Returns & refunds

You can return a stone for a full refund within 14 days of the day it is delivered, for any reason, as long as it:

• has not been set in jewellery or worked on;
• is in the condition you received it; and
• comes back with its certificate and packaging, if it had them.

You pay for the return courier and the stone is your responsibility until it reaches us, so use a tracked service. When it arrives we check it, including that the serial number matches your order, and refund what you paid within 10 working days, to the card or account you paid from. Delivery was free, so nothing is deducted.

A size that isn't in our range is cut to your measurements, so it can't be returned because you've changed your mind. We confirm this, and the price, before you pay. Faulty stones are still covered, as below.

If a stone arrives damaged, isn't what you ordered, or turns out to be defective, tell us as soon as you can. We collect it at our cost and replace it, or refund you if you prefer. For six months after delivery the Consumer Protection Act also lets you choose repair, replacement or a refund for a defective stone.

After that, the SOLA™ lifetime warranty covers any change in a stone's brilliance, fire, colour or clarity.

• Defective stones are always replaced, or credited if you prefer, and we cover the courier.
• Unset stones in the condition you received them can come back within 7 days of delivery, for a refund or a credit on your account. You pay the return courier, and a R150 delivery fee on the original order is not refunded.
• Sizes cut to order, and stones that have been set or worked on, can't be returned except for a defect.

The trade account terms cover the rest of how trade orders work.

• Email sales@moissanite.co.za with your order or invoice number and the stone you're returning.
• We reply with the return address and anything else we need.
• Pack the stone securely in its original stone paper or box, with its certificate.
• Send it with a tracked courier and email us the tracking number.