Cancellation
If a customer wishes to cancel their order, they must notify us within 24 hours of placing the order. We start processing orders immediately, and cancellations made after 24 hours will incur a 20% cancellation fee to cover restocking and labor costs.
This fee is necessary to account for the time and resources already invested in processing your order. We appreciate your understanding and cooperation.
Return & Refund Policy
We have a 30-days return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need to show the order number with confirmation email or proof of purchase.
You can always contact us for any return question at support@moissanitecraft.com
As the ring is custom made as per your ring size and diamond and gold option, any return unrelated to manufacturing quality will have 20% restocking fees for moissanite & 30% restocking fees for CVD jewelry items. This fee covers the labor required to resize and polish the returned piece. If the returned piece requires extensive cleaning or repair (or are in any other condition that prevents resale) we will charge a higher restocking fee, depending on the amount of repair work that’s required.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
The Following items can't be returned or exchanges
Because of the nature of these items, unless they arrive damaged or defective, we can't accept returns or exchanges for:
- Custom or personalized orders
- Eternity Bands made to order
- Any physical damage on the product
If a customer wishes to exchange their ring, a restocking fee of 20% will be deducted from the original purchase amount. The remaining balance will be applied towards the new purchase. Any price difference for the exchange will also be charged to the customer. [Note: Percentage may vary if the gold prices or stone prices increases or decreases].
This exchange policy must be initiated within 30 days of receiving the ring and is limited to one exchange per piece. The credit does not apply to future purchases, and the credit is limited to one exchange per piece.
Please contact us before you send your jewelry back, so we can be sure it arrives safely. Clients are responsible for return shipping costs, and we highly recommend that you insure your package and send it in a traceable courier—we are not responsible for items lost in the mail.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Resizing
At Moissanite Craft, we understand the importance of a perfect fit when it comes to your jewelry, especially rings. Therefore, we offer a ring resizing service to ensure that your jewelry fits you comfortably and beautifully.
- Resizing Limitations:
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- Rings can be resized to either increase or decrease by a maximum of one full size.
- Please note that resizing beyond this range may compromise the integrity and aesthetics of the piece, and therefore, cannot be accommodated under this policy.
- Exceptions:
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- In the case where the ring features a shank adorned with full eternity stones, resizing becomes unfeasible due to the intricate design and setting. Hence, we are unable to proceed with resizing in such instances.
- Customers with rings falling under this category are encouraged to exchange the ring for the correct size. Our customer service team will be delighted to assist you in this process.
If either
a) it would result in a faster turnaround time, or
b) if the integrity of the design would be affected. An exchange would only apply to bands that are plain gold and don’t feature any stones. And like all of our pieces, the swapped ring would be handcrafted from scratch. Of course, we’ll always contact you if we’d recommend that route.
Information About Repairs
If you need a repair please contact us on support@moissanitecraft.com. But before you do, here are some important details you should know about how we do repairs:
- Our repair specialists write up an intake form that notes the current condition of the piece and any repair work that’s required. We’ll always send you a copy of that intake form so we’re all on the same page.
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After that, we’ll immediately get started on any work that’s covered under the warranty (without bugging you for approval). That may include the following:
- Replacing or resetting stones
- Replacing the setting
- Prong work or replacement
- Replacing thinner areas of the band
- Resizing the ring - Clients are responsible for shipping costs both ways.
- Our current timeline for repairs is 2-3 weeks from the time we receive your piece.
- NOTE: If your piece needs a new stone, we can’t guarantee the replacement of limited-edition or one-of-a-kind stones. In the rare case that the exact stone isn’t available, we’ll follow up with you and get your approval on an alternative that matches.
We understand that things happen and fine jewelry is delicate. There are things you can do to take care of your jewelry.
But don’t worry if something does happen. We offer a generous lifetime warranty on all of our pieces. We stand by our work, and we want to take care of you and your jewelry.
