
In this case, DecorsMosaic.com offers a refund for returns within 30 days of the delivery date. However, since it is no fault from our end, shipping cost and handling costs must be paid by the customer. After the product is returned and inspected by decorsmosaic team, and the products are in good and resalable condition, the refund will be issued to your account within 5 business days due to our account will take some time to process, we will deduct the whole shipping cost and 25% of total product value from the total amount you paid for restore charge.
All returns must be sent freight prepaid, any items that have been painted, stained, or glued which are not resaleable will not be accepted for return or refund.
Our Return Procedure
Once we receive your returned item and it is accepted, your credit or new item will be processed in just a few days. Upon receiving your return, the item will be reviewed by our Quality Assurance Department. Please note that items showing signs of damage in any way cannot be accepted for return.
To return an item to DecorsMosaic.com, please follow the below step to process your return:
1. Contact our customer service department via Contactus@decorsmosaic.com to ask about the details for returning.
2. Submit your return request on Product Returns, and the request is subject to inspection, you just need to wait for the results. Of course, you can log in to My Account to view your return requests or return history.
3. Once your return is accepted, package your return including all original packaging and collateral material, and issue your package. For your security, please return the package to us by an insured courier (FedEx, UPS, or DHL express) and retain your receipt. Please make sure the item is insured for the total value of the contents, and request a return receipt for confirmation that your shipment has reached DecorsMosaic.com. This will protect you in case your package is lost in transit.
4. After items are received and inspected by the storehouse, and the products are in good and resalable condition, DecorsMosaic.com will exchange your products with the correct items you want to order or refund your money – it is your choice. The decision to replace or refund will be conveyed in the conversation with the customer.
5. If you chose to have your money back after the return is successful and accepted, it usually takes 3-5 days to process your refund. You can check the payment method that was refunded and the status of your refund in Your Orders.
You must follow the above instructions exactly, failure to do so will prevent the processing of your return. If you have any questions about our return procedure, please contact us via ContactUs@DecorsMosaic.com.
