At William Mosaic, we take pride in our handcrafted Jewelry-Making, Knitting & Sewing, and Woodworking products. Since our items are custom-made with great care, we have a specific return and refund policy to ensure a fair process for both our customers and artisans.
1. Eligibility for Returns & Exchanges
1.1. Returns are only accepted for defective, damaged, or incorrect items. Due to the handmade nature of our products, slight variations in design, color, or texture are not considered defects.
1.2. Custom and personalized orders are non-refundable and non-exchangeable, unless they arrive damaged or with a manufacturing defect.
1.3. Customers must request a return within 3 days of receiving the product.
2. Return Process
2.1. To initiate a return, please email us at [email protected]
- Your order number
- Photos of the damaged/incorrect product
- A brief description of the issue
2.2. If your return is approved, we will provide return shipping instructions.
2.3. Items must be returned unused, in their original packaging. Returns that do not meet these conditions may be denied.
2.4. Customers are responsible for return shipping costs unless the return is due to our error.
3. Refund Policy
3.1. Once we receive and inspect your return, we will notify you of the refund status.
3.2. If approved, refunds will be processed within 3 business days using the original payment method.
3.3. Shipping fees are non-refundable, except in cases where the return is due to our mistake.
3.4. Refunds may take additional time to reflect in your account, depending on your bank or payment provider.
4. Exchanges
4.1. Exchanges are only available for defective or incorrect items.
5. Non-Returnable Items
We do not accept returns or refunds for:
- Custom or personalized products
- Items that show signs of use or damage caused by the customer
- Clearance or final sale items
6. Contact Us
If you have any questions regarding our return and refund policy, please contact us:[email protected].