Refund & Return Policy

Last updated: May 2026

Our Return Policy

We want you to love your mosaic tiles. If you’re not completely satisfied with your purchase, we offer a straightforward 30-day return window for most products. Read on for full details.

Return Window & Eligibility

  • Returns must be initiated within 30 days from the delivery date.
  • Items must be unused, uninstalled, and in original packaging.
  • Full, unopened boxes only — we cannot accept partial box returns.
  • Custom-cut or special-order mosaic tiles are non-returnable unless defective.
  • Clearance and final-sale items are non-refundable.

How to Initiate a Return

  1. Email us at support@3dmosaic.net with your order number and reason for return.
  2. Our team will review your request and issue a Return Merchandise Authorization (RMA) number within 1-2 business days.
  3. Package the items securely in their original packaging with the RMA number clearly marked on the outside.
  4. Ship to the return address provided in your RMA confirmation.

Refund Process

  • Refunds are processed within 5-7 business days after we receive and inspect the returned items.
  • Refunds are issued to the original payment method.
  • Return shipping costs are the responsibility of the buyer unless the return is due to our error (wrong item shipped, defective product).
  • Original shipping charges are non-refundable unless the return is due to our error.
  • A 15% restocking fee may apply for returns of large orders (10+ boxes).

Exchanges

Need a different color, size, or style? The fastest way to get what you want is to place a new order for the replacement item and initiate a return for the original. This ensures your new tiles ship immediately while we process your return.

Defective or Incorrect Items

If you receive an item with manufacturing defects or an incorrect product, we’ll make it right — at no cost to you. Contact us within 7 days of delivery with photos of the issue, and we’ll arrange a prepaid return label and send a replacement or issue a full refund.

Questions?

Our support team is happy to help. Reach us at peng1892204@gmail.com or call+86018922007292, Monday through Friday, 9 AM – 6 PM EST.

Scroll to Top