Refund policy

CHANGE OF MIND

Please choose carefully. We spend a lot of time carefully packing your order. A cancellation fee will be charged if the order has been packed before the order is mailed out. The cancellation fee ($7.50) is based on, time spent picking and packing the order and packaging used. If the order has already been sent you will need to call us for a refund once the order arrives and return the order to use at your own expense.

We offer a 14-day satisfaction guarantee for online orders. Please contact us within 14 days of ordering, any items returned will be returned at your expense. They need to be returned in their original condition and packaging unused. Once received we will inspect the items and issue a refund via your original payment method.

Contact us via sales@19mosaics.com or phone 0413 468 062 to arrange the return. Returns need to be mailed to 6 Station Street, Kootingal NSW 2352.

FAULTY OR DAMAGED

If you find a faulty or damaged item you need to contact us within 14 days to discuss options. We may need the item returned.

DAMAGE DURING SHIPPING

While we take all effort to wrap your orders to prevent damage in transit there are still times where products may be damaged by the delivery provider.

Please contact 19 Mosaics within 24 hours of receiving your order to discuss the options available.

SHIPPING

Please ensure you check your address and contact details when creating an order. 19 Mosaics takes no responsibility for incorrect mailing details. Contact us immediately if you have made a mistake. If the order is still instore, we can rectify the incorrect details, once it has been mailed, we are unable to change the address. We are happy to contact Australia Post on your behalf but usually once it’s in their system there is little they can do. You can also contact Australia Post immediately by calling 13 POST (13 76 78) or via their Australian Post Help and Support Portal.

COLOUR VARIANCES

Due to the manufacturing processes of some of our products there is from time to time, variances in the colour and shade of products.  Where possible we will send matching items in multiple buy situations to ensure that your products ordered are as close as possible for your projects.

EXCHANGES

We will exchange any item as long as it is in the original packaging. Contact us to arrange the exchange before you post the item back to us.