This page explains how MOSO reviews a product concern. The purpose is to distinguish a possible issue present when the item was supplied from normal wear, impact or unsuitable care. The review does not replace the eligibility and remedy rules in the Refund Policy or reduce rights available under applicable UAE consumer law.
What MOSO does—and does not—promise
MOSO does not provide a blanket lifetime warranty. A specific warranty period applies only when it is stated on the individual product page or in written order documentation. When a customer reports a concern, MOSO reviews the product description, order record, photographs or video, and the circumstances described before confirming the next step.
This is a product-concern review by MOSO. It is not represented as an independent laboratory grade, gemological report or third-party professional opinion.
Concerns that should be reported
Contact MOSO if a piece arrives damaged, defective, incorrect or materially different from the description confirmed for the order. Examples may include a component assembled incorrectly, a setting problem visible at delivery, or a supplied item that does not match the confirmed product or option. An example is not an automatic decision: each case depends on the actual item, order information and evidence.
Changes usually associated with wear or damage
- Fine scratches, dents or surface marks from regular use.
- Natural tarnish of sterling silver or gradual wear at contact points on a plated finish.
- Damage caused by impact, pressure, bending, pulling or dropping.
- Exposure to chlorine, salt water, perfume, cosmetics, cleaners or other chemicals.
- Damage linked to showering, swimming, sleeping, exercise or manual work while wearing the item.
- Stone movement or loss after impact, or after continued wear once a setting became loose.
- Alteration, resizing or repair carried out by a third party.
- Damage caused by unsuitable cleaning or storage.
These examples help explain the distinction, but they do not remove any remedy that the law may require for a genuine defect or a product that was not supplied as described.
How to request a review
- Stop wearing the item if the stone, clasp, setting or band appears loose, bent or damaged.
- Keep the item, packaging and any delivery label relevant to the concern.
- Email support@moissanitejewelry.ae with the order number.
- Explain when the issue was first noticed and what happened immediately before it appeared.
- Attach clear photographs of the complete item, the affected area and any damaged packaging.
- Wait for written instructions before sending the item; the registered office is not automatically the return address.
How MOSO reaches an outcome
MOSO compares the supplied evidence with the product page, selected option and order record. If more information or the item itself is needed, the team will explain that in writing before a return is arranged. MOSO will then state whether the concern appears to involve delivery damage, a possible manufacturing issue, normal wear, accidental damage or information that cannot yet be determined.
If a covered defect, incorrect item or material mismatch is confirmed, the available remedy is handled according to the circumstances, the Refund Policy and applicable law. MOSO does not promise a paid-repair service on this page because availability, scope and cost have not been established as a standard service.
Damage visible at delivery
Keep the parcel, inner packaging, item and shipping label, and take clear photographs promptly. Reporting visible transit damage within 24 hours helps preserve evidence and can speed up the review. It is guidance, not a deadline that removes statutory rights.
Care before a concern develops
Stop wearing a piece if a prong catches, a stone moves, a clasp stops closing correctly or the shape changes. Continuing to wear it can make the damage worse. Follow the Jewellery Care guide for cleaning, storage and use.
Consumer-rights boundary
The UAE Consumer Protection Law and its Executive Regulations provide the legal framework for consumer remedies. This page describes MOSO's support process and is not legal advice. If its wording conflicts with a mandatory legal right, that right is not excluded.
Need to start a review?
Use the Contact MOSO page or email support with the order number and evidence listed above. A precise description helps the team review the correct product and selected option.