Return Policy
-----------------------------------------------------------------
2. RETURN POLICY
-----------------------------------------------------------------
We want you to love your ring. If something is wrong, we will make it right.
30-Day Returns
We accept returns within 30 days of delivery on a case-by-case basis, when:
The ring is in perfect, unworn condition
All original packaging and the certificate of authenticity are returned with it
The piece has not been resized or modified
Returns are reviewed individually. Because every ring is made to order, change-of-mind returns are not guaranteed, but we will always look at your situation and try to find a fair outcome. The best way to reduce risk before ordering is to book a consultation by appointment or visit our Melbourne studio.
To request a return, email us at customers@moissaniteengagementrings.com.au with your order number and a short note explaining what is wrong. We will reply within one business day.
Manufacturing Faults
If there is a manufacturing fault, we repair or replace the ring at no cost. This includes:
A stone that has loosened in a setting that was not built correctly
Visible defects in the metal or finishing
Any structural fault traceable to our workshop
Manufacturing fault repairs are free, including return shipping both ways.
Lifetime Stone Warranty
Every moissanite and lab-grown diamond we set is covered for life against loss of sparkle, fire, or clarity. Moissanite does not go cloudy, dull, or change colour over time, and we stand behind that.
If your centre stone develops a fault that is covered by the warranty, we will replace it free of charge and only charge for re-setting.
Free Resizing
One free resize within the first three months of your purchase, including return shipping both ways. Up to 4 sizes on most rings, 2 sizes on rings with stones set into the band.
What Is Not Covered
The warranty does not cover damage caused by daily wear, accidents, or pressure on the ring:
Visible bending from impact or excessive pressure
Scratches and surface wear from normal use
Loss of the ring or any stone due to a knock, snag, or impact
Damage from cleaning chemicals, chlorine, or harsh substances
We can repair this kind of damage at cost, often quickly, since the work happens in the same Melbourne workshop. We reserve the right to decline a refund or exchange where damage from excessive force or pressure is visible.
How to Return a Ring
1. Email us first at customers@moissaniteengagementrings.com.au with your order number and the reason for return. Do not post the ring until we confirm receipt of your email.
2. Wrap the ring in protective packaging and place it inside an outer mailer. For security, do not write the word "jewellery" anywhere on the packaging.
3. Post to:
M.E.R.
Level 7, 80 Dorcas Street
Southbank, VIC 3006
4. Use a tracked and signed-for postage service. Keep the tracking number until we confirm receipt.
For manufacturing fault returns, we cover postage both ways. For change-of-mind requests reviewed case by case, return postage is your responsibility unless we agree otherwise.
Looking After Your Ring
Most damage we see is from daily knocks rather than crafting faults. For care tips, read "4 Key Tips to Look After Your Engagement Ring" on our blog:
https://moissaniteengagementrings.com.au/blogs/news/4-key-tips-to-look-after-your-engagement-ring
-----------------------------------------------------------------
3. CANCELLATIONS POLICY (Subscription Policy field)
-----------------------------------------------------------------
For our full returns, refund, and warranty terms, see our Refund Policy:
https://moissaniteengagementrings.com.au/policies/refund-policy
Returns address:
M.E.R.
Level 7, 80 Dorcas Street
Southbank, VIC 3006
For security, do not write the word "jewellery" anywhere on the packaging. Email us at customers@moissaniteengagementrings.com.au before posting any return.