Return & Refund Policy

Effective Date: December 1, 2025

This Return & Refund Policy outlines the situations in which Mosaic Manufacturing Ltd. (“Mosaic” or “we”) accepts returns, issues refunds or replacements, and the procedures for customers to follow. Our goal is to ensure customer satisfaction while being clear about the conditions and limitations on returns for our range of products (hardware, software, materials, accessories, etc.). Because Mosaic sells internationally, we also address region-specific rights and requirements.

Note: This policy applies to purchases made directly from Mosaic (e.g., via our official website/store or direct sales team). If you purchased through a third-party reseller or distributor, their return policies may apply, but they often coordinate with Mosaic’s guidelines. We advise you to register your product with Mosaic and work with the original seller for returns, as needed.

General Return Eligibility

To be eligible for a return, the item must generally meet the following conditions:

You contact Mosaic to request the return within the allowed return window for that product category (see below). The return window starts from the date of delivery to you.
The item is in like-new condition (for non-defective returns): it should be undamaged, free of excessive wear, and in the original packaging (where applicable) with all parts and accessories included
If an item has been used or is missing components, we reserve the right to deduct the diminished value or deny the return unless it’s due to a warranty-covered defect.
You have proof of purchase (order number, invoice, or receipt) from Mosaic or an authorized reseller.
The product is not in the “Exclusions” list (certain products are final sale or non-returnable except for defects; see Section 3).
Returns must follow the RMA Procedure (Section 5) to ensure smooth processing.

1. Return Windows by Product or Service Type

Different products have different trial periods and return allowances, reflecting their nature and Mosaic’s policies:

Hardware (Element 3D Printer, Array 3D Printing System): We offer a 14-day return period from the date of delivery for standard Mosaic hardware products, subject to certain re-stocking fees and conditions.
Accessories & Add-ons: Accessories (print heads, material pods, spare parts kits, cables, etc.) are also generally returnable within 14 days, as long as they are unused and unopened. Opened accessory packages will not be accepted back.
Materials (Filament, Resin, Consumables): Unopened materials can be returned within 14 days of delivery. The packaging must be intact (factory seal unbroken) because once opened, the shelf-life and quality can’t be guaranteed. Opened materials: If you started using a filament spool or resin and discovered a quality issue (e.g., moisture, impurities), contact us – this would be handled as a warranty claim rather than a standard return. We may replace defective material but typically do not refund opened consumables simply for change-of-mind.
Software: Software purchases (such as Canvas premium subscriptions, licenses, or software-enabled features) are generally non-refundable once delivered or activated. If you encounter technical issues with software, our support team will assist, and we may extend your subscription or offer a solution, but we do not provide refunds for past subscription periods. For one-time license fees, if you have not activated the software and are within 14 days of purchase, we may consider a refund on a case-by-case basis to ensure compliance with EU digital goods regulations. After activation or beyond statutory cooling-off periods, software is not eligible for return.
Services and Extended Warranties: If you purchased a service plan or extended warranty, those are refundable on a prorated basis only if cancelled within 30 days of purchase and if no service has been used. Once you have received service (like an on-site visit or used phone support beyond basic warranty) refunds are not offered on service plans. However, if you cancel an extended warranty within the first month, we will refund or credit a pro-rated portion of the plan price, assuming no claims were made.
Sample Parts and Custom Prints: Orders for custom sample prints or demo parts are final sale. We do not accept returns on 3D printed samples we produce as a service, except if they arrived damaged. Similarly, custom orders or special configurations of products that are built-to-order for you are non-returnable.
Promotional or Bundle Items: If you received discounted or free items as part of a bundle or promotion (e.g., buy a printer, get free filament), and you return the main item, those items must also be returned, or their retail value may be deducted from your refund. For example, if a free spool of filament was included and you decide to keep it, we will subtract the spool’s standard price from your refund.
All return eligible items will incur a 25% re-stocking fee, in addition to any costs incurred by Mosaic to return the item. If returning an Array, Mosaic will bill Customer for disassembly, packing and shipping at an additional cost.
Mosaic will not accept returns after the 14 day period.
Customer is responsible for all return shipping costs

2. Non-Returnable / Final Sale Items (Exclusions)

Certain products cannot be returned for a refund unless they are defective:

Used Products / Refurbished Gear: If you bought a product labeled as used, open-box, or refurbished from Mosaic, it is typically sold “as is” with any applicable warranty but not an option for return (except if it fails immediately under DOA policy). These discounted sales are final.
Consumables that are opened: As noted, opened filament spools, resin bottles, adhesives, cleaning solutions, etc., are not returnable simply because you ordered too many or changed your mind. Please order such items judiciously. We stand by their quality, so contact us if there’s a problem.
Downloadable or Digital Goods: Gift cards, activation codes, or downloadable content are final sale. Once delivered via email or activated, we cannot recover or deactivate them.
Customization and Service Charges: Any fees for custom services (like paid training sessions, installation fees, sample parts, custom modifications to a product) are not refundable once the service has been rendered. If you cancel a service before it’s performed, and before any costs are incurred by Mosaic we will evaluate the refund on a case by case basis.
Clearance Items: Items sold as clearance or marked “All Sales Final” are not returnable.

3. Defective or Damaged Products (Warranty Returns)

If your product is defective or arrives damaged, this is handled under our Warranty Policy (or DOA policy) rather than this general returns policy. Key points:

Damaged in Shipping: Please inspect your order upon reception. If you notice the package is damaged in transit or items inside are broken, notify us immediately (within 5 days of delivery) with photos. We will arrange a return or exchange at our cost. Keep all packaging for inspection.
Dead on Arrival (DOA): If a device or component does not function out-of-the-box (within the first few days of use), contact support. We will troubleshoot and likely issue a replacement or fix under warranty. DOA items can be returned for full replacement if confirmed DOA.
General Warranty Claims: Beyond the DOA period, issues are resolved per our warranty terms. Often this means Mosaic will repair or replace a defective part rather than process a return/refund.
For example, if a printer’s motherboard fails in month 6, we’ll send a new board under warranty, not ask you to return the whole unit. A return for refund is usually only if the remedy under warranty fails or repair is impossible.
No Cost to Customer: In cases of confirmed defects or Mosaic errors, returns/replacements are at no cost to you. Mosaic will provide shipping labels or arrange pickup, and you won’t be charged restocking or any fees. This applies regardless of standard return windows – warranty coverage might be 1 year or more, so we honor that.
Cross-Ship or Advance Replacement: For critical hardware, Mosaic may offer to ship a replacement unit or part immediately (depending on stock) and have you return the defective one after. We may require a credit card hold until the old unit is received (to ensure it is returned). This option expedites getting you a working product without waiting for your return to arrive first. Ask our support if you need this service.

4. Regional Legal Rights & Variations

Mosaic’s return policy is designed to comply with or exceed major consumer protection laws. Here are some specific notes:

Canada: We adhere to Canadian consumer laws, including provincial statutes. For example, Ontario’s Consumer Protection Act and Sale of Goods Act imply that products sold must be of merchantable quality and fit for purpose
Our warranty and return commitments operate in addition to these legal protections, not in replacement. If a product fails to meet statutory conditions, you have the right to remedy (repair, replacement or refund) even if outside our stated policy, as mandated by law. Mosaic will not refuse a legitimate claim that is protected by law (e.g., a severe latent defect discovered shortly after the return window).
United States: Return policies in the U.S. are largely contract-based, but various states have laws (like California’s requirements for restocking fee disclosures, etc.). We strive to be transparent nationwide. If state law provides any additional rights (for instance, required buyer’s remorse periods for certain door-to-door sales, which is not our scenario), we will follow those.
European Union / UK: Consumers in the EU and UK who purchase online have a 14-day “cooling-off” period from the day after they receive goods, under distance selling regulations. This means you can inform us within 14 days that you wish to cancel your purchase for any reason, and then you must return the product within 14 days of that notice. We will provide a full refund of the product price and standard outbound shipping cost (you bear the cost of return shipping), provided the item is returned in substantially the same condition. We will honor this right for EU/UK consumers even if our standard window above is longer or shorter.
Note exceptions in EU law: custom-made items and digital downloads are not subject to the 14-day cancel right once provided – those align with our non-returnable list. Also, if you started using a service (like a subscription) during the cooling-off period, we may charge for the portion used. We comply with the EU Consumer Rights Directive and any local implementations.
Australia: Under Australian Consumer Law (ACL), consumers have certain rights (“consumer guarantees”) that cannot be excluded. If a product has a major failure, the consumer is entitled to a refund or replacement; if minor, to a repair (and if not repaired in reasonable time, then refund or replacement). Our policy is intended to be consistent with ACL – we do not exclude those guarantees. We’ll work with Australian customers to ensure any “major failure” (as defined by ACL) is remedied appropriately.
Other Regions: In regions with similar cooling-off or statutory return rights (e.g., some Asian countries), we will similarly respect those. We encourage you to reach out if you believe you have a legal right that is not reflected here so we can clarify and assist.

In summary, nothing in this policy limits your statutory rights. If local law grants you additional rights, those prevail. Our policy often goes beyond minimum requirements, but in any case of conflict, legal requirements win.

5. Return Merchandise Authorization (RMA) Procedure

To ensure your return or exchange is processed smoothly, please follow these steps:

Contact Mosaic Support: Email us at support@mosaicmfg.com or use the contact form on our site to request a return. Provide your order number, the item(s) you want to return, and the reason for return. If it’s due to an issue (defect, damage, etc.), please include photos or evidence if possible to speed up verification
We’ll respond typically within 1-2 business days with next steps.
Receive RMA Number: If the item is eligible, our team will issue a Return Merchandise Authorization (RMA) number and instructions. The RMA number is important for tracking your return. We will provide the return address (which may be a local warehouse in your region or our main facility, depending on your location).
Pack Carefully: Re-pack the item securely in its original packaging. Remove or cover any old shipping labels. Include all accessories, manuals, and parts that came with it. Damage during return shipping due to poor packaging will result in deductions or denial, so please pack well. If you are returning an Array, Mosaic will dispatch team members for disassembly and packing. Customer will compensate Mosaic for any damage should Customer attempt to disassemble and pack Array themselves.
Shipping the Return: If it’s a Defect/Our Error: We will provide you a pre-paid shipping label or arrange a courier pickup at our expense. Follow the instructions to either drop off the package or have it picked up. Mosaic typically insures these shipments. In other cases:
- If it’s a buyer’s remorse or exchange: You are responsible for return shipping. You may use our provided label (if offered) and we’ll deduct the shipping cost from your refund, or you can ship via your own method. We recommend using a trackable, insured service especially for high-value items. Keep the tracking number and proof of shipment.
- International Returns: We will give guidance on customs documentation. Mark the parcel as “Returned Goods” to avoid import duties. If returning from outside of Canada/USA, please coordinate closely with us; sometimes we have a regional facility or alternate method to simplify customs. Mosaic is not responsible for customs fees on returns; if incorrectly billed, those may be deducted or cause rejection, so follow our instructions.
RMA Duration: Once an RMA is issued, we ask that you ship the item within 10-15 days. RMA numbers may expire after a set time (we will notify you). If you delay, let us know. An expired RMA may require re-approval.
Inspection & Processing: When we receive the return, our team will inspect it. We check serial numbers, condition, and completeness. This usually takes 3-5 business days from receipt. If everything is in order, we will process your refund or exchange. If there are any issues (missing items, damage, or return outside policy), we will contact you to discuss resolution. Minor missing pieces might just have a deduction (for example, missing a $5 tool, we deduct $5). Significant issues might void the return or incur additional fees, depending on the severity of the issue.
Refund or Replacement: For refunds, we will issue the credit to your original payment method whenever possible. Allow an additional 5-10 business days for your bank or card issuer to reflect the credit. If we cannot refund to the original method (e.g., card expired), we will coordinate an alternative (like bank transfer or store credit). For replacements or exchanges, we will ship the new item as soon as possible (if stock is available, often we overlap this with inspection to speed it up). We’ll send tracking info for any replacement shipment.
Confirmation: You will receive an email confirming the refund amount or the details of the replacement shipment. If any restocking fee or deduction was applied, it will be itemized or explained.

6. Restocking Fees and Condition Guidelines

Mosaic’s intention is to refund in full for eligible returns, but certain circumstances may warrant a restocking fee or partial refund. All returns covered below must occur within the 14 day window outlined above:

All Items: 25% re-stocking fee.
Missing or Damaged Packaging: If original packaging is torn or discarded, but item works fine, we might charge a small fee to replace packaging (particularly for custom foam inserts, etc.) in addition to the re-stocking fee.
Missing Accessories or Parts: The cost to replace missing parts will be deducted. We’ll let you know the specific deduction (e.g., missing power cable $20, missing tool $5). If a major component is missing (e.g., you forgot to return the extruder), we may have to treat the return as incomplete and either wait for the part, or consider it a non-return until resolved.
User-caused Damage: If upon inspection the item shows signs of misuse or damage (scratches, dents, damage) that were not reported, we will assess the impact. If it’s cosmetic but significant, we will deduct an amount reflecting the diminished value for resale as a used unit. If damage is severe (rendering the unit not resaleable), we will reject the return and send it back to you instead of issuing a refund. We will document and discuss this with you.
Late Returns: If a return arrives after the allowed timeframe or an RMA was never obtained, we may refuse it. If we choose to accept a very late return as a courtesy, it could incur a restocking fee (since it falls outside normal policy).

We will always communicate any fees or reduced refunds before processing, giving you the option to accept or to have the product shipped back to you (in cases of major discrepancy). Our goal is fairness – while actual costs of restoring an item to sellable condition.

7. Refund Processing and Timeline

Original Shipping Costs: For remorse returns, original shipping charges are not refunded. We refund the product price only. (In the EU cooling-off scenario, we refund standard shipping but not any extra you paid for express). If the return is due to our error or defect, we will refund your original shipping as well.
Return Shipping Costs: If you paid for return shipping, that is not reimbursed except for defective/our error cases where we provided a label (in which case, we bore the cost or will refund if you paid).
Refund Method: We must issue the refund to the same payment method used for purchase whenever possible – that’s a requirement to prevent fraud (e.g., we can’t refund to a different credit card). If paid by credit card, it goes back to that card; if by PayPal, to that PayPal account; if by bank transfer, we’ll do a bank transfer refund to the original account. If the original account is closed (card expired, etc.), we may provide store credit or work an alternative after verification.
Timing: Once we approve a refund, we typically execute it within 2-3 business days. After that, banks/card companies have their own processing time. Credit cards can take 5-7 days to show credit; international wires may be longer. PayPal is usually faster (same day of processing). We’ll send a confirmation when our side is done. If you don’t see the refund in your account after 10 business days from our confirmation, please contact us and your bank.
Store Credit Option: In some cases, we can offer a refund as store credit (e.g., you plan to buy something else from us soon). If you choose this, we might provide an incentive (like an extra 5% credit) as a courtesy. This is optional and up to you. Store credits can be used on future Mosaic purchases and typically have no expiry.
Exchange in Lieu of Refund: If you prefer, we can process an exchange (you return item A, we send item B). If item B is the same price, we just swap once A is received. If B is more, you pay the difference; if less, we refund the difference. Shipping costs for the new item might be charged or waived depending on the situation (we often cover standard shipping on an exchange as a courtesy, especially if the original was an issue with item A).

8. Additional Support

If you are unsure about the return process or have special circumstances, please reach out. We aim to be flexible and understanding. Our customer support can guide you through troubleshooting steps that might negate the need for return (for instance, a quick fix to get your product working). Many times, what seems like a defect can be resolved with calibration or a part replacement – saving you time compared to a full return. We encourage you to utilize our technical support resources (knowledge base, forums, support line) during the return window, as sometimes an issue can be fixed, and you might end up loving the product rather than returning it.

For any questions regarding this Return & Refund Policy, you can contact Mosaic at: support@mosaicmfg.com

Address: 403-111 Peter Street, Toronto, ON, M5V2G9, Canada

We appreciate your business and hope you are satisfied with your Mosaic purchase. If not, we will do our best to make it right per the above guidelines. Thank you for reading our policy.

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