Returns and refunds

If it arrives damaged, faulty or not what you ordered, we will put it right.

Every piece is built by hand for the person who ordered it, so a fault and a change of mind are handled differently. Both are covered below.

Something arrived wrong

If your mosaic arrives damaged, faulty, or in a design, size or background other than the one you ordered, we rebuild it or refund it in full. That includes damage in transit.

Email us as soon as you can after it arrives, with your order number and photographs of the box and the damage. We will not ask you to post a damaged piece back before we put it right, and you do not pay for the replacement or its shipping.

What is not a fault

• Colour that is close rather than exact. A mosaic is made from a fixed set of brick colours, and a screen shows the preview in light. The piece will match its design, and will read slightly differently on a wall than it did on screen.
• Seams between sections. A larger piece is built in sections that you join together, and the joins are part of how it is made.

You changed your mind

Tell us straight away. While we have not yet ordered the tiles for your piece, we cancel the order and refund you in full.

After that we cannot take a piece back or refund it for a change of mind. It is built for you, in the size and background you chose, and we would rather say so here than when you ask.

Your statutory rights

Nothing on this page limits your rights under the New Zealand Consumer Guarantees Act, or any right the consumer law of your own country gives you that cannot be set aside.

Refunds

Refunds go back to the card or account that paid, in the currency it paid in. They take a few working days to appear once we have sent them, and we email you when one is on its way.

Getting hold of us

Email hello@brickart.nz with your order number in the subject line.