Refund & Cancellation Policy
Our aim is to provide excellent customer satisfaction; therefore we have set out our terms below to help on those rare occasions when things don’t quite go to plan. If you have any questions regarding the terms of the Refund & cancellation Policy, we’re happy to discuss matters via email on info@moissanite.co.uk You can also give us a call on 0121 233 0023.
The terms and conditions noted below explain our policy on refunds and cancellations.
Please note all Bespoke pieces are non-returnable once the design is confirmed and the piece is put into production.
What happens if I want to cancel my order?
To create the best experience, we begin preparing your order as soon as your order is confirmed. Therefore, cancellations are only possible before the item is despatched, please contact us as soon as possible.
What happens if something is missing?
If you have received your order and something is missing, we sincerely apologise and will prioritise the correction immediately. Where possible we offer immediate replacements or alternatively, you can request a refund or cancellation when the item is faultly or incorrect
We’re sorry if you have received items that are different from your order. To ensure that we can rectify the matter, please contact us within 2 days of receiving your order.
Where you have received an item of a lower value we will reimburse you the difference.
For credit card payments, your credit Card will be refunded
For debit card payments your Debit card will be refunded
For payments made via bank transfer your bank will be refunded
What happens if my order arrives damaged?
We sincerely apologise if your item has been received in a damaged or faulty condition. We like to resolve matters quickly, as we know how disheartening this can be. To help us resolve the matter, we ask that you check all items on receipt and contact us within 2 daysvia email or telephone stating the faultalong with relevant images. Our Returns Policy for faulty items upholds your statutory rights.
What happens if my order is delayed or lost in transit?
We take every care to ensure that your order is shipped and received as per your request. We also take great care to ensure that our delivery provider meets our high level of expectations. However, on very rare occasions items can be delayed or lost in transit. We understand that this can be frustrating, therefore when your item is delayed due to an issue that we are experiencing, we aim to contact you within 3 days.If you are concerned about the status of your order, please contact us via email, info@moissanite.co.uk You can also give us a call on 0121 2330023. You can always use our contact us page on the Website or leave a note on your order page.
What happens if I am not satisfied?
We take great care to ensure that your items reach you in excellent condition. We also pride ourselves on creating high quality Jewellery.
If a fault develops within 30 days of purchase, you have the short-term right to reject the item and receive a full refund or request a replacement.
After 30 days, we are entitled to offer a repair or replacement as the first remedy. Any repair or replacement will be completed within a reasonable time and without significant inconvenience to you.
If a repair or replacement is not possible, or if the attempted repair does not resolve the issue, you then have the right to reject the item for a refund or request an appropriate price reduction, in line with the Consumer Rights Act 2015.
A refund or replacement item is always offered within 30 days when the item does not meet your expectations or if the item is unsuitable. If you feel like we have fallen short of our promises, we ask that you contact us on and we shall do our upmost to help.
What are my statutory rights?
Our Cancellation and Returns Policy does not affect your statutory rights. For more information on your UK statutory rights, please visit direct.gov.uk or contact the Government funded consumer advice service Consumer Direct on 08454 040 506.
How do I return an Item?
Where your return meets the requirements set out in the returns and cancellations policy, please return your item by using our returns form for the item you wish to return which can be found in your account section which you can print and send back with your item. If your jewellery has a non-manufacturing fault, please contact us to discuss repair options before proceeding.
Returns address: Moissanite, Elton House, Powell Street, Birmingham B1 3DH
Please return your item by Royal Mail special Delivery or equivalent.
