Return & Cancellation Policy

At The Mosaic Shop, we take great care in packaging and shipping our natural stone mosaics. Because stone is a fragile and naturally varying material, all returns and cancellations must follow the policies outlined below. These guidelines ensure fair handling of orders while protecting the integrity of our products.

By placing an order with The Mosaic Shop, the customer acknowledges and agrees to the terms outlined in this Returns & Cancellations Policy.

01

Return Eligibility

Returns may be requested within 30 days after the customer receives delivery of the order and must meet all return conditions stated in our policy.

  • Returns requested after 30 days from the delivery date will not be accepted.
  • Returns must be requested for unused material that has not been installed.
  • Installed material is considered accepted and is not eligible for return.
  • All approved returns are subject to a 25% restocking fee.
  • Original shipping charges are non-refundable.
  • Customers are responsible for all return shipping costs and shipping arrangements.
  • Return Authorization (RA) approval is required before shipping material back.
  • The Mosaic Shop reserves the right to decline a return request if the product has been discontinued or is no longer part of our active inventory.

We recommend keeping approximately 15% additional material on site after installation in case replacement pieces are needed in the future.

02

Return Conditions

To qualify for return, all materials must meet the following conditions:

  • Products must be returned in the original packaging.
  • Returns must be made in full box quantities only.
  • Material must be in the same condition in which it was received.
  • Material that has been installed, cut, broken, chipped, or otherwise damaged will not be credited.
  • Natural stone mosaics are fragile products and must be carefully repackaged before shipping.
  • Damage caused by improper packaging during return shipment may result in a reduced credit or denial of the return.

03

Non-Returnable Items

The following items are not eligible for return under any circumstances:

  • Samples
  • Special order items
  • Custom orders
  • Clearance items
  • Products marked FINAL SALE

These items are often produced or sourced specifically for a project and cannot be restocked.

04

Return Authorization

All returns require an approved Return Authorization (RA) before material is shipped back.

  • Customers must complete a Return Authorization Form prior to returning any product.
  • The form must include the order number, quantity being returned, and the reason for the return.
  • If approved, a Return Authorization will be issued along with return instructions and an expiration date.
  • Returned material must be shipped and received before the RA expiration date.
  • Returns received after the expiration date will not be accepted.
  • Returns will not be accepted at any showroom locations and must be returned to our warehouse distribution center.

RETURN WAREHOUSE ADDRESS

The Mosaic Shop Warehouse
3876 Mercantile Avenue
Naples, FL 34104

05

Return Shipping Responsibility

Customers are responsible for arranging and paying for return shipping.

  • The Mosaic Shop does not provide return shipping labels.
  • Customers must coordinate shipping with a carrier of their choice.
  • We recommend using a tracked and insured shipping method due to the fragile nature of natural stone products.
  • The Mosaic Shop is not responsible for damage that occurs during return transit.

06

Refund Processing

Once returned material arrives at our warehouse:

  • All returned materials will be inspected for condition and eligibility.
  • Refunds will be processed within 7 business days after the material has been received and approved.
  • Refunds will reflect the approved material amount minus the 25% restocking fee.
  • Original shipping and freight charges are non-refundable.
  • Any items that are damaged, incomplete, or otherwise ineligible will be deducted from the refund amount.

07

How to Start a Return

If you believe your order qualifies for return, please begin the process by contacting our team.

  1. 1Email customerservice@themosaicshop.com to request a Return Authorization.
  2. 2Include your order number, quantity being returned, and reason for return.
  3. 3Our team will review the request and determine if the return meets eligibility requirements.
  4. 4If approved, a Return Authorization (RA) and return instructions will be issued.

Do not ship material back without an approved Return Authorization. Unauthorized returns will not be accepted.

08

Order Cancellations & Modifications

Stock orders may be cancelled or modified prior to shipment. Customers who need to adjust quantities, update shipping information, or make other changes to their order should contact orders@themosaicshop.com as soon as possible so our team can assist before the order is prepared for shipment.

Orders cannot be cancelled once they have left our facility. Modifications such as quantity adjustments, shipping information, or other changes must be made before the order has been processed for shipment. Orders cannot be modified after they have left our facility.

If a customer wishes to cancel after shipment, the material must be returned following the Return Eligibility and Return Conditions outlined above. In this situation:

  • Customers remain responsible for all return shipping costs and arrangements.
  • A 25% restocking fee will apply.
  • Broken, damaged, installed, or incomplete materials will not be credited.

09

Special Orders

Special orders follow different policies due to the nature of how they are produced or sourced.

Special order items cannot be cancelled or returned once the order has been placed. These products are typically manufactured or sourced specifically for a customer’s project and cannot be restocked.

The Mosaic Shop reserves the right to update or modify these policies at any time without prior notice.