Refund and Returns Policy

At Gaytan Mosaic & Tile Co., we stand behind the quality of our handcrafted mosaic and tile art. Our policy is designed to ensure your complete satisfaction while accounting for the fragile and often custom-made nature of our products.

1. Returns Policy Overview
Please Note: Due to the custom, fragile, and handcrafted nature of our products, we cannot accept returns simply because you changed your mind. All returns must be for valid quality or damage reasons and must be pre-authorized by our support team.

2. Eligibility for Refund or Replacement
You may be eligible for a return, replacement, or refund if:

Manufacturing Defect: Your item arrives with a genuine manufacturing flaw.

Wrong Item: You received a different product than what you ordered.

Damage in Transit: Items arrive with damage that occurred during shipping.

To be eligible, you must report any issues within 7 days of receiving your order.

3. Non-Returnable Items
The following items are typically non-returnable:

Custom-made or made-to-order mosaics and tiles

Opened boxes or tiles from which samples have been cut

Final sale items clearly marked as such

Special order items not part of our standard collection

4. Refund/Replacement Process
To initiate a return request, please follow these steps:

Contact Support: Email our customer service team at support@gaytanmosaic-tile.com with your order number and details about the issue.

Documentation: Provide clear photos or a video showing the defect, damage, or incorrect item. For shipping damage, include images of the product and the original packaging.

Authorization: Wait for our team to provide a Return Authorization Number and specific instructions. Unauthorized returns will not be accepted.

Inspection: Once received, our team will inspect the item before approving any refund or replacement.

5. Refund Shipping
Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped) or defective merchandise.

All returned items must be in their original, undamaged packaging to be accepted.

6. Refund Processing
Approved Refunds: Once we receive and inspect your return, we will notify you of the refund approval.

Refund Method: Refunds will be issued in US Dollars to your original payment method.

Timing: Please allow 10-14 business days for the refund to process and appear in your account after approval.

7. Replacement Items
For approved damage or defect claims, we will arrange replacement products based on current availability. Made-to-order items may be subject to production lead times.

Contact Us
For any questions about our Returns Policy, please contact our team.
Email: support@gaytanmosaic-tile.com