Every 1 m2 of hand-cut mosaic contains 8000 individual tesserae put together on mesh. We ship our mosaics rolled like rugs, so once they are unrolled upon unpacking, it is not unusual to find some fallen stones. That is why you will find replacement stones with each shipment. Moreover, since our mosaics are hand-cut by artists, there is always a slight difference between each mosaic from the same design.
Since we are committed to exceptional quality in transforming your living space using the highest quality handcrafted mosaics, we offer refunds only in the following cases:
If the damage found upon unrolling is irreparable. However, we require an immediate photo to be taken, within 5 days of receipt, in order to estimate the cost of damage and replace your mosaic. A free pickup from your address will be arranged and a new mosaic will be produced to replace the damaged one.
If the mosaic received is very different than the one in the image upon order. However, we require an immediate photo to be taken, within 5 days of receipt. A full replacement will be made then.
Please note: for all custom orders you can ask us to send you a picture of your exact mosaic prior to shipping to avoid any confusion upon arrival.
Once you approve the picture of your exact mosaic prior to shipment you can't return it once you receive it unless it is damaged (Please refer to point 1 above).
All cases left unreported after 1 week of receipt will be dismissed by our claim department.