Return & Exchange Policy

💍 Made-to-Order Jewellery

At Moissanite Room, we take pride in crafting beautiful, high-quality jewellery designed to last a lifetime. Since most of our jewellery is handcrafted specifically for each customer, the following conditions apply:

• Custom, engraved, personalised, or made-to-order items are considered final sale.
• Once production has begun, orders cannot be modified or cancelled.
• We do not offer complimentary resizing services. Please ensure you select the correct ring size before placing your order.

✅ Return Eligibility

If you believe your jewellery does not meet the quality standards advertised, please contact our Customer Support team within 24 hours of receiving your order.

Eligible items may qualify for a store credit or exchange at our discretion.

To qualify, your item must:

• Be unused, unworn, and in its original condition.
• Be returned in the original packaging.
• Include all original certificates, documentation, and accessories (where applicable).
• Receive Return Authorization from Moissanite Room before being shipped back.

Returns sent without prior authorization may be refused and returned to the sender at the sender’s expense.

📦 Return Shipping

• Customers are responsible for all return shipping, insurance, and tracking costs.
• We strongly recommend using a fully insured and trackable shipping service.
• Moissanite Room is not responsible for items lost or damaged during return transit when alternative shipping methods are used.
• Upon request, we may provide a return shipping quotation or shipping label; however, all associated costs remain the responsibility of the customer.

🔍 Inspection & Approval

Once your returned item is received, our Quality Assurance team will inspect it to verify that it meets our return requirements.

We reserve the right to refuse any return or exchange if the item:

• Shows signs of wear, damage, resizing, or alteration.
• Is missing original packaging, certificates, or documentation.
• Does not meet the conditions outlined in this policy.

If an exchange is unavailable, we reserve the right to issue store credit where appropriate.

💳 Refund Policy

• A restocking fee of up to 20% may apply.
• Original shipping, handling, payment processing, and insurance charges are non-refundable.
• Refunds are processed within 5–7 business days after the returned item has passed inspection.
• Refunds are issued only to the original payment method.

Products that are not defective and do not qualify under this policy may not be eligible for a refund.

❌ Order Cancellation

Orders enter production within 24 hours after payment confirmation.

• Cancellation requests submitted within this 24-hour period may be accepted.
• Once production has started, the order becomes final and cannot be cancelled or modified.

📋 Return Process

1. Step 1 – Contact Us
   Email our Customer Support team to request a Return Authorization before sending any item back.
2. Step 2 – Receive Approval
   Our team will review your request and provide return instructions if your request is approved.
3. Step 3 – Ship Your Return
   Securely package the item in its original packaging and ship it using a fully insured, trackable shipping service.
4. Step 4 – Inspection
   Once received, your jewellery will undergo inspection before a refund, exchange, or store credit is processed.

⚠️ Incorrect, Damaged or Defective Items

If you receive the wrong item, a damaged item, a manufacturing defect, or an incomplete order, please notify us within 24 hours of delivery using your registered email address.

Please include:

• Your order number.
• Clear photographs or videos of the item received.
• Photos of the shipping label and packaging.
• A description of the issue.

Our team will review the information and work with you to provide the appropriate resolution, which may include a replacement or exchange where applicable.

ℹ️ Important Information

• The return address may be different from the original shipping address.
• Shipping charges, insurance fees, and payment processing fees are non-refundable.
• Return shipping costs are the responsibility of the customer unless otherwise approved by Moissanite Room.
• Unauthorized returns may be refused and returned to the sender.
• We reserve the right to decline returns that do not comply with this policy.