Remake & Refund policy
At MosaicMemoria, our aim is to achieve 100% Happiness with every order. While we do not offer a blanket 100% customer satisfaction guarantee in terms of refunds and reprints for any reason, we are committed to ensuring the quality of your products. If you are not satisfied with the quality of your order, we encourage you to let us know the specific issues you encountered. Understand that we cannot be responsible for poor image quality resulting from inadequate resolution or improper exposure. Please preview your images to ensure that all customizable features are to your liking before placing your order. These features include spelling, grammar, positioning of text, cropping of images. If you alter a product after you receive it, we cannot offer free reprinting of that product or a full refund.
Please contact us with details about what did not meet your expectations, and we will review your feedback to address your concerns and work towards a satisfactory resolution. Your happiness and satisfaction with our products are of utmost importance to us.
THIS IS IMPORTANT…
Remake orders submitted are not eligible for reprinting due to brightness, color or contrast issues. The customer is totally responsible for the output in this situation.
How to process a remake?
If you are not satisfied with your order, please contact us within 30 days of the date purchased at info@mosaicmemoria.com.
You will need to include the following:
- The online order number
- The item number which is printed on the back of each photograph
- A detailed description of the issue
DO NOT replace the order through the website. The remake will be processed and shipped out immediately.
Damaged Order
If you are not satisfied with your order, please contact customer service at hello@mosaicmemoria.com and let us know the issue.
Lost Order
If you received a confirmation email that your order has shipped but you have not received the order in the maximum allotted time for the shipping method chosen, please contact customer service at info@mosaicmemoria.com to arrange a reprint. For Economy shipping, 20 business days must elapse before we are able to process a reprint for a “lost” order. For Standard shipping, 15 business days must elapse before the order will be considered “lost.” “Lost” order remakes will be handled on a case-by-case basis.
Additional non-refund items:
- Gift cards / certificate
Need help?
Contact us for questions related to refunds.