Returns and exchange policy – Online

As we hope that you will be happy with your order from Moroccan Mosaic, we also know that every client has the right to exchange or return any unsuitable product for them. This can be possible within 14 days of delivery.

If you wish to return your order please contact our customer service at [email protected].

For more information please read the terms and conditions below for returns/exchanges.

Returns of non-defective orders can be possible if:

1. You have canceled the order according to the terms and conditions and notified Moroccan Mosaic within 14 days of delivery.
2. The product has not been used, nor damaged by you.
3. The product is in the condition that the customer received it in, including all parts of the product. Fragile items need to be packed in a safe package in order to avoid any damage on the return journey.
4. The item has been repackaged in its original or an equivalent shipping box. If your items were delivered on a pallet, please keep it for a potential return.
5. The Return procedure must be initiated immediately after order cancellation.

The right to return products does not apply to:

1. Custom-made and made-to-order products
2. Used products
3. If we detect animal fur, hair, or stains on the product(s) that will automatically result in a decision not to accept the return.

Textile products will only be accepted if they are completely new and unused.

A damaged item will not be accepted as a return, nor exchanged if it cannot be established that the item has been damaged while in transit to the customer.

The return address is:

Moroccan Mosaic

UAB Omabay
Domiceles Tarabildienes Str. 4b.
25128 Vilnius, Lithuania.

Please add your order number as a reference.

Packaging instructions:

Please pack all product(s) in their original shipping box or in an equivalent shipping box.

If you use the original shipping material, please remove old shipping labels, stickers, and other notes.

Please note the following when packing the product(s) for shipping:

Fragile items

• Use extra padding material to protect the product(s) from damage.
• Label the shipping box as “fragile”.

Packaging

• Pack the product(s) in a high-quality shipping box in addition to the original product packaging.
• The item should not touch the sides of the box: leave enough room around it and fill the area between the product and the box with extra packaging material.
• Use clear tape or a plastic sleeve to stick the shipping label on the box.

Sealing

• Use strong tape.
• Close the box and seal the packaging.
• Reinforce the corners and edges of the box if necessary.

Refunds

The amount refunded for returned products is always reimbursed according to the payment method used for the order.

If the returned product has been used, damaged or is otherwise unsuitable for resale, Moroccan Mosaic carries the right to charge a fee for loss of value up to the full price of the product.

The amount will be reimbursed within 7 days of receiving the returned product at our warehouse.

Once we receive the return, we will check on the condition of the product and make a decision on the validity of the return. (See Returns and Exchanges Policy above for unacceptable returns). If any faults are detected in the condition of the product, our customer service will be in contact with you.