Returns & Refunds

Returns & refunds

Saleable tiles returned unused, unaltered and undamaged in their original packaging qualify for a refund less a 15% handling fee. Customers arrange and pay for return shipping. Boxed products require complete-box returns.

Samples, consumables, tools, clearance items, custom orders and shipping charges are non-refundable under this voluntary policy. Promotional refunds account for applicable discounts and the handling fee.

Return shipping

Use protective packaging and preferably the original shipping method, especially for freight shipments. Photograph the packed goods, retain tracking and consider full-value transit insurance. Contact us with your order number before dispatch; approved requests receive instructions and a return address.

Refund timing

Following receipt and inspection, refunds are processed to the original payment method within 7–10 business days. Your bank may take additional time to display them.

Exchanges

Batch shades may differ; request photos or samples before ordering. Request exchanges within 30 days of receipt. Color-preference exchanges incur return freight and a 15% restocking fee.

Order cancellation

Email changes promptly with your order number. Shipped orders cannot be changed or cancelled. Processed, unpacked orders incur 5%; packed orders incur 15–25%, depending on product.

Contact FStiles

Email mosaictong@outlook.com or Contact FStiles. Please obtain the approved FStiles return address before sending goods.

EU consumer withdrawal rights

Where EU distance-selling consumer rules apply, eligible purchases generally carry a 14-day withdrawal period from delivery. Clearly personalized or made-to-specification goods may be exempt. Notify FStiles by email to exercise this right; prior approval is not a condition for a valid statutory withdrawal. Statutory withdrawals are not subject to the voluntary handling or cancellation fees above. Required refunds include standard outbound delivery costs and are due within 14 days of the withdrawal notice; reimbursement may be withheld until the goods or evidence of their return is received. Return shipping is payable by the customer where properly disclosed before purchase. Rights concerning faulty or misdescribed goods remain unaffected.

Your statutory rights

This voluntary policy does not limit mandatory consumer rights. Where applicable law requires a different cancellation period, refund, remedy or fee treatment, those requirements take priority.