Refund policy

Return and Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How to Start a Return
To start a return, please contact us at info@mistralmosaics.com. Once your return is accepted, we will provide you with instructions on how and where to send your package. 

Return Shipping Address:
Approved returns must be shipped to our production and shipping studio:
Mistral Mosaics / Mistral Enterprise S.R.L.

Degirmicem Mh. Nail Bilen Cd. No.5, D.126, Sehitkamil, 27090 Gaziantep – Turkey

Return Fees & Shipping
- Buyer is responsible for return shipping costs unless the item arrived damaged or defective.
- No restocking fees will be charged for valid returns.

Damages and Issues
Please inspect your order upon reception and contact us immediately at info@mistralmosaics.com if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-returnable Items
Custom products (such as special orders or personalized items) cannot be returned. 

Refunds
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. 

European Union 14-Day Cooling-off Period
If merchandise is being shipped into the European Union, customers have the right to cancel or return their order within 14 days for any reason, provided the item is in its original condition.