Return & Exchange

Shop with Confidence

30-Day Return & Exchange Policy

At Luna Moissanite, we are committed to providing a comfortable and enjoyable shopping experience. If you are not completely satisfied with your purchase, we offer a 30-day return and exchange policy.

You may request a return or exchange within 30 days from the date you receive your order.

To be eligible, items must be returned in their original condition, unworn and undamaged, with the original packaging and jewelry tags, where applicable.

Return & Exchange Process

Step 1: Review Our Policy

Please carefully review our Return & Exchange Conditions, Non-Refundable Items, and Refund & Fee Policies before submitting your request.

Step 2: Contact Us

Email service@lunamoissanite.com to request return or exchange authorization.

Please do not ship your item before receiving return instructions from our customer service team.

Step 3: Ship the Item

Once your return or exchange has been approved, ship the item according to the instructions provided by our customer service team.

Please email us your tracking number and shipping carrier within 7 days after the return or exchange has been authorized.

Step 4: Inspection

Once Luna Moissanite receives your package, our team will inspect the returned item to confirm that it meets the applicable return or exchange conditions.

Step 5: Resolution

• Return: Once approved, your refund will be processed according to our refund policy.

• Exchange: Once approved, we will assist you with the exchange process. Any applicable exchange fees will be communicated before the exchange is completed.

Important

Please do not send your return to the address shown on your original package. Our return address may be different. Using an incorrect return address may delay or prevent the processing of your return.

Return & Exchange Conditions

1. Authorization Required

All returns and exchanges require prior authorization from our customer service team.

Items returned without authorization may not be accepted or processed.

Please contact service@lunamoissanite.com before sending anything back.

2. 30-Day Time Frame

Return and exchange requests must be submitted within 30 days from the date your order was delivered.

3. Original Condition

Returned items must be:

• Unworn and unused

• Undamaged and free from scratches or signs of wear

• Not resized, altered, engraved, or modified

• Returned in their original packaging

• Returned with original jewelry tags or labels, where applicable

Plated Jewelry: Our white gold, yellow gold, and rose gold jewelry is plated over 925 sterling silver. Gradual wear or fading of the plating caused by normal use, friction, moisture, chemicals, or improper care is considered normal wear and is not considered a manufacturing defect.

4. Trackable Shipping

All returns and exchanges must be shipped using a trackable shipping method.

Untracked packages may not be processed if the shipment cannot be verified.

Customers are responsible for retaining their tracking information until the return or exchange has been completed.

5. Promotional Gifts

If your order included a promotional gift, the gift must be returned together with the eligible item when required.

If the promotional gift is not returned, its retail value may be deducted from your refund.

6. 25% OFF 2+ Items Promotion

For orders placed using the 25% OFF 2+ Items promotion:

• Partial Return: If you return part of your order and the remaining item(s) no longer meet the 2-item minimum requirement, the item(s) you keep will be recalculated at the applicable regular price. The difference will be deducted from your refund.
• Full Return: If you return all items from the promotion and they meet our return conditions, the return will be processed according to our standard return policy.

Non-Refundable Items

The following items are not eligible for return or exchange:

• Items that have been worn, damaged, resized, altered, or modified

• Items returned without applicable jewelry tags or original packaging

• Replacement or exchange items that have already been worn

• Special-order or customized items, including custom sizes or custom colors

• Clearance or final-sale items

Refunds

Refund Processing

Once we receive and inspect your returned item:

1. Returns are generally processed within 5 business days after the package is received.

2. Approved refunds to the original payment method are generally issued within 7 business days after processing.

3. The actual time for funds to appear in your account may vary depending on your payment provider or financial institution.

Refund Methods

Depending on the circumstances and your request, an approved refund may be issued as:

• Refund to the original payment method, or

• Store credit / gift card

Important Refund Information

To receive a refund to your original payment method, please contact our customer service team at service@lunamoissanite.com for authorization before returning your item.

Original shipping fees and additional shipping charges are non-refundable, unless the return is due to an error on our part or another circumstance approved by our customer service team.

Return Processing Fee

Due to the handling and inspection required for returned jewelry, a 30% processing fee will be deducted from approved refunds issued to the original payment method.

This fee applies to eligible returns made due to reasons such as:

• Change of mind

• Personal preference

• Incorrect size ordered

• The item does not meet the customer's personal expectations

If you choose to receive your approved refund as store credit, the 30% processing fee will not be charged.

Shipping Fee Reimbursement & Exchange Fees

$10 Store Credit for Return Shipping

A $10 store credit may be provided in the following circumstances:

1. You received an incorrect item.

2. Your item arrives broken or with a confirmed manufacturing defect.

3. Your item has incorrect engraving due to an error on our part.

For damaged or defective items, please contact us within 48 hours of delivery and provide clear photos or videos of the issue.

$8 Exchange Shipping Fee

An $8 exchange shipping fee applies when the exchange is requested because:

1. The wrong size was ordered.

2. You do not like the item after receiving it.

3. You would like to exchange the item for personal preference.

Any applicable exchange fees will be communicated before the exchange is processed.

Cancellation Policy

We want to make sure your order is made exactly as requested. Please carefully review your shipping address, product selection, size, and order details before completing your purchase.

• Orders enter production 8 hours after payment is received.

• Cancellation requests received within the first 8 hours may be canceled without a cancellation fee, provided production has not already begun.

• Cancellations requested after the 8-hour period may be subject to a 30% material and processing fee.

• Orders that have already been dispatched cannot be canceled. Once dispatched, the order must follow our applicable return policy.

Need Help?

If you have any questions about our Return & Exchange Policy, please contact our customer service team:

Email: service@lunamoissanite.com

We are always happy to help and will do our best to make your Luna Moissanite experience as smooth as possible.