We encourage you to choose carefully as refunds cannot be given after an order has been placed for a change of mind. In the case your items are faulty or damaged, we are here to help.

14 days to return

You have 14 days to return an item from the date you received it. Return shipping to Mosaic Mode warehouse, NSW 2196, is to be arranged and paid for by the customer.  To be eligible for a return, your item must fit the following criteria:

• Your item must be unused and in the same condition that you received it;
• Your item must be in the original packaging;
• Your item must have proof of purchase;
• All returns must be for the entire quantity of tiles from the initial order.

15% handling charge

A handling charge of 15% will be charged to the final value of all returns. In the unlikely situation you choose to cancel your order, you will be charged 15% on the full value.

14 days to refund

If your return is approved, we will process the refund to the same account you originally paid with. We aim to have the refund with you within 14 days of approving the refund, but in some cases, this time may vary depending on your credit card or bank’s issuer policies.

On return, your item will be inspected prior to being approved for a refund.

All returns must be for the entire quantity of tiles from the initial order. Partial returns, spares and leftover tiles will not be accepted for a return.

It is the purchaser’s responsibility to ensure that their tiler inspects the tiles prior to tiling. Mosaic Mode does not take responsibility if the tiles have been laid incorrectly, if tiles with noticeable faults are laid or if the incorrect products or tiles have been used.

If for some reason, you have been sent the wrong product or if the product is damaged or faulty, Mosaic Mode will arrange shipping for the return of the goods if we are notified within 24 hours of receiving said goods. The damage or fault must be of a significant amount to qualify for a return. Please take photos of any damages or issues in the original packaging to help us identify the cause. In all other circumstances, the purchaser will be solely responsible for the transport and cost of the return of items.

Mosaic Mode uses third-party freight companies and couriers to deliver your goods and therefore we are not responsible for any breakages or damages that may occur during the delivery process.