Refund and Return Policy
At My Moissanite, we want to ensure your satisfaction is at the core of everything we do. Our return and refund policy is designed with your convenience and peace of mind in mind, offering flexibility and options to ensure your experience with us is nothing short of exceptional.
We understand that purchasing an expensive jewelry piece, especially for a special occasion such as a proposal, is a significant and thoughtful decision. This is why our policy allows ample time for you to ensure every detail is just right, such as the ring size or other preferences.
Flexible Options for Peace of Mind
Exchanges
If the ring size isn’t quite right or if there’s another change needed, we offer an extended 90-day exchange window from the date you receive your order. This generous timeframe ensures you can focus on your special plans without worrying about rushing back to make adjustments.
Should you need to make an exchange, such as for an incorrect ring or stone size, or even an entirely different piece altogether, we’ll gladly cover all shipping costs—including providing a return shipping label—to ensure the process is effortless for you.
For any additional exchanges on the same purchase—such as repeated sizing issues—we won’t cover the return shipping and shipping the replacement item. While we strive to accommodate every need, we kindly ask that you double-check sizing or details to avoid added shipping costs.
Refunds
If, for any reason, you decide not to proceed with your order, we offer the option of a refund within a 14-day period from receiving your purchase. This timeframe ensures that you have sufficient time to evaluate your item properly. Please note that in the case of a refund request the shipping fees for returning the product and the initial shipping costs are not reimbursed and will be deducted from the refund amount.
Key Information
Condition of Products
To uphold our high standards, we only accept products returned in their original, unused condition with all original packaging intact. Products showing signs of wear or use, including scratches or marks, cannot be exchanged or refunded unless the issue is proven to be unrelated to customer handling. Items returned in unacceptable condition will be sent back to you at your own expense.
If the original packaging is damaged upon return, a replacement fee ranging from €10 to €20 (depending on the packaging type) will be deducted. This primarily applies to items shipped in our eco-friendly luxury wooden boxes. Equivalent fees in other currencies will apply, based on the exchange rate.
Engraved Rings
We understand the sentimental value of engraved rings, as well as the care that goes into selecting them. However, we also recognize that even with thoughtful selection, details such as ring size or stone size may occasionally be incorrect. That’s why engraved rings, despite being personalized in many ways, are still eligible for both exchanges and refunds.
This flexibility ensures complete confidence in your purchase, even when opting for ingrained personal touches.
Customized Products
Custom-designed or fully personalized items, apart from engraved rings, are unfortunately ineligible for returns or refunds due to their bespoke nature. However, we do offer a resizing service in case the size is not correct—we are always here to help and support you.
Additionally, if desired and for a small fee of approximately 10%-20% of the original price, we offer a remelting service to completely remake the ring. Since this varies for each project, no rights can be claimed. But rest assured, we do everything we can to assist and find a solution.
Express Production Fees
For customers who opt for our express production service to expedite the crafting of out-of-stock items, these fees are non-refundable as they cover prioritized production costs that we cannot recover. We appreciate your understanding in this matter.
Lifetime Warranty Coverage
At My Moissanite, we take pride in crafting high-quality jewelry meant to last a lifetime, which is why all our products come with a lifetime warranty. This warranty covers material and manufacturing defects, such as loose prongs or stones falling out due to production flaws, and ensures repairs or replacements for these issues are free of charge.
If you’d like to learn more about what’s covered, what isn’t, and how to file a claim, please review our full warranty policy here.
Hassle-Free Returns
Should you need to initiate a return, we’ve made the process as simple as possible. Just complete this form, and a member of our team will get back to you within 24 hours with instructions and, if applicable, a return shipping label.
If you have questions or would like assistance with any part of the process, don’t hesitate to reach out. Our team is here to ensure you have a seamless and stress-free experience.
We value your trust and aim to provide policies that reflect understanding and flexibility for every customer's unique moment. Let us support you in making it as special and memorable as possible.