Return and Exchange Policy

At MOCO Tile, we strive to provide our customers with satisfactory mosaic products. However, we understand that there are times when returns may be necessary. Below are our return and exchange policies and procedures.

Standard Product Orders

If you are not satisfied with the mosaic tiles you received, please contact us within 5 days of receipt to discuss the return process. The return shipping costs will be the responsibility of the customer. Upon receiving the returned items, we will inspect them, and if they are intact, we will process your refund within 7 days.

Custom Product Orders

Custom products (including modifications in design, size, color, and material) have been thoroughly confirmed by both parties before production. The mosaic products created are unique and tailored specifically for your space; therefore, we are unable to offer refunds. However, we encourage you to reach out to us to provide feedback that can help improve our service in the future. Rest assured, we will send you high-resolution images for your approval before finalizing any custom product to ensure your satisfaction.

Return Process

1. Contact Us: Please contact us within 5 days of receiving our standard mosaic products (non-custom) to discuss the return. We will provide you with a return order number, which should be included in the package you send back.
2. Package the Products: The mosaic products you return must be in their original packaging, complete, undamaged, and unused.
3. Pay for Shipping: Please choose your preferred courier service for shipping, and you will be responsible for the associated shipping costs.
4. Refund: Once we receive the returned goods, we will conduct a quantity check and quality inspection. Upon confirmation, your refund will be processed within one week.

Clearance Items

If you have purchased our clearance items, promotional products, or limited editions, we regret to inform you that these items are non-returnable.

Defective or Damaged Products

If you find a defective product upon receiving your mosaic tiles, please contact us within 3 days and provide photos of the product, your order number, and a brief description. Once confirmed, we will arrange for a replacement as soon as possible.

We strongly advise you to inspect the mosaic products for completeness before signing for delivery. If you notice any damage that occurred during shipping, please refuse the delivery and contact us so that we can promptly address any claims with the shipping company.