Returns Policy
Returns
At Moissanite By Design, we’re confident in the abilities of our designers, gemmologists and master jewellers to produce stunning jewellery. However, in the unlikely event you are unhappy with your purchase the following returns policy applies, subject to an inspection.:
- Products must be returned within 7 days
- Products must be unworn, undamaged, and in saleable condition.
- For hygiene reasons, earrings (and other pierced jewellery) cannot be returned
- Your item must be returned with its ring box and all supporting paperwork it came with, including any GIA or IGI certificates or gemstone grading reports.
- The jewellery must not be missing any of its original diamonds or gemstones
- The jewellery must not have been adjusted by any other jeweller or anyone else
- Bespoke / Custom commissions, personalised items or engraved and sale items are excluded from our returns policy, unless faulty or otherwise agreed in writing
If 7 days have gone by since your purchase was delivered to you, unfortunately we can’t offer you a store credit or exchange.
Definition : ‘Standard product’ item – “Any product item available for sale directly on www.moissanitebydesign.com without any design, aesthetic or functional alteration / configuration”
Definition : ‘ Bespoke / Custom made’ item – “Any product item made to order with specific design, aesthetic, functional, size or unique material configuration. This includes standard collection items which may have been resized or engraved”
If your purchase meets the above criteria a store credit will be issued within 30 days of return.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Exchanges
We only replace items if they are defective or damaged and exchange them for the same item.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your exchange.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@moissanitebydesign.com
Sale items
Only regular priced items may be refunded, unfortunately custom made, personalised and sale items cannot be refunded.
Bespoke / custom purchases
As stated above bespoke / custom purchases, personalised or engraved items are excluded from our returns policy, unless faulty. However, we will be happy to offer an exchange within 7 days of purchase for a bespoke / custom commission as long as it hasn’t been engraved or worn.
An exchange may incur restocking charges to cover the production costs incurred and are at the discretion of Moissanite By Design. If you chose to cancel your purchase during the production stage, you may incur costs if production has started.
Selling your jewellery
Moissanite By Design does not sell second-hand jewellery, and therefore we do not buy jewellery from our customers or the public. This includes buy-backs of jewellery sold from our website. You are entitled to return or exchange your item as per the terms outlined in our returns policy. Should you wish to sell your jewellery, we advise you to seek a reputable second-hand jeweller.
Shipping
Moissanite By Design will not be liable for the shipping and insurance costs for any parcels returned for a refund, and exchange or a resizing. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Since you will be shipping valuable items, you should consider using a trackable shipping service and purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. Replacement items will be re-made to order and sent back to you in 2 – 3 weeks.
For returns via delivery, we ask that you follow these important steps to return your Moissanite By Design purchase.
- Email us on sales@moissanitebydesign.com, call us on 0215541717, or contact your consultant directly to discuss your return. You must do this before returning your item.
- When confirmed with your Moissanite By Design point of contact, you should package your item with the original packaging. This must include your GIA or IGI diamond or gemstone certificate.
- You should avoid writing anything on the package or within the address that alludes to the value of the package contents, including ‘jewellers’, ‘diamonds’ or ‘rings’. Instead, address the package as follows:
- ‘Name of your consultant’, Moissanite By Design, ’
- We ask that you return items within the UK via The Courier Guy, making sure the package is tracked and insured. You should also obtain proof of posting. Please ensure you mark the parcel as fragile and clearly write that it is not to be left with a neighbour or on the doorstep. For orders returned from outside South Africa, you should choose a reputable courier of your choice, ensuring the package is tracked and insured, and obtain proof of dispatch.
Moissanite By Design reserves the right to reject a return if the above steps are not carefully followed, and is therefore not liable to repair, replace or store credit the item.
Please make sure your jewellery fits the above criteria before returning, or check with your point of contact at Moissanite By Design. You can also email sales@moissanitebydesign.com with questions.