Refund policy

Return & Exchange Policy – Moisfine

At Moisfine, we are committed to exceptional craftsmanship and refined design. If for any reason you are not completely satisfied with your purchase, we offer a structured and transparent return and exchange process.

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.

For customers located in the European Union, statutory withdrawal rights apply as described in the EU Customers section below.

Return Eligibility

To qualify for a return:

• The item must be unused 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 30 days of delivery

Customized or personalized items are not eligible for return unless confirmed to have a manufacturing defect.

Moisfine reserves the right to decline returns that do not meet these conditions.

Return Process

To initiate a return, please contact contact@moisfine.com within the 30-day window and include your order number and reason for return.

Items must not be shipped back without prior authorization.

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 of receipt.

Approved refunds will be issued to the original payment method.

Original shipping costs are non-refundable unless required by law.

Exchanges

Exchanges may be requested within 30 days of delivery.

To qualify:

• The item must be unused and in original condition
• All packaging 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 exchanges.

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 items are fully 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 you are located in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing any reason.

You must notify us within the 14-day period.

Returned items must remain unused and in original condition.

Return shipping costs are borne by the customer unless the item is faulty or incorrect.

Refunds will be processed in accordance with applicable EU regulations.

Order Cancellations

Orders cannot be canceled once processing has begun.

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)
• Items showing signs of wear, alteration, or damage

Return Address

Return instructions and address details are provided individually after return approval.

Contact

For any return, exchange, or warranty inquiries, please contact contact@moisfine.com.