At Loose Moissanite, we want you to feel confident about your purchase. If you are not satisfied with an eligible purchase, you may request a return or exchange within 30 days, subject to the terms, exclusions, and any applicable restocking fee described below.

All returned items must be in their original, unworn condition and must meet all applicable return requirements.

The 30-day return, exchange, and complimentary resizing period begins on the date your order is first available for shipment or pickup, not necessarily the date the order was placed.

1. Eligibility for Returns and Exchanges

Eligible items may be returned or exchanged within 30 days, provided that:

• The item is unworn and in its original condition.

• The item has not been resized, modified, repaired, engraved, or otherwise altered after purchase.

• All required promotional gifts are returned with the order when applicable.

• The item is returned using the return instructions and shipping method provided by Loose Moissanite.

• The return or exchange is initiated within the applicable 30-day period.

Loose Moissanite reserves the right to reject a return or exchange if the item does not meet these requirements.

2. Items That Are Not Eligible for Return or Exchange

The following items are not eligible for return or exchange:

• Orders submitted outside the applicable 30-day return period.

• Layaway orders Eg. Shop Pay Installments

• Engraved fine jewelry.

• Personalized fine jewelry, including name necklaces and other personalized pieces.

• Custom-designed jewelry.

• Jewelry that has been modified or altered during or after production at the customer's request.

• Rings that have been resized or modified after purchase.

• Items that have been repaired or otherwise modified after purchase.

• Items purchased under a promotion where the applicable promotional terms state that the purchase is non-returnable.

• Promotional gifts that are required to be returned under the terms of the applicable promotion.

If you are unsure whether your item qualifies for a return or exchange, please contact Customer Care before shipping the item back.

3. Promotional Gifts With Purchase

If your purchase qualifies for a promotional gift, the promotional gift must be returned with the eligible item when the order is returned, unless the applicable promotion specifically states otherwise.

If a required promotional gift is not returned, Loose Moissanite may deduct the retail value of the promotional gift from the refund amount.

Complimentary jewelry cleaners provided with an order may be kept unless otherwise stated in the applicable promotion.

4. How to Initiate a Return or Exchange

To initiate a return or exchange, contact us at:

Email: info@loosemoissanite.com
Phone: +1 213 331 9371

Orders over $1,000, international orders, Create Your Own fine jewelry, Create Your Own engagement rings, and engraved rings must be initiated through Customer Care.

After your return or exchange request is approved, we will provide a return authorization number and instructions for returning your item.

Do not ship an item back without receiving return authorization from Loose Moissanite.

5. Return and Exchange Shipping

For eligible returns, Loose Moissanite will provide return shipping instructions and, where applicable, a prepaid return shipping label.

For high-value and international orders, additional return instructions may apply.

For insurance purposes, customers must follow the packaging and shipping instructions provided by Loose Moissanite. Loose Moissanite is not responsible for packages returned using an unauthorized shipping method or packages left at an unauthorized drop-off location.

6. Packaging Instructions

Please return the jewelry in its original packaging whenever possible.

If the original packaging is unavailable:

1. Place the jewelry securely inside a jewelry box or suitable protective inner box.

2. Place the inner box inside the shipping box as instructed by Customer Care.

3. Securely seal the package.

4. Remove or cover any previous shipping labels, addresses, and barcodes.

5. Write the return authorization number on the outside of the package if instructed.

6. Affix the provided shipping label securely to the package.

7. Take the package to an authorized staffed shipping location specified in your return instructions.

8. Obtain and retain your shipping receipt as proof of shipment.

For high-value jewelry, follow all double-packaging instructions provided by Customer Care. Failure to follow the required packaging and shipping instructions may affect shipping insurance coverage.

7. Return Inspection

Once your returned item is received, our Quality Assurance team will inspect the jewelry to confirm that:

• The item is unworn and in its original condition.

• The item has not been damaged, resized, repaired, engraved, or modified.

• All required promotional gifts have been returned.

• The returned item corresponds to the original order.

Returns that do not meet our return requirements may be rejected.

If a return is rejected, Customer Care will contact you regarding the available options for having the item returned to you.

8. Restocking Fee

For eligible returns that are approved for a refund, Loose Moissanite may deduct a restocking fee of up to 10% of the original purchase price. This fee helps cover costs associated with processing returns, including but not limited to:

• Return shipping and handling

• Jewelry inspection, cleaning, and polishing

• Resizing or restoration work required to return the item to a sellable condition

• Recasting or converting fine metal and materials back into inventory where applicable

• Administrative and processing costs related to the return and refund

The exact restocking fee, if any, will be determined based on the condition of the returned item and the work required to make it available for resale. Any applicable restocking fee will be clearly communicated to you before your refund is processed, and the remaining balance will be refunded to your original payment method in accordance with Section 9 (Refunds).

9. Refunds

Approved refunds will be issued to the original payment method used for the purchase. Refunds are processed after the returned item has been received and successfully inspected. Approved refunds may be subject to a restocking fee as described in Section 8 (Restocking Fee).

The time required for the refund to appear in your account may vary depending on your payment provider or financial institution.

If a promotional gift that is required to be returned is not included with the returned order, its applicable value may be deducted from the refund.

Any applicable non-refundable charges, duties, taxes, shipping charges, restocking fees, or other fees will be handled according to the terms applicable to the original order and the destination country.

10. Exchanges

Eligible items may be exchanged within 30 days, provided that the item meets all return and exchange requirements.

If the replacement item has a higher purchase price than the original item, the customer is responsible for paying the difference.

If an exchange involves an item of lower value, any applicable refund or credit will be determined by Loose Moissanite based on the terms of the exchange.

An exchanged item does not automatically create a new 30-day return or exchange period unless otherwise confirmed by Loose Moissanite.

Custom, personalized, engraved, modified, resized, and repaired items are generally not eligible for exchange unless specifically approved by Customer Care.

11. Damaged, Incorrect, or Incomplete Orders

If your order arrives damaged, incorrect, or incomplete, contact Customer Care as soon as possible at info@loosemoissanite.com or +1 213 331 9371.

Please provide your order number and photographs of the item and packaging when requested.

Do not alter, repair, resize, or modify an item before contacting us, as doing so may affect our ability to evaluate and resolve the issue.

12. Complimentary Resizing

We offer one complimentary resizing for eligible standard rings purchased from Loose Moissanite within 30 days.

The complimentary resizing period begins on the date the order is first available for shipment or pickup.

The standard complimentary resizing range is U.S. ring sizes 4 through 10.

Complimentary resizing includes return shipping and shipping back to the customer when the resizing is approved under this policy.

Resizing Restrictions

The following conditions apply:

• Rings requiring a size outside the recommended range may be subject to additional resizing fees.

• Resizing outside the recommended range may not be possible depending on the ring's design.

• Eternity rings cannot be resized because of their design. However, eligible eternity rings may be exchanged within 30 days, subject to our exchange terms.

• Custom, modified, and engraved rings may be eligible for resizing within 30 days but are subject to applicable resizing fees.

• Certain ring designs cannot be resized regardless of size.

• Resizing eligibility is subject to inspection and approval by Loose Moissanite.

Any applicable resizing fee will be communicated to the customer before the resizing work begins.

13. Resizing After the Complimentary Period

After the 30-day complimentary resizing period, eligible rings may still be resized for a fee, provided that the ring design and requested size permit resizing.

The applicable resizing fee and shipping charges will be communicated before the work begins.

To request a resize, contact Customer Care:

Email: info@loosemoissanite.com
Phone: +1 213 331 9371

You may also contact us through the Loose Moissanite Virtual Assistant using the chat button on our website.

14. Resizing Process

After your resize request is approved, we will provide a return authorization number and shipping instructions.

Please:

1. Place the jewelry securely in its original packaging.

2. Follow any additional packaging instructions provided by Customer Care.

3. Remove or cover old shipping labels and barcodes.

4. Write the return authorization number on the package if instructed.

5. Affix the provided shipping label.

6. Take the package to an authorized staffed shipping location.

7. Retain your shipping receipt as proof of shipment.

Do not send jewelry for resizing without receiving authorization from Loose Moissanite.

15. International Repairs and Resizing

International repair and resizing services may be processed through our facility in Surat, India.

For international customers, the jewelry may need to be shipped to a designated Loose Moissanite address in India for repair or resizing and returned to the same country from which the original purchase was made, where applicable.

International shipments may be subject to customs requirements, import duties, taxes, brokerage fees, or other charges imposed by the destination country.

Customers may be responsible for applicable customs charges, duties, taxes, or other government-imposed fees unless otherwise stated by Loose Moissanite.

Specific shipping and customs instructions will be provided by Customer Care before an international repair or resizing shipment is initiated.

16. Repairs

Repair requests are evaluated individually based on the condition of the jewelry, the type of damage, and the design of the piece.

Some repairs may be subject to service and shipping fees.

Before proceeding with a paid repair, Loose Moissanite will communicate the applicable charges and obtain customer approval where required.

Customers should contact Customer Care before sending any jewelry for repair.

17. Protection Plans

If your jewelry is covered by an Extend Protection Plan or another third-party protection plan, claims must be submitted according to the terms and conditions of that protection plan.

For assistance with a resizing claim under an applicable protection plan, contact:

Email: info@loosemoissanite.com
Phone: +1 213 331 9371

Coverage, eligibility, and claim approval are determined according to the applicable protection plan terms.

18. Comparative Purchasing

Comparative purchasing refers to placing multiple orders or purchasing multiple substantially similar products primarily for the purpose of comparing products in person and returning the products that are not selected.

Because comparative purchasing can affect inventory availability and our ability to maintain competitive pricing, Loose Moissanite does not support comparative purchasing.

We reserve the right to review, restrict, cancel, or decline orders that we reasonably determine are being placed primarily for comparative purchasing.

If you are unsure about the size, design, stone, or specifications of a product, we encourage you to contact our Customer Care team before placing your order so that we can help you make an informed purchase.

19. Lost or Unauthorized Returns

Customers should only return jewelry using the return instructions and shipping method provided by Loose Moissanite.

Loose Moissanite is not responsible for unauthorized returns, packages sent to an incorrect address, packages left at unauthorized drop-off locations, or packages shipped without the required insurance or packaging.

Customers should retain their shipping receipt until the return has been received and processed.

20. Gift Cards

Gift cards are non-transferable and cannot be returned or redeemed for cash, except where required by applicable law.

Unused gift card balances remain available for future purchases under the same gift card reference.

Gift cards may not be replaced or refunded for lost, stolen, or misplaced cards unless required by applicable law.

21. Policy Changes

Loose Moissanite reserves the right to update or modify this Return, Exchange and Resizing Policy from time to time.

The policy applicable to an order will generally be the policy in effect at the time the order was placed, subject to applicable law.

If you have questions about a return, exchange, repair, or resizing request, please contact our Customer Care team before shipping your jewelry.

Customer Care

Email: info@loosemoissanite.com
Phone: +1 213 331 9371