Refund policy

RETURNS, EXCHANGES AND REFUNDS

Every ring is made to order and carefully inspected before dispatch. We take pride in the quality of our moissanite jewellery and work to make sure every order reaches you in perfect condition.

REFUND POLICY

All sales are final. Moissanite Engagement Rings SA does not offer refunds for change of mind, buyer's remorse, incorrect product selection, incorrect sizing supplied by the customer, or delays caused by third-party couriers.

Refunds will only be considered where an incorrect item was supplied by us, the item contains a verified manufacturing defect, or the item materially differs from the product ordered due to an error on our part.

We reserve the right to inspect any item before deciding the appropriate remedy. Where a claim is approved, we may, at our discretion, repair the item, replace the item, issue store credit, or provide a refund where appropriate or required by law. This does not affect your rights under the Consumer Protection Act, which lets you return goods that are defective or of poor quality within six months of delivery for a repair, replacement or refund.

WARRANTY

Limited lifetime optical warranty on moissanite. We warrant the optical properties of the moissanite centre stone for the lifetime of the piece. If your moissanite becomes cloudy or loses its clarity and brilliance under normal wear, we will replace the stone. This warranty covers optical performance only. It does not cover chips, cracks, or structural damage caused by impact, accident, crushing, or chemical exposure, and it does not cover loss or theft.

12-month manufacturing warranty. For twelve months from the date of delivery, we cover defects in the manufacture of your ring, including failed prongs, stones that loosen in their setting, bands that separate, and defects in casting or finishing. Where a manufacturing defect is verified, we will repair or remake the item at no cost to you.

The warranties above do not cover normal wear, including surface scratches to the metal, gradual thinning of the band over time, or the wearing of rhodium plating on white gold, which is expected maintenance rather than a defect. Work carried out on the item by any other jeweller voids both warranties, as we cannot warrant another party's workmanship.

To make a warranty claim, contact hello@moissaniteengagementrings.co.za with your order details and clear photographs of the issue. We will confirm whether the claim falls within warranty before any item is returned to us.

NON-REFUNDABLE AND NON-RETURNABLE ITEMS

Because every piece is made to order, the following are non-refundable and non-returnable:

  • Bespoke or custom-designed rings
  • Made-to-order items
  • Personalised or engraved items
  • Solid gold jewellery
  • Items altered at the customer's request
  • Earrings, for hygiene and safety reasons
  • Sale, promotional, discounted or clearance items
  • Gift cards

These cannot be cancelled, returned, exchanged or refunded once payment has been received and production has begun, except where required by law.

EARRINGS

For hygiene and health protection reasons, all earring sales are final. Earrings cannot be returned, exchanged or refunded unless the item received is defective or incorrect due to an error on our part.

ORDER CANCELLATIONS

You may cancel a made-to-order ring within 48 hours of payment, before production begins, for a full refund. After 48 hours, or once production has started, orders cannot be cancelled, because each ring is made specifically for you.

RETURNS AND EXCHANGES

Returns or exchanges will only be considered where the incorrect item was supplied, the item has a verified manufacturing defect, or it materially differs from what was ordered due to an error on our part. Any claim must be made in writing within 7 days of delivery and include clear photographs of the issue.

Approved returns must:

  • Reach us within 15 days of delivery
  • Be unworn and unused
  • Be in original condition
  • Include all original packaging and documentation

Items that do not meet these conditions may be refused and returned to you.

RESIZING

If your ring does not fit, contact us within 12 months of delivery and we will resize it once, free of charge. You cover the cost of posting the ring to us, and we cover the return leg. Additional resizes, or resizes requested after 12 months, will be quoted individually depending on the design. Rings resized or altered by anyone else are no longer eligible for a free resize, a return, or warranty cover.

DAMAGES AND FAULTS

Inspect your order as soon as it arrives and contact us immediately if the ring is faulty, damaged or incorrect, so we can put it right. Where a fault is confirmed, we cover the cost of returning the item.

RETURN SHIPPING

For approved returns, you are responsible for return shipping, insurance, and any duties or taxes. Use a trackable, insured postal or courier service. We are not responsible for items lost, damaged or delayed in transit. Original shipping charges are non-refundable.

SEND APPROVED RETURNS TO

Moissanite Engagement Rings SA P.O. Box 605 West Coast Village 7443 South Africa

RIGHT TO REFUSE A SALE

We reserve the right to refuse, cancel or reverse any transaction at our discretion, including cases of pricing or technical errors, suspected fraud, unauthorised transactions, or stock discrepancies. Where we cancel a transaction, any payment received is refunded to the original payment method.

CONTACT

For returns, defect claims or exchange enquiries, contact hello@moissaniteengagementrings.co.za.