Return Policy

CUSTOM JEWELRY RETURNS

All our jewelry pieces are made to order, crafted, and produced just for you. Therefore, we do not accept returns due to buyer’s remorse and do not accept jewelry returns for any other reason. Returns are only accepted in the unlikely event of a manufacturing defect or if you wish to upgrade the design to a higher-value item. To initiate a return or request a design upgrade exchange, please get in touch with our customer service within the 30-day window from the delivery date. A receipt or proof of purchase is required to complete a return claim.

OUR JEWELRY RETURN POLICY DOES NOT APPLY TO THE FOLLOWING:

• Modified Designs & Engraved Jewelry: Jewelry items that have been modified, engraved, or changed in any way.
• Worn Jewelry: Jewelry pieces must be returned in the same condition as they were upon delivery, with their original packaging intact.
• Damaged Jewelry: We do not accept jewelry pieces damaged due to misuse.
• Altered Jewelry: Jewelry pieces that have been plated, resized, or altered in any way will not be accepted for return.
• Incomplete Sets: Jewelry pieces that are part of a set but are missing other components will not be accepted.
• Non-Genuine Jewelry: Jewelry found to be non-genuine EcoMoissanite will not be accepted.
• Sale Items: Jewelry pieces on sale are not eligible for return.

LOOSE GEMSTONE RETURNS

If you receive a defective loose gemstone or if it develops any issues in the future, please contact our customer service for assistance. Should your gemstone’s optical properties change, which is covered under IceMoissanite’s Limited Lifetime Warranty, you may return it. Please note that we do not accept returns or exchanges solely to change the color or shape of gemstones, as each gemstone possesses unique characteristics and is susceptible to color variations. A receipt or proof of purchase is required to complete any return claim.

OUR LOOSE GEMSTONE RETURN POLICY DOES NOT APPLY TO THE FOLLOWING:

• Gemstones Without Warranty Card: We do not accept loose gemstones without their respective warranty cards.
• Unregistered Gemstones: We only accept loose gemstones with an active warranty registered on IceMoissanite’s system.
• Non-Genuine Gemstones: Loose gemstones found to be non-genuine IceMoissanite will not be accepted.
• Damaged or Chipped Gemstones: We do not accept loose gemstones that are damaged or chipped due to misuse.
• Altered Gemstones: Loose gemstones altered, treated, or enhanced in any way will not be accepted.
• Custom-Cut Gemstones: We will not accept custom-cut loose gemstones or gemstones that have been modified.
• Gemstones Set on Jewelry: Loose gemstones already set on a jewelry piece will not be accepted.
• Incomplete Sets: Gemstones that are part of a set but are missing other components will not be accepted.
• Non-Returnable Gemstones: Lab-grown diamonds are non-returnable due to their rarity and unique characteristics.
• Sale Items: Loose gemstones on sale are not eligible for return.

Please note that the lists of exclusions for jewelry and loose gemstone returns are not exhaustive, and additional conditions may apply. We recommend contacting our customer service for further information regarding specific circumstances.

RETURNS SHIPPING

Shipping and insurance costs incurred for returns are your sole responsibility and will not be refunded if we fully or partially accept your refund claim. Our company is not liable for lost or damaged packages during the return shipping process. We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee the receipt of your returned item. For international returns, you are responsible for customs fees, duties, or additional shipping costs associated with the return process.

THIRD-PARTY MODIFICATIONS

We strongly recommend thoroughly inspecting your jewelry immediately upon delivery to ensure it meets their requested specifications. You are responsible for all costs for jewelry modifications, including resizing, engraving, or other alterations performed by local jewelers or third-party providers. Modifying the jewelry outside our authorized services will void the item’s warranty.

INSPECTION AND REFUNDS

Per industry standards, returned items will be inspected thoroughly to assess their original condition. To qualify as ‘original condition,’ returned items must be unused, unaltered, and accompanied by all original packaging and documentation. Failure to meet these conditions may result in rejecting the return claim. Upon completing the inspection, you will receive an email notification regarding receiving your returned item and our decision to accept or reject the refund claim. If any refund claim is accepted, it will be processed and applied to your original payment method within 5-10 business days.

RESTOCKING FEE

At our discretion, we may accept the return of an item after a thorough quality inspection. In such cases, a restocking fee of 20% of the price of the returned item will be charged, provided it meets our quality standards. This restocking fee applies only to accepted returns on non-defective items.

LATE OR MISSING REFUNDS

If ten (10) business days have passed and you have not received a refund, please get in touch with your bank. Refunds may take time to process and reflect in your account and statement. Please contact us if you have completed the above steps and have not received the refund.

EXCHANGES

Exchanges are only available for defective or damaged items. Please note that the time it takes for the exchanged item to reach you may vary depending on your shipping destination. Once an item has been exchanged, no further exchanges can be made on the same order.

GIFT RETURNS

If the item was marked as a gift and shipped directly to you, a gift credit for the value of your return will be issued. Upon receipt of the returned item, a gift certificate will be mailed to you. If the item was not marked as a gift or shipped to the gift giver for later presentation, a refund will be issued to the gift giver, who will be notified of the return.