Consumer Policy
Moissanite By Design operates in alignment with the rights set out in the Consumer Protection Act 68 of 2008. We value transparency and clear communication throughout the design and manufacturing process. If you believe we have not met our service standards, please contact us directly so we can address your concern promptly and professionally.
In accordance with Sections 17 through 20 of the Act, the following terms apply:
Order Cancellation Policy
Custom and Bespoke Jewellery
All engagement rings, wedding rings, and custom jewellery pieces are made to order according to the client’s selected specifications.
Because these items are bespoke and manufactured specifically for each client, they are not easily resold. For this reason, a deposit is required to secure materials and begin production.
This deposit is non-refundable.
The deposit is used to:
Secure precious metals and gemstones
Initiate design and manufacturing processes
Cover material costs that cannot be recovered
The deposit does not cover labour, design time, or manufacturing hours already invested.
If a client chooses to cancel a custom order after the deposit has been paid, the deposit will be retained to cover material allocation and associated losses.
Once CAD design approval has been granted and production has commenced, the order is considered final and cannot be cancelled.
In-Stock Jewellery
If you purchase a jewellery item that is available in stock and not custom-made specifically for you, cancellation is permitted before dispatch, subject to a 20% cancellation fee based on the total purchase price.
This fee covers administrative processing and associated costs.
Once the item has been dispatched or collected, standard return conditions apply as outlined below.
Returns and Refunds
Custom-Made Jewellery
Due to the bespoke nature of engagement rings, wedding rings, and custom jewellery pieces, Moissanite By Design does not accept returns or offer refunds on custom-made items.
Each item is produced according to the client’s approved design and specifications. Custom pieces cannot be refurbished for resale due to sizing, design, and personalisation factors.
Scrap Gold Value Compensation
If a client chooses to return a fully paid custom-made item, compensation may be offered at the current gold scrap value of the piece only.
This is because:
The item must be refined
It cannot be resold as new stock
The original design and manufacturing costs cannot be recovered
Scrap value compensation is calculated based on the prevailing gold refining rate at the time of assessment.
No compensation is provided for:
Design costs
Labour
Stone value
Manufacturing costs
Damaged or Defective Items
If an item is delivered with a manufacturing defect, the client must notify us within 48 hours of receipt. The item will be assessed and, where applicable, repaired or replaced in accordance with the Consumer Protection Act.
This does not include:
Normal wear and tear
Accidental damage
Misuse or improper care
Questions Before Ordering
We encourage all clients to review their CAD designs carefully and ask any questions before approving production. If you require clarification regarding cancellations, returns, or refunds, please contact us before placing your order.
Our goal is to ensure that every client feels informed and confident before proceeding with their custom jewellery purchase.
Feel free to contact us at sales@moissanitebydesign.com and we will gladly assist you with any queries you might have.