Refund policy

We want every MOSO order to arrive as described and in good condition. This policy separates a voluntary exchange for change of mind from the remedies available when an item is damaged, defective, incorrect or not as described.

Seven day exchange for change of mind

You may request an exchange within 7 calendar days of delivery. To be eligible, the item must be unworn, unused and returned in its original packaging with proof of purchase.

For an approved change of mind exchange, the customer is responsible for the return and replacement delivery costs. Exchanges depend on product and size availability. Our team will confirm the available options and any price difference before you send the item.

We do not offer cash refunds for change of mind. This voluntary policy does not reduce your legal rights if the item is damaged, defective, incorrect or not as described.

Items that do not meet the exchange conditions

An item may be declined for a voluntary exchange if it shows wear, scratches, bending, impact, chemical exposure, alteration, missing parts or damage caused after delivery. Items sent without the original packaging or proof of purchase may also be declined.

Damaged, defective, incorrect or misdescribed items

If your order arrives damaged, appears to have a manufacturing defect, is not the item ordered or is materially different from its description, contact us promptly. Depending on the assessment and applicable law, an appropriate remedy may include repair, replacement, return or refund.

Keep all packaging and send clear photographs or video of the item, the parcel and the shipping label. Reporting visible delivery damage within 24 hours helps us investigate with the delivery provider. A later report is not automatically rejected where statutory rights apply.

Where MOSO approves a claim for an item that was damaged, defective, incorrect or misdescribed at delivery, MOSO will arrange or reimburse reasonable approved delivery costs as appropriate.

How to request an exchange or assessment

  1. Email support@moissanitejewelry.ae.
  2. Include your order number, the item name and the reason for your request.
  3. For a product issue, include clear photographs or video.
  4. Wait for written return instructions before sending the item.
  5. Pack the item securely and use the approved return details.

Items sent without prior return instructions may take longer to identify and assess.

Order changes and cancellations

If you need to change a size, address or order detail, contact us as soon as possible. We will try to help before dispatch. Once processing or dispatch has started, a change or cancellation may no longer be possible.

Product assessment

Normal wear, tarnish, plating wear, accidental impact and damage caused by misuse are different from a manufacturing defect. Read Warranty and Product Assessment for the assessment process and Jewellery Care for practical care guidance.

Contact and return instructions

Email: support@moissanitejewelry.ae
Customer service phone: +971 55 943 2537
WhatsApp: +971 52 440 8373

Legal business name: MOSO JEWELRY L.L.C-FZ
Trade licence: 2652948.01
Registered address: Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.

Please wait for written return instructions before sending an item. The approved return details may differ from the registered address.