Return and Refund Policy

At PalMosaic, we take great pride in the quality of our handcrafted pieces. If you are not entirely satisfied with your purchase, we are here to help. Our return policy is designed to be clear and straightforward to ensure a smooth shopping experience.

1. Return Window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
We cannot accept return or refund requests after 30 days have passed since the delivery of your order.

2. Item Condition

To be eligible for a return, your item must meet the following criteria:

The item must be in New condition, unused, and in the exact same condition that you received it.
It must be returned in its original packaging, including all tags and inserts.
We do not accept returns for items that have been damaged due to misuse or mishandling after delivery.

3. Return Shipping Costs

Defective or wrong item: If the product is incorrect, damaged by the carrier, or defective (e.g., damage to the mosaic frame or an error in the embroidery), PalMosaic will cover the full cost of return shipping. Please contact us within 48 hours of delivery and provide clear photos of the damage.
Customer Remorse (Change of mind): If you purchased the wrong item, it doesn't fit, or you simply no longer want it, the customer is responsible for the actual return shipping costs. For international orders, customers are also responsible for any return shipping fees, taxes, and customs duties incurred during the return process.

4. Exceptions / Non-Returnable Items

Due to the intricate and handcrafted nature of our products, certain types of items cannot be returned:

Custom-made items: Any bespoke orders, custom mosaic murals, or personalized embroidery pieces made specifically to your requested colors, sizes, or designs cannot be returned or refunded unless they arrive damaged or defective.
Gift cards.

5. Restocking Fee

We do not charge any restocking fee for returned items.

6. Refund Process

Once your return is received and inspected at our facility, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed immediately, and a credit will automatically be applied to your original method of payment (e.g., Credit Card, PayPal).
Please remember it can take some time for your bank or credit card company to process and post the refund. Typically, this takes 5 to 10 business days depending on your financial institution.

7. How to Start a Return

To start a return, you can contact us at our support email. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.