Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your kit must be unbuilt. Opened bags and packaging are welcome; packaging condition does not affect eligibility. You’ll also need the receipt or proof of purchase.
Starting a return
To start a return, contact us at arclightmosaics@gmail.com. Returns will need to be sent to: 709 W 26th St., Apt 9., Austin, TX 78705.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Customers pay return postage. We provide the return label and deduct its actual postage cost from your refund.
You can always contact us for any return question at arclightmosaics@gmail.com.
Exchanges
We accept exchanges for unbuilt kits within 30 days of delivery. Contact us before returning your kit to arrange an exchange. Customers pay return postage.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your kit must be unbuilt. Opened bags and packaging are welcome; packaging condition does not affect eligibility. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact arclightmosaics@gmail.com.