Refund policy

Last updated: October 26, 2026

This Refund Policy explains how returns, refunds, damage and warranty work for orders from Mosaic Lettering, a trading name of WE SINCE 2013 LTD. Please read it together with our Terms of Service.

1. Custom orders

Every mosaic is designed and made to order for you. Before we start, we send a free mockup and make revisions until you approve the final design and quotation, so please check the wording, spelling, colours and size carefully.

Because each piece is custom made, we do not offer refunds or accept returns for custom orders once you have approved your design and paid.

2. Damage in transit

Please check your delivery as soon as it arrives. If anything is damaged, notify the delivery company and us in writing within 48 hours of delivery, with photos of the damage and of the packaging.

Once we confirm the damage was caused during delivery, we will send you a replacement section free of charge. Every order also includes extra tiles for small chips and repairs.

3. Checking your order

Please inspect your mosaic within 48 hours of delivery and tell us in writing about any defect, missing pieces, or anything that does not match your approved design or quotation. Please give us a reasonable chance to look into it, for example by sending photos or videos.

If we do not hear from you within 48 hours, we will take it that your order arrived complete and as described.

4. Colour and natural variation

Our mosaics are made by hand, so small variations in colour and tone are normal and part of their character. Colours can also look slightly different on screen or in print. Natural stone such as marble varies in colour and veining, even within the same type. These variations are not defects.

5. Warranty

Your mosaic comes with a one-year manufacturer’s warranty against manufacturing defects. The warranty does not cover general wear and tear, damage from misuse, or problems caused by installation, the surface it is installed on, or the adhesive and grout used.

Your mosaic should be installed by an experienced tile installer following our installation guide.

6. How to contact us

To report damage or a problem, or to ask about this policy, email info@mosaiclettering.com or message us on WhatsApp at +1 618 356 3613. Please include your order number and photos.