Return & Refund

  • About replacement for breakage during delivery

    Although we pack our orders as best as we can to prevent breakage, there does come the rare occasion that some tiles may break. But often times what may seem like a damaged sheet is just because a few mosaic chips popped out. This could be easily fixed when installing the tile.

    But if you still feel that your tile is damaged, please contact us by support@E-MosaicTile.com, following the steps below.
    1) send us an email within 7 days after you receive your order, titled by "Request on Replacement for Breakage". If longer than 7 days, your request can be rejected.

    2) the email should include your order number, amount of sheets damaged

    3) pictures of any damages

    4) further related information, like the status of the exterior box

    We'll reply to you within 2 business days after we received your email. Once your request is accepted, the replacement procedure will begin within 3 business days. And the tracking number for the replacement will be sent to your email then.

  • About Return and Refund

    *Delivery/Freight is non-refundable.
    *Already installed items cannot be returned.
    *Samples, final sales products and customized products can not be returned.

    30 days return policy
    The customer can contact us for request of return within 30 days of delivery.

    2 Senarios
    1) Products are totally damaged, or wrong products delivered. The customer can get a full refund.

    2) Products received in good conditions, but the customer still wants a return because of his/her personal reasons. Customer should return the products to us with original packaging and product labels. Once we receive the returned goods and confirm they can be resold, 15% of the order amount will be charged as the restocking fee. And the customer will get a partial refund.

    Return Process
    1) Contact us by email support@E-MosaicTile.com, titled "Request for Return" within 30 days of delivery. We'll get back to you within 2 business days. Then please fill the form of "Request for Return" we send to you, including the following information
    ----order number
    ----the number of sheets you are returning
    ----the reason for your return
    ----pictures of the products, pictures of any damages and the exterior packing box
    We'll reply to you in 2 business days after we receive the form of "Request for Return"

    2. If your request for return is accepted, you can return the product following the below steps:
    1) Customers are responsible to pay for return shipping and are free to choose any carrier they like. But a trackable shipping method is necessary. Customer needs to send us the shipping method and the tracking number after the shipment for return, or the return can be rejected.

    2) All returns must be in their original packaging and in the condition when they were received. It is imperative that the returned boxes are packaged well - our products are extremely fragile. We recommend insuring your return shipment. Refunds will not be issued for items damaged in return transit or for returns that are never received.

    Refund
    Once we receive and confirm your return, your refund will be processed within 7 business days. 

For other info, please click HERE to the Customer Service page
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