Lifetime Warranty, Shipping & Exchanges
Lifetime Warranty
The Moissanite Company utilises only the highest quality gemstones, paired with impeccable craftsmanship to create special pieces that are bespoke, ethical, and affordable, that will truly last a lifetime. To reflect our confidence, all engagement and ceremonial pieces come with a limited Lifetime Warranty.
Our Lifetime Warranty covers our craftsmanship of the ring under normal wear, and the optical properties of our Cultured ClarityTM Cultured Diamonds (IGI or GIA Certified). The Eternal Brilliance Moissanite Lifetime Warranty covers the optical properties of your moissanite stone. If you believe your ring falls under these policies, please contact us to arrange an assessment of your ring. Upon inspection, any rings found to show signs of improper care, such as misshapen settings, will be repaired at a cost incurred by you.
While moissanite and laboratory diamonds are two of the most durable gemstones available, they are not indestructible and can be damaged in certain circumstances.
What is covered under our Lifetime Warranty:
Craftsmanship issues, such as unstable settings or flawed metal finishes. While unlikely, if any issues were to arise with the craftsmanship of your piece, this would happen in the first few weeks of wear. Any faults due to craftsmanship will be repaired, or the piece replaced by The Moissanite Company at no charge.
The unlikely event of optical property changes (clarity, colour, fire, lustre and brilliance) of your Eternal Brilliance Moissanite Gemstones.
The unlikely event of optical property changes (clarity, colour, fire, lustre and brilliance) of your Cultured Diamond (IGI, GIA Certified).
What is not covered under our Lifetime Warranty:
Signs of reasonable wear and tear, such as scratches in the metal
Damage from inappropriate wear or improper care, such as metal corrosion, misshapen settings, cracked or chipped stones, discolouration, etc.
Lost stones as a result of damage or wear and tear that was not immediately remedied once noticed.
Loss or theft of your ring.
Taking your Moissanite Company ring to a jeweller other than The Moissanite Company for repairs, maintenance or alterations (unless otherwise discussed and permitted by our team in exceptional circumstances) will void your Lifetime Warranty.
The warranty is non-transferable and only applies to the original purchaser.
You must retain your original receipt.
Shipping
Complimentary express shipping is included on all Domestic & International Orders. Expect Domestic Orders to be delivered within 1-3 business days and International Orders to be delivered within 5-7 business days.
Once your piece is crafted, you will be notified when your order has been shipped, and provided with details on how to track your delivery.
Duties & Import Taxes
Import duties and taxes may apply for international shipments outside of Australia. Once your order arrives at your destination, you as the customer will be liable for all custom fees and taxes that may be incurred to release the parcel. The Moissanite Company will not issue a refund if you refuse to pay the relevant duties/fees for your order that are respective to your order value and delivery location. If your order is returned to us as a result of unpaid duties/fees, costs involved in redelivery of the item must be paid by you as the customer.
Returns and Exchanges
We do not accept ‘change of mind’ refunds, credits or exchanges on any pieces from our Signature range (including but not limited to engagement rings, ceremonial rings, fine jewellery, loose stones and sale items), or Complete Custom Designs.
We offer a 30 day exchange for all Ready To Wear Rings. This is only valid if the ring is unworn and in the new condition, as it was at the time of purchase.
The terms of the Australian Consumer Law guarantee still apply where relevant.
We ask that you please consider all details of your ring carefully before making your purchase - our team is available to answer any questions and clarify any queries you may have prior to ordering, to ensure your purchase is the perfect choice.
To provide you with the utmost assurance with your bespoke or custom ring, we create and provide you a CAD (computer aided design), which is received typically within 1-2 weeks from purchase. If you do not approve your design within 3 days, we proceed with crafting as per the original CAD design. Amendments to your order can be made before the CAD approval. Once you have approved your CAD or exceeded the 3 day approval period, no further changes to your order can be made.
If you wish to cancel your order after purchasing, but before the CAD is received, a cancellation fee of $1000 AUD will apply. Once the CAD has been approved, strictly no order cancellations will be permitted.
The Moissanite Company reserves the right to refuse a refund or exchange to any customer if:
- There is evidence of use and wear of the item.
- It is a bespoke, custom made item.
- It is a ring that has been resized to your specifications.
- An incorrect finger size is supplied by the customer.
- The reason is not related to quality issues.
- The quality issue can be easily rectified by our jewellers.
- There is evidence to suggest the customer has misused or intentionally tampered with the product.
Exceptions / non-returnable items:
Unfortunately, we cannot accept returns on sale items or gift cards.
Resizing
We want to ensure your ring fits perfectly. If your ring is not the correct size, we offer one complimentary resize within the first 6 months of receiving your ring, up or down to a maximum of 2 sizes. After the initial complimentary resize window, any additional resizing will incur a fee, starting at $80 AUD.
Specific Resizing Limits
- Pave Band Rings: Can be resized up a total of 4 sizes and down a total of 2.5 sizes.
- Marquise & Round Shared Prong Bands: Can be resized a total of 2 sizes only.
Men's Platinum, Sterling Silver and Zirconium rings are not included in the complimentary resize service.
Customers are responsible for covering the shipping costs to The Moissanite Company for complimentary resizing. Upon completion of the resizing service, the customer will also be responsible for the return shipping fees. These return shipping costs will be invoiced upon the item’s arrival at our workshop, at a flat rate of $20 AUD for domestic shipments within Australia, and $50 AUD for international shipments.
Alternatively, if you are local to our Brisbane or Sydney showrooms, you may book a complimentary ring drop-off appointment to avoid shipping fees.
To initiate a resize or for further information on the resizing process, please contact us at info@themoissanitecompany.com for assistance.
Complimentary Servicing
The Moissanite Company offers a complimentary lifetime servicing of all of our engagement rings, ceremonial rings and fine jewellery pieces. This is inclusive of a thorough inspection, professional clean, polish as well as prong tightening, if required. The customer is to cover all shipping costs.
Engraving
We offer complimentary engraving for all of our engagement and ceremonial rings. This complimentary service is only offered when your ring is in the crafting phase. If you wish to have your ring engraved by us at a later date, there will be a cost involved. The cost starts at $50 and is dependent on how many characters are engraved. If you wish to change your engraving after it has been completed, a $100 fee will be payable to cover the costs associated with removing and re-engraving.
