Return and Refund Policy

Last updated: 2 June 2026

This Return and Refund Policy applies to purchases made from Angora Mosaics through angoramosaics.com.

Angora Mosaics is operated by MAYTRADE RETAIL AND ECOMMERCE LTD, a company registered in England and Wales under company number 10976163.

1. Our handmade products

All Angora Mosaics products are handmade. Because each mosaic is crafted by hand, small variations may occur in colour, tone, pattern, texture, grout lines, size, shape, finish, and overall appearance.

Product images on our website are provided to show the design and style of the item. Your item may not be 100% identical to the images shown. These natural handmade variations are part of the character of the product and will not normally be treated as a fault or defect.

This does not affect your statutory rights if an item is faulty, damaged, incorrect, or not as described.

2. Returns period

We accept returns for eligible items within 30 days of delivery.

To be eligible for a return, the item must be:

• returned within 30 days of delivery;
• unused and uninstalled;
• in its original condition;
• in its original packaging where possible;
• securely packed to avoid damage in transit;
• accompanied by proof of purchase, such as an order number or receipt.

We reserve the right to refuse a refund, or to make a reasonable deduction from the refund, if the item is returned used, installed, damaged, incomplete, or not in resaleable condition, unless the issue was caused by us.

3. How to request a return

Before sending anything back, please contact us at:

Email: info@angoramosaics.com
Website: angoramosaics.com

Please include:

• your full name;
• your order number;
• the item you wish to return;
• the reason for return;
• photos of the item and packaging, especially if the item arrived damaged or faulty.

Once we approve your return request, we will provide return instructions.

4. Return address

Unless we provide a different return address in writing, approved returns should be sent to:

Angora Mosaics / MAYTRADE RETAIL AND ECOMMERCE LTD
Unit 2b Little Britain House
Alma Road
Chesham
England
HP5 3HB
United Kingdom

Please do not send returns without contacting us first, as this may delay your refund.

5. Return shipping costs

For change-of-mind returns from the UK or EU, the customer is responsible for paying the return shipping cost.

We strongly recommend using a tracked and insured delivery service, as mosaics can be fragile and heavy. You are responsible for the item until it is safely received by us.

If an item is faulty, damaged on arrival, incorrect, or not as described, please contact us before returning it. In these cases, we will advise you on the next steps and, where required by law, we will cover reasonable return costs.

6. Damaged, faulty, or incorrect items

Please inspect your order as soon as it arrives.

If your item arrives damaged, faulty, incorrect, or not as described, please contact us as soon as possible at info@angoramosaics.com and provide:

• your order number;
• a description of the issue;
• clear photos of the item;
• photos of the packaging;
• photos of any visible damage to the parcel.

Please keep the item and all packaging until we confirm the next steps. We may need the packaging to investigate the issue with the courier.

Depending on the situation, we may offer a repair, replacement, partial refund, or full refund.

7. Custom, personalised, or made-to-order items

Some items may be custom-made, personalised, or made to your specific requirements.

Unless faulty, damaged, incorrect, or not as described, custom, personalised, or made-to-order items may not be eligible for cancellation, return, or refund.

This includes, but is not limited to:

• mosaics made to a customer’s chosen size;
• personalised designs;
• custom colours or patterns;
• bespoke commissions;
• made-to-order pieces created specifically for you.

We will make it clear where an item is custom, personalised, or made to order.

8. Refunds

Once we receive your returned item, we will inspect it.

If your return is approved, we will issue your refund to the original payment method. Refunds are normally processed within 14 days of receiving the returned item.

Your bank or payment provider may take additional time to show the refund in your account.

For eligible returns, we will refund the price paid for the returned item. Where required by law, we will also refund standard outbound delivery charges. If you selected a premium or express delivery option, only the standard delivery amount may be refunded.

Return shipping costs are not refunded for change-of-mind returns.

9. Exchanges

We may offer exchanges depending on stock availability.

If you would like to exchange an item, please contact us before returning it. If the replacement item costs more than the original item, you will need to pay the difference. If it costs less, we will refund the difference.

Because our mosaics are handmade, replacement items may also have natural variations.

10. Items that cannot be returned

Unless faulty, damaged, incorrect, or not as described, we cannot accept returns for:

• items returned more than 30 days after delivery;
• items that have been installed, used, altered, cut, fixed, or modified;
• items damaged after delivery;
• items not returned in suitable protective packaging;
• custom, personalised, or made-to-order items;
• clearance or final-sale items, where stated at the time of purchase.

11. Packaging returns

Mosaics are fragile. Returned items must be packed carefully.

Please use the original packaging where possible. If the original packaging is no longer available, please use strong protective packaging suitable for fragile items.

If a returned item is damaged because it was not packed properly, we may be unable to offer a full refund.

12. International returns

For returns from outside the UK, including EU returns, the customer is responsible for:

• return shipping costs for change-of-mind returns;
• customs declarations;
• duties, taxes, or import charges related to the return, unless the return is due to our error or a faulty item.

Please mark the parcel clearly as a returned item to help avoid unnecessary customs charges.

13. Your legal rights

Nothing in this policy affects your statutory rights.

You may have legal rights if an item is faulty, damaged, incorrect, not as described, or not fit for purpose. This policy is intended to explain our returns process and does not limit any rights you may have under applicable consumer law.

14. Contact us

For return and refund enquiries, please contact:

Angora Mosaics
Website: angoramosaics.com
Email: info@angoramosaics.com
Return address: Unit 2b Little Britain House, Alma Road, Chesham, England, HP5 3HB, United Kingdom