Refund policy
Returns and Cancellations
How can I return my order?
Are you dissatisfied with your order? As a consumer, you have the right to cancel your purchase within 14 days of receiving your order without giving a reason.
The withdrawal period will expire after 14 days from the day on which you acquire , or a third party other than the carrier and indicated by you acquires, physical possession of the last good .
Important: Always contact us first before returning an item. We're happy to guide you through the returns process.
If you return a package without informing us beforehand and the package gets lost, unfortunately we cannot take any responsibility for this .
What are the conditions for returning my order?
The returned item must be complete, in its original condition, and with its packaging intact . This means:
-The product has not been used
-The product is not damaged and shows no signs of use
-The packaging is complete and undamaged
You are responsible for paying for the return shipping costs. If something went wrong with your delivery, or you received an incorrect or defective item, we will, of course, cover the return shipping costs.
Uncollected parcels at collection points
If a package is sent to a collection point and is not collected within the specified time , it will automatically be returned to us.
This will be considered a cancellation of the order.
After receiving the returned package, we will refund the purchase amount, minus the shipping and return costs incurred.
How do I know if my return has been accepted?
Once we receive your return, we'll send you an email confirmation . We'll then inspect the returned items and let you know if the return is accepted .
When can I expect my refund?
After approval of the return, it will take a maximum of 10 working days for the amount to be refunded to your account .
Can I still cancel my order?
Placing an incorrect order can happen – we understand that .
If you wish to change or cancel your order, please contact our customer service as soon as possible.
Please note: once your order has left our warehouse , we are unfortunately unable to make any changes .
Return addresses
Mosaicshop
Trichterheideweg 2A Bus0002
3500 Hasselt
Belgium