If for any reason, you are not satisfied with your purchase, you may return the materials to us within 30 days of delivery. Please obtain a Return Material Authorization (RMA) number by calling our customer service department directly at 973.732.1112, returns without an authorization number may not be entertained.
Please note that Mosaic tile Direct does not accept returns after 30 days of delivery and does not accept any claims once the product has been installed. Therefore, we strongly recommend that you inspect the contents of your order carefully and contact us within a period stated above to initiate the return process before starting the installation. Please carefully package all materials in its original packaging. All returned materials are subject to a 15% re-stocking fee. The shipping costs are non-refundable and return shipping is on customer’s account. Your refund will be sent to you within one week in the original method of payment once we receive the return, and verify the condition of the products. Please note that it is customer’s responsibility to report any damage to the product within 3 days of the delivery of the order.
We do not accept returns on samples.
What if the products are damaged during shipping or the wrong product is shipped?
If you believe that you received the wrong product, please take pictures and contact us within 3 days of the delivery with the pictures. If we conclude that it was our mistake, and you really did receive a product different than you ordered, we will contact you to discuss the best way to resolve the issue. We can either replace the order or refund you for the full amount of your order including shipping. In either case, you will not incur any additional shipping costs, and we will arrange for the pick-up of the wrong product.
If we conclude that the product you received is the product you ordered, we will still contact you to discuss if you want us to process a regular return of your order. To minimize these kinds of issues, we strongly encourage you to order a sample before placing a larger order. Please note that the samples are only small swatches of the products, and although the sample will be a good representative of the actual material you will receive, variations in the colors and patterns are normal especially in natural stone products since these products are not man-made, but are genuine nature-made products.
It is not unusual to have 2% - 3% of the tiles broken, such as chipped edges, to some degree during transit. Any amount up to 5% is still considered acceptable. These damaged tiles can be used for the cuts you will need to make. If breakage is above 5%, we would ask you to have it noted on the logistics receiving the document and take pictures.
In any case, we are here to help, call us at 973.732.1112.