Returns & Exchange Policy

At MEC Artworks, we are committed to ensuring your satisfaction with every custom mosaic we create. While we strive for perfection in every project, we understand that sometimes returns or exchanges may be necessary. Below is an outline of our policy to help guide you through the process.

Free Returns on Standard Orders

If you’re not completely satisfied with your purchase, you can initiate a return within 5 days of receiving your order. We offer free returns on all non-custom orders, but please note that the customer is responsible for return shipping costs. Once we receive the returned item and it passes inspection, a refund will be processed promptly.

To begin the return process, please contact our customer service team at [email protected] or (+1) 647-772-3189. We will guide you through the steps and provide a return authorization number to ensure smooth processing.

Custom Orders and Returns

Since each custom mosaic is crafted according to the specific design, colors, and dimensions provided by you, returns on custom projects are more complex. Custom mosaics where an image is supplied by the client for mosaic conversion are non-refundable, as these pieces are personalized and created specifically for your space. However, before completing any custom project, we send high-quality images of the final mosaic for your approval to guarantee satisfaction before shipping.

In the event of dissatisfaction with your custom project, we encourage you to reach out to us to discuss potential solutions. While refunds are generally not offered for custom projects, we can explore adjustments or alterations based on your feedback.

Exchanges

Exchanges for non-custom orders are possible if the product is returned in original condition and unused. Please note that any associated shipping costs for exchanges will be covered by the customer. For exchanges on custom orders, please contact us directly. We will assess the situation on a case-by-case basis to determine the best course of action, whether that involves minor alterations or design adjustments.

Return Eligibility

To be eligible for a return or exchange, the item must meet the following criteria:

• It must be unused and in the same condition in which you received it.
• It must be in its original packaging.
• A return request must be made within 5 days of delivery.

Return Process

1. Contact Customer Support: Email [email protected] or call us at (+1) 647-772-3189 to initiate the return process.
2. Receive Authorization: We will provide a return authorization number, which must be included with the returned item.
3. Ship the Item: Once authorized, ship the mosaic back to us using your preferred carrier. Return shipping fees are the customer’s responsibility.
4. Refund/Exchange Processing: After the returned mosaic is inspected and approved, we will process your refund (for eligible items) or send a replacement if an exchange was requested.

Damaged or Defective Items

In the unlikely event that you receive a mosaic that is damaged or defective, please notify us within 48 hours of delivery. We will arrange for a replacement or repair, depending on the extent of the damage. To ensure quick processing, please provide:

• Photos of the damaged packaging and mosaic
• A description of the damage or defect
• Your order number and contact details

For damaged items, we recommend that you refuse the shipment at the time of delivery if the packaging shows visible signs of damage. This will allow us to handle the claim with the shipping carrier.

Final Sale Items

Any items marked as final sale are not eligible for return or exchange. This includes heavily discounted items, promotional offers, and certain limited-edition mosaics.

Refund Processing Time

Refunds are processed within 7-10 business days after we receive and inspect the returned item. Please note that your bank or credit card company may take additional time to process the refund. If you haven’t received your refund after 14 business days, please contact us so we can assist in tracking the refund.