Order policy
Returns & Cancellations
Our murals are made to order. This policy explains when an order can be changed or cancelled, and how return requests are reviewed.
Before production begins
Contact us as soon as possible if you need to change or cancel an order. We will confirm whether design review, material allocation or production has started before confirming what is possible.
A cancellation is not complete until DS Mosaic confirms it in writing. Payment-provider, design or material costs already incurred may not be recoverable.
After approval or production
A mural made to an approved size, palette, composition or other customer specification cannot normally be returned for a change of mind once production has begun.
If a supplied item is materially different from the written order specification, defective, or damaged in transit, use the Damage & Claims process instead of returning it without authorization.
Return requests
Contact us before sending anything back. Because mosaic murals are heavy, fragile and often divided into numbered sections, an unauthorized return may cause avoidable damage or customs charges.
If a return is approved, the written authorization will identify the return address, packing requirements, responsibility for freight and the applicable refund method.
Nothing in this policy limits consumer rights that cannot be excluded under the law that applies to the purchase. A written quotation or order confirmation may contain additional project-specific terms.