Refund policy
Return & Exchange Policy – Moisfine
At Moisfine, we are committed to exceptional craftsmanship, refined design, and a transparent customer experience. If for any reason you are not completely satisfied with your purchase, we offer a structured return and exchange process, subject to the conditions below.
To request a return, exchange, or cancellation, customers may use our Returns & Cancellations portal:
Customers may also contact us at contact@moisfine.com for assistance.
30-Day Return & Exchange Window
Customers may request a return or exchange within 30 days from the date of delivery.
Requests made after this period will not be eligible, unless otherwise required by applicable consumer protection laws.
For customers whose orders are delivered to a country within the European Union, statutory withdrawal rights apply as described in the “EU Customers – Right of Withdrawal” section below.
Return Eligibility
To qualify for a return:
• The item must be unused, unworn, and in its original condition
• All original packaging, certificates, and documentation must be included
• The piece must show no signs of wear, scratches, resizing, alteration, misuse, or damage
• The return must be requested within the applicable return window
Customized or personalized items are not eligible for return unless confirmed to have a manufacturing defect or unless otherwise required by applicable law.
Moisfine reserves the right to decline returns that do not meet these conditions.
Return Process
To initiate a return or exchange, customers may submit a request through our Returns & Cancellations portal:
Customers may also contact us at contact@moisfine.com and include the order number and reason for the request.
Items must not be shipped back without prior authorization or return instructions from Moisfine.
Return shipping costs are generally the responsibility of the customer unless:
• The item is defective
• An incorrect item was received
• Consumer protection laws require otherwise
In certain cases, Moisfine may provide a return shipping label at its discretion.
Refunds
Refunds are processed after the returned item has been received and inspected. Processing may take up to 10 business days from the date the return is received.
Approved refunds will be issued to the original payment method.
Original shipping costs are non-refundable unless required by law.
Moisfine reserves the right to decline a refund if the returned item does not meet the return eligibility conditions described in this policy.
Exchanges
Exchanges may be requested within 30 days of delivery.
To qualify:
• The item must be unused, unworn, and in its original condition
• All original packaging, certificates, and documentation must be included
Return shipping costs for exchanges may be the responsibility of the customer. Shipping of the replacement item is covered by Moisfine.
We strongly recommend reviewing our size guide before purchasing to minimize exchange requests.
Damaged or Defective Items
If your item arrives damaged or defective, you must notify us within 7 days of delivery and provide clear photos or videos showing the issue, along with your order number.
After evaluation, Moisfine will offer repair, replacement, or refund, depending on the situation.
Shipping costs for confirmed defective or incorrect items are covered by Moisfine.
Lifetime Warranty
All Moisfine jewelry is covered by a Lifetime Warranty against manufacturing defects.
This warranty applies exclusively to structural defects resulting from the production process.
Manufacturing defects typically become apparent during the initial period of normal use.
What Is Covered
• Structural setting faults
• Prong failure due to manufacturing defect
• Stone detachment caused by production defect
• Clasp malfunction caused by factory defect
What Is Not Covered
The Lifetime Warranty does not cover:
• Normal wear and tear
• Scratches, dents, or surface marks
• Plating fading or natural oxidation over time
• Damage caused by exposure to chemicals, perfumes, water, or cleaning products
• Improper care or misuse
• Accidental damage
• Loss or theft
• Repairs or modifications performed by third parties
Natural changes that occur with regular wear are not considered manufacturing defects.
Warranty Claims
To request a warranty evaluation, customers must:
• Contact contact@moisfine.com
• Provide the order number
• Submit clear photos and/or videos showing the issue
If necessary, Moisfine may request the item for inspection before issuing a final decision.
If the issue is confirmed as a manufacturing defect, Moisfine will, at its discretion:
• Repair the item free of charge
• Replace the item with the same model, subject to availability
• Issue store credit equivalent to the original purchase value
Shipping costs related to warranty claims may be the responsibility of the customer unless required otherwise by applicable law.
EU Customers – Right of Withdrawal
If your order is delivered to a country within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing any reason.
To exercise your right of withdrawal, you may submit a request through our Returns & Cancellations portal:
After submitting your request, you will receive an electronic confirmation.
This right is separate from Moisfine’s standard 30-day return and exchange policy. After the 14-day EU withdrawal period, eligible return or exchange requests may still be submitted under Moisfine’s standard 30-day policy.
Returned items must remain unused, unworn, and in their original condition, with all original packaging, certificates, and documentation included.
Return shipping costs are borne by the customer unless the item is faulty, damaged, incorrect, or unless otherwise required by applicable law.
Refunds for eligible EU withdrawal requests will be processed in accordance with applicable EU consumer protection regulations.
Order Cancellations
Customers may request an order cancellation through our Returns & Cancellations portal:
Customers may also contact us at contact@moisfine.com for assistance.
Cancellation requests can only be processed if the order has not yet been shipped or entered a stage where fulfillment can no longer be stopped.
If an order has already been shipped, the customer may need to follow the applicable return or withdrawal process after delivery.
Refusing delivery does not constitute a valid cancellation and will not automatically result in a refund.
Non-Returnable Items
• Gift cards
• Customized or personalized items, unless defective or unless otherwise required by applicable law
• Items showing signs of wear, alteration, misuse, or damage
Return Address
Return instructions and address details are provided individually after return approval.
Please do not ship any item back before receiving return authorization and return instructions from Moisfine.
Contact
For any return, exchange, cancellation, or warranty inquiry, please contact us at: