Refund and Return Policy

Buying jewelry online means making a real decision without being able to hold the piece first. This page explains clearly what you can do if something is not right, and how to go about it.

At a glance

Option	Window	Return shipping	Who it applies to
Exchange	90 days from delivery	Free for first exchange	Catalog items, including engraved rings
Refund	14 days from delivery	Free	Catalog items in original condition, including engraved rings
Cancel	Before dispatch	Not applicable	Standard, non-custom orders

Exchanges

90-day exchange policy

You have 90 days from delivery to request an exchange. This covers ring size, precious metal choice, and style changes. Your first exchange within this window is free in both directions. To return your item, we can arrange a DHL Express home pickup, or you can drop it off at a DHL Express Service Point at your convenience.

Second and subsequent exchanges

If you need to exchange again within the same 90-day period, return and reshipment shipping costs are your responsibility for that exchange. In cases where a new item needs to be produced, a production fee of up to 20 percent of the original item value may also apply. Any applicable fee will be confirmed in writing before we proceed.

Engraved rings

Engraved rings are fully eligible for exchange. One important detail: an engraved replacement ring must be produced from scratch. If your exchange involves a ring that requires engraving, there will be a production lead time before the replacement ships. We will confirm the timeline when your exchange is approved.

If you need the replacement quickly

There is a faster path when timing matters. You can place a new order for the replacement item right away, so production or dispatch begins immediately. Once we then receive your original item back, we issue a full refund for that original order. To use this option, let us know through the return portal when you initiate your request so we can coordinate the refund correctly.

A note on sizing

If you are uncertain about ring size before ordering, reach out first. Getting the size right from the start is simpler than exchanging afterward, and we are happy to help you figure it out.

Custom orders

Custom rings can be exchanged for a different size at no cost within 90 days. Changes to other aspects of a custom order, such as stone choice, design details, or dimensions, may carry an additional cost. Any applicable amount will be confirmed in writing before we proceed.

Refunds

14-day refund policy

Catalog items can be returned for a full refund within 14 days of delivery. The item must come back in its original condition, without clear signs of wear. Return shipping is free: we can arrange a DHL Express home pickup, or you can drop the item at a DHL Express Service Point.

We process refunds within 14 calendar days of receiving your request.

What is refunded

• Item price: refunded in full.
• Standard outbound shipping: refunded excluding any additional shipping upgrade cost, such as the before-12:00 delivery option.
• Express production fee: not refundable if you choose a refund. If you paid to expedite production and then return the item, this fee is excluded from the refund amount. If you choose to exchange instead, the value of that express service carries over to your replacement.

Refunds go back to your original payment method

All refunds are issued to the payment method used at checkout. We cannot process a refund to a different bank account, card, or payment service under any circumstances.

Your statutory right of withdrawal

As a consumer buying for personal use, EU law gives you the right to withdraw from an eligible purchase within 14 calendar days of delivery. Our voluntary refund policy reflects this right.

To exercise it, notify us through the return portal or by email. From that notification, you have 14 further days to return the item.

Custom and clearly personalized items are generally excluded from the statutory right of withdrawal (with the exception of engraved rings). This exclusion does not affect your rights if a product arrives defective or not in conformity with what was agreed.

Item condition

Returns must come back in their original condition, without clear signs of wear. Examining the piece to assess its look and fit is fine. If a return shows handling beyond that, we may reduce the refund amount to reflect the diminished value or fully reject the refund.

Damaged or missing original packaging may result in a modest deduction where it creates a genuine replacement cost.

Custom and made-to-order items

Custom orders are not eligible for refunds after delivery. Because they are made to your exact specifications, a standard return is not possible.

What you can still do:

• Ring size exchange: free within 90 days.
• Other changes, such as stone choice, design details, or dimensions: additional costs may apply, confirmed in writing before anything is started.
• Defects or non-conformity: your legal rights apply in full, regardless of the custom nature of the order.

CAD design fee

Custom projects begin with a design down payment of EUR 50 to EUR 200, depending on complexity. This fee is credited in full toward the final price if you proceed. Once we begin the design work, the down payment is non-refundable.

Cancellations

Standard orders can be cancelled at any time before dispatch for an immediate full refund. Contact us as soon as possible if you need to cancel, as orders can move into production quickly.

Custom orders work differently. Once design work has started, the order is no longer eligible for cancellation or a refund. If your order has not yet entered production or design, cancellation may still be possible. Contact us directly to check.

Defects and warranty

If something is structurally wrong with the piece, that falls under our warranty rather than this return policy. Workmanship issues such as loose prongs or stones falling out under normal use are covered.

Silver jewelry carries a 2-year warranty. Gold and platinum pieces carry a lifetime warranty.

Full details are on our warranty policy page.

How to start a return or exchange

Use our return portal to initiate your request. We will respond with next steps within 24 hours on working days. Once your request is open, please keep all follow-up on that case within the portal system so your return is handled correctly and nothing gets missed.

Start a return or exchange

For general questions not linked to an open return request, you can reach us by email at info@mymoissanite.uk or by phone and WhatsApp at +34 911 679 789.

Returns address (unless we instruct otherwise in writing):
Paseo de Recoletos 5, 28004 Madrid, Spain

If you are not sure which option applies to your situation, start through the portal and we will help you find the best path forward.