Returns & Refund Policy

Last Updated: January 16, 2025

This draft Returns & Refund Policy explains how MosaPack expects to handle returns, exchanges, and refunds as launch access and custom products become available.

Custom Proof Requests

Custom proof requests are reviewed before production. If a photo is not suitable for a production proof, we will let you know before anything is made.

Physical product terms are shown before any paid order. Physical products remain proof/quote paths until supplier, sample, assembly, shipping, and landed-cost gates pass.

1. Return Eligibility

Brick Packs

Return eligibility after launch

Brick kit return eligibility will depend on final production and fulfillment terms. Unopened kits may be eligible for return if:

• The product is unopened and in its original packaging
• All baseplates, instructions, and bricks are included
• The product is in resalable condition

Not Eligible for Return:

• Opened brick kits (unless defective or damaged)
• Custom color assortments that have been opened
• Products damaged due to improper handling

Sticker Packs

Return eligibility after launch

Sticker pack return eligibility will depend on final production and fulfillment terms. Unopened packs may be eligible for return if:

• The sticker sheets are unopened and in original packaging
• The adhesive backing has not been removed
• All materials are included (grid sheet, stickers, instructions)

Not Eligible for Return:

• Sticker packs with removed or used stickers
• Opened packages (unless defective)

Digital Products

• PDF instructions, BOM files, and digital downloads are not eligible for refund once delivered
• Exceptions may be made for technical issues preventing download

2. Defective or Damaged Products

If your order arrives damaged or defective, contact us so we can review the issue:

Manufacturing Defects

• Missing pieces or incorrect quantities
• Damaged baseplates or instructions
• Printing errors on stickers or instructions
• Wrong colors or significant color discrepancies

Shipping Damage

• Crushed or torn packaging
• Broken or damaged components
• Missing items from the order

3. How to Initiate a Return

1. Contact Customer Support
   Email us at support@mosapack.com with:
   • Your order number
   • Reason for return
   • Photos (if defective or damaged)
2. Receive Return Authorization
   We'll review your request and provide next steps if the item is eligible for return.
3. Ship the Product Back
   Pack the product securely in its original packaging and ship to the address provided. Include your RMA number on the package.
4. Receive Your Refund
   Once we receive and inspect an eligible return, we'll confirm the available refund or replacement path.

4. Return Shipping Costs

Your Responsibility

• Standard returns (change of mind): You pay return shipping
• We recommend using a trackable shipping method
• Original shipping costs are non-refundable

Our Responsibility

• Defective products: return label eligibility will be reviewed case by case
• Wrong item shipped: return label eligibility will be reviewed case by case
• Damaged during shipping: return label eligibility will be reviewed case by case

5. Refund Methods

Refunds, when approved, will be issued to the original payment method when available:

• Credit/Debit Card: 5-10 business days after approval
• Other payment methods: timing depends on the payment provider used at checkout

Refund amounts include:

• Eligible product price, depending on the approved resolution
• Original shipping (only for defective/wrong items)
• Taxes paid

6. Exchanges

We currently do not offer direct exchanges. To get a different product or size:

1. Return your original product for a refund
2. Place a new order for the desired item

Exception: If we shipped the wrong item or size, we will review the issue and confirm the available replacement path.

7. Order Cancellations

Before Production

You may cancel your order before production if:

• The order has not yet entered production
• You contact us before production begins

During Production

Once your custom mosaic enters production after proof approval:

• Cancellations may be limited or unavailable depending on supplier commitments
• We will assess each request on a case-by-case basis

After Shipping

• Orders cannot be canceled once shipped
• Follow standard return procedures if needed

8. Non-Returnable Items

The following items cannot be returned:

• Digital downloads and PDF files
• Opened sticker packs
• Custom mosaics with inappropriate or offensive content (violation of our Terms)
• Products damaged due to misuse or improper assembly
• Items returned without prior authorization (RMA number)

9. Restocking Fees

Restocking fees may apply in certain situations:

• No Fee: Defective products, wrong items, or damaged shipments
• 15% Fee: Unopened returns within the return window
• 25% Fee: Opened brick kits in resalable condition
• No Refund: Items not in resalable condition

10. Quality Guarantee

Custom products are reviewed before production when the proof workflow is active. If a photo is not suitable, we will contact you before production.

Color Matching

• Our color-matching workflow is designed for accurate mosaic previews
• Some variation from the original photo is normal
• We recommend using the preview before ordering
• Significant production errors will be reviewed for an appropriate resolution

Component Quality

• Final component specifications will be confirmed before physical products launch
• Physical products remain proof/quote paths until supplier gates pass
• Production starts after proof approval when the proof workflow is active

11. Missing Pieces

If a physical kit launches and you discover missing bricks or pieces:

• Contact us after delivery with your order details
• Provide your order number and list of missing items
• We will review the issue and confirm the available replacement path
• No need to return the entire kit

12. International Returns

For international orders:

• Return eligibility may vary by destination and supplier
• Customer pays return shipping (except for defects)
• Customs fees and import taxes are non-refundable
• Contact us before returning for specific instructions

13. Satisfaction Review

If you are not satisfied with your mosaic:

• Contact us after delivery with your order details
• Describe the issue and what you expected
• We will review the issue and confirm the available resolution path

14. Contact Us for Returns