Lifetime Warranty, Shipping and Exchanges
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 the optical properties of the stone, and the craftsmanship of the ring under normal wear. If you believe your ring falls under this policy, 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 is one of the most durable gemstones available, it is 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. Rings returned in these circumstances will have postage costs covered.
Optical property changes (clarity, colour, fire, lustre and brilliance) of The Moissanite Company's Gemstones.
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.
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, petite solitaires, loose stones and sale items), or Complete Custom Designs.
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 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 7 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 7 day approval period, no further changes to your order can be made.
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.
If your ring is not the correct size, we provide one complimentary resize, within the first 6 months of purchase. Please contact us at email@example.com to start this process. Any further resizings after the initial complimentary resizing will incur a fee starting at $80. (Pricing is dependent on the resize required and if rhodium plating is required for white gold rings).
The Moissanite Company offers a complimentary lifetime servicing of all engagement rings and ceremonial rings. 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.
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. Cost starts at $50 and is dependent on how many characters are engraved.