Returns, cancellations and delivery issues

Submitting a bag, inquiry or quote request on rozaik.art is not a purchase. Each order is reviewed first, and it is confirmed only when Rozaik sends you a written order confirmation stating the piece, price, any deposit, lead time and delivery scope, and you accept it.

Payment is arranged directly with Rozaik after that confirmation. No payment is taken on the website.

Please inspect your piece and its packaging on delivery. If anything is wrong, email contact@rozaik.art within 3 business days of delivery with your order reference and clear photos or a short video of the piece and the packaging.

Prompt reporting lets us act quickly and make any claim with the carrier. It does not limit the rights you have under the law of your country.

• Transit damage, such as chips, cracks or a broken crate
• Missing parts or accessories
• A piece that does not match the confirmed specification
• Please keep the original packaging or crate until the issue is resolved

If a piece arrives damaged, is defective, or does not match your written order confirmation, Rozaik will repair it, replace it or refund it, as agreed with you. In these cases Rozaik arranges and pays for any collection or return.

Natural stone varies in colour, veining, pores and texture, and handcrafted mosaics show small irregularities in cut and joints. These are characteristics of the material and the craft, not defects.

Pieces made to your size, stone, finish or design are produced specifically for you. They cannot be returned unless they are damaged, defective or do not match the confirmed specification.

Custom orders require a deposit, stated in your written quotation. If you cancel before stone cutting begins, the deposit is refunded. Once cutting has begun, the deposit is non-refundable.

Outside the EU, returns are accepted for pieces that are damaged, defective or not as ordered, as described above.

We cannot accept returns because a piece does not fit the intended space or cannot pass through a doorway, stairway or lift. Please check the dimensions and the access route before confirming your order; we are happy to help you check them.

If you are a consumer in the European Union, you may withdraw from the purchase of a standard collection piece within 14 days of receiving it, without giving a reason. To do so, send a clear statement by email to contact@rozaik.art within that period.

You must return the piece within 14 days of telling us, and you bear the direct cost of returning it. Because stone pieces cannot be returned by post, the estimated return cost is stated in your written order confirmation.

Rozaik refunds all payments received for the piece, including standard outbound delivery, within 14 days of receiving your withdrawal notice. We may wait until we have received the piece back or proof that you have sent it. You are only responsible for any loss in value caused by handling the piece more than was needed to inspect it.

The right of withdrawal does not apply to custom-made pieces produced to your specifications. Your statutory rights for faulty goods are not affected.

Approved refunds are paid by the same method you used to pay, normally a bank transfer, in the currency you paid in, within 14 days of the refund being approved. Unless the law of your country says otherwise, bank and currency-conversion charges are not covered.