Returns & Refunds
Requesting a return
To request a standard return, contact support@mosaicium.com within 14 calendar days of receiving your order. Include your order number and the item you would like to return.
For a standard return unrelated to a defect, please return the item unused, in its original condition, with its original tags attached.
Countries covered
We accept returns from all countries to which MOSAIC ships. The return conditions below apply to both domestic and international orders, subject to applicable consumer law.
Underwear and Art
Underwear and Art items are excluded from change-of-mind returns where this exclusion is permitted by applicable law. This does not limit any statutory right to return an item or make a claim concerning defective goods.
Returning a non-defective item
You can return your item to MOSAIC at 27 Amaghleba Street, Tbilisi, Georgia, or send it by post. Contact us for the appropriate return instructions before posting your parcel.
For standard returns unrelated to a defect, the customer arranges and pays for return shipping.
Defective items
If you believe an item is defective, contact support@mosaicium.com with your order number and a description of the issue.
Once a defect is confirmed, we offer a refund or an exchange for an equivalent item without the defect.
MOSAIC arranges and pays for the return shipping of confirmed defective items. This return shipping is free of charge to the customer.
We prepare the necessary shipping documents and send you instructions identifying the carrier or shipping company in your country that works with our logistics partner. Please hand over the parcel to that company using the documents and instructions provided.
Contact us before arranging an independent shipment so we can explain the return procedure.
The standard 14-day return window and category exclusions do not limit your statutory rights concerning defective goods.
Refunds and payment errors
We inspect returned items upon receipt and process refunds within the applicable statutory time limits. After a refund has been issued, please allow 3–5 business days for it to appear in your account.
We do not charge additional fees or commissions for resolving payment errors.
This policy does not limit your statutory consumer rights.
