Returns & Exchanges

Objective

At Mosaic, our commitment is to provide you with exceptional products and services, ensuring your absolute satisfaction with each purchase. If you encounter any size or product quality issues, we invite you to request an exchange.

Please note that we do not facilitate complete returns for purchased products; however, we offer the flexibility of an exchange or a refund in the form of store credit.

It's important to be aware that products purchased during sales are eligible for exchange only if the desired size or color is in stock.

Exchange Eligibility

Our exchange policy is applicable to customers who have made purchases through Mosaic.

To qualify for an exchange, the following conditions must be met:

  1. Proof of Purchase: A valid order number is required.
  2. Request Timeframe: Exchange requests must be submitted within 7 days of the delivery date.
  3. Return Shipment Timeframe: Approved items must be returned within 7 days after approval.
  4. Must Meet Criteria: The product(s) must adhere to the criteria outlined in our Exchange/Return policy.
  5. Product Condition: Products must remain in their original condition, unused, with tags attached, and free of damage or stains.
  6. Exclusions: Custom orders cannot be returned or exchanged, and sale items are not eligible for return.

Exchange Criteria

Exchanges are only possible for a different size or color under the following criteria. Failure to meet these criteria may result in the denial of your exchange request.

  1. Defective or Damaged Products: Customers may request an exchange if the received product is defective, damaged, or in poor condition.
  2. Incorrect Size or Specifications: If the received product does not match the originally ordered size, color, design, or specifications, or if the size doesn't fit as expected.
  3. Product Doesn't Match Description: If the received product doesn't align with the description, images, or information provided on the website.
  4. Incorrect Orders: Exchanges can be provided if customers receive a different product or variant from what they ordered.
  5. Quality Issues: If there are quality defects in the product that make it unwearable or unusable.
  6. Product Not Wearable: In cases where the product is damaged, torn, eroded, faded, or stained to the extent that it cannot be worn or used as intended.

Exchange Process

To initiate an exchange, please contact our customer support team via email at support@mosaic.com.pk or call/Whatsapp at 03-111-667-242.

The exchange request should include:

  1. Proof of purchase or order number.
  2. A detailed explanation of the reason for the exchange request.
  3. Size and color of the outfit for exchange.

Once we receive your exchange request, our customer support team will carefully review it and respond within 48 hours. If approved, detailed instructions for returning the product will be provided. It is your responsibility to dispatch the product to our designated warehouse address, which will be shared with you.

Expect to receive your exchanged item within 3-5 working days after we receive the product at our designated warehouse address.

Please note that we do not offer reverse logistics services, and you are responsible for arranging and covering the shipping expenses for returning the item to our designated warehouse.

In case of rejection, our customer support team will provide you with a detailed explanation.

Modifications to the Exchange Policy

We reserve the right to modify or update this exchange policy at any time. Any changes will be effective immediately upon posting the revised policy on our website.