Updated 2 October 2026
This page explains how to withdraw from a purchase made at MosaikShop, return products, receive a refund and what to do if an item is incorrect, defective or damaged in transit.
14-day right of withdrawal
Consumers generally have the right to withdraw from an online purchase within 14 days from the day the goods are received.
You must clearly inform us of your decision to withdraw before the withdrawal period expires. You do not need to provide a reason for withdrawing from the purchase.
You can submit your notice of withdrawal through the online shop's Withdrawal function or by providing another clear notice, for example by email to info@mosaikshop.se.
When you use the online shop's Withdrawal function, you will receive an acknowledgement that your notice of withdrawal has been received.
Simply returning the goods, failing to collect a parcel or refusing delivery does not constitute a notice of withdrawal.
When must the goods be returned?
The goods must be returned without undue delay and no later than 14 days after you have informed us of your decision to withdraw.
Returned products must be packed carefully so that they are not damaged in transit. We recommend using a trackable return service and keeping the shipping receipt or other proof of dispatch.
Return costs
MosaikShop does not offer free returns when correctly supplied, non-defective goods are returned under the statutory right of withdrawal.
The customer is responsible for the direct cost of returning the goods.
We do not accept returns sent cash on delivery or by any other method that requires MosaikShop to pay an unagreed charge in order to receive the parcel.
If, because of its size, weight or other characteristics, a product cannot normally be returned by regular post or parcel service, the customer will be informed before purchase of the return cost or an estimate of that cost.
Refunds
Where the right of withdrawal is exercised correctly, we refund the payments relating to the returned goods without undue delay and no later than 14 days after receiving the notice of withdrawal.
We may, however, withhold the refund until we have received the goods back or the customer has provided evidence, such as a shipping receipt, that the goods have been sent back.
The refund is normally made using the same payment method that was used for the original transaction.
If the entire order is withdrawn, we also refund the delivery charge paid by the customer up to the cost of the least expensive standard delivery method offered for the order.
If the customer selected a delivery option that was more expensive than the least expensive standard option, the additional cost of the more expensive delivery method is not refunded.
Condition of returned goods
You may inspect the goods in the same way as you would be able to in a physical shop in order to establish their nature, characteristics and functioning.
If the goods have been handled beyond what is necessary for such an inspection and their value has therefore decreased, the customer is responsible for the reduction in value. MosaikShop may deduct an amount corresponding to the actual reduction in value from the refund.
Exchanges
We do not offer direct exchanges for another product. If you would like a different product, the original item should be returned in accordance with these return terms and the replacement product should be ordered separately as a new order.
Incorrect, defective or damaged goods
If you receive an incorrect product, a defective product or goods that have been damaged in transit, please contact MosaikShop customer service as soon as possible before returning the goods.
For a justified complaint, the customer is not responsible for the necessary return or transport costs.
We will investigate the matter and agree on an appropriate solution, such as sending the correct or missing product, replacing the item or providing another remedy in accordance with applicable law.
Uncollected parcels
If you wish to exercise your right of withdrawal, you must always provide a clear notice of withdrawal.
If the customer does not collect a shipment or refuses delivery without having provided a valid notice of withdrawal, this does not constitute a valid exercise of the right of withdrawal.
If the shipment is consequently returned to MosaikShop, we may claim compensation for the actual and direct costs caused by the customer's failure to collect or accept the shipment.
These costs may include:
- the actual transport cost from MosaikShop to the customer
- the actual cost of transporting the shipment back to MosaikShop
- reasonable direct handling costs caused by the uncollected shipment.
The actual outbound transport cost may be higher than the shipping charge paid by the customer at checkout. This may occur, for example, where MosaikShop has subsidised part of the delivery cost or the customer qualified for free delivery. Compensation is based on the actual and direct costs incurred.
These costs may be deducted from any amount that would otherwise be refunded to the customer. If the actual costs exceed the amount available for refund, MosaikShop may request payment of the remaining costs to the extent permitted by applicable law.
Return address
MosaiikkiMyymälä FIN / MosaikShop
Majankatu 3
50190 Mikkeli
Finland
If you are unsure how to return a product, or if the product is incorrect or defective, please contact us before sending it back.
Customer service
- Email: info@mosaikshop.se
- Telephone: +358 44 246 9244, Monday–Friday 10:00–16:00 Finnish time
Full information about ordering, payment, delivery and other purchase terms is available in our Terms & Conditions »
