Refunds, Damaged Items, and Defects

Because MosaicFace print products are personalized, ordinary returns or refunds are usually not available simply because a customer changed their mind.

This does not affect rights relating to damage, defects, or incorrect fulfillment.

If your print order arrives:

• damaged in transit,
• materially defective,
• or materially different from what was ordered,

Please contact support as soon as reasonably possible and include:

• your order ID,
• a brief description of the issue,
• clear photos of the product,
• clear photos of the packaging where relevant.

Please keep the product and packaging until the case has been reviewed.

We may ask for additional photos or information where needed.

Email: [email protected]

After we review your case, MosaicFace may offer one of the following where appropriate:

• reprint or replacement,
• repair where applicable,
• price reduction,
• full or partial refund.

The chosen remedy will depend on the nature of the issue, available evidence, and the applicable legal framework.

Please contact MosaicFace directly, not the carrier or fulfillment provider.

If a package is damaged, lost, or incorrectly fulfilled, MosaicFace will review the case and, where relevant, handle the matter with the shipping carrier or production provider internally.

Because digital exports are delivered electronically, refunds are generally not available after delivery has begun solely because the customer changed their mind, subject always to mandatory legal rights.

If a paid digital export cannot be delivered due to a verified technical failure attributable to MosaicFace, please contact support so that we can attempt redelivery or another appropriate remedy.

Email [email protected] with:

• your order ID,
• the email used for the order if relevant,
• a short description of the issue,
• and supporting images or screenshots where useful.