Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

Safety Policy: To protect your purchase and validate any claims regarding damages or missing items during transit, a complete unboxing video must be provided for all return, exchange, or refund requests.

1. Returns & Exchanges Timeline

  • Return Window: Items can be returned for a refund within 30 days of the shipment date.
  • Exchange Window: Exchanges are accepted within 30 days of the shipment date.

2. Condition & Eligibility Requirements

  • Item Condition: All items must be returned in their original, unworn condition. Pieces showing signs of wear, damage, or third-party modifications (including independent resizing or engraving) are ineligible for return.
  • Authenticity Certificates: Returns must include all original documentation. Missing authenticity certificates will incur a 30% replacement fee per certificate.
  • Pre-Return Photo Verification: Customers must provide at least two clear photos of the item prior to approval.

3. Custom & Final Sale Exclusions

  • Custom Engravings: Engravings are limited to 10–12 characters; requests exceeding this limit will be shipped unengraved. All engraved items are Final Sale and non-returnable.
  • Custom & Made-to-Order Pieces: Made-to-order designs, custom sizes, and custom metals (10K, 14K, 18K Gold, and Platinum) are non-returnable. If a custom return exception is granted, a 35% workmanship fee will be deducted from the total refund.
  • Final Sale & Clearance: Clearance items, custom-made items, and select services are strictly non-refundable and non-exchangeable.

4. Fees & Shipping Deductions

  • Non-Refundable Costs: Original shipping and handling charges are non-refundable unless the item arrived damaged, defective, or incorrect.
  • Restocking & Return Fees: Standard approved returns will have the original shipping fee (varying by country) plus a $30 restocking fee deducted from the final refund amount.
  • Unauthorized Packages: Packages returned without prior authorization or refused upon delivery will not be accepted or refunded.

Exchanges

Reach out within 30 days of delivery to request an exchange. The fastest way to ensure you get what you want is to return the item you have, exchange processing begins once your return is accepted.

Need a different size or style? We offer exchanges within 30 days:

  • Different item of higher value: Pay the difference
  • Different item of lower value: Receive store credit or a coupon for difference

Note: Shipping costs for both directions are the buyer's responsibility for all exchanges.

Please note that we cannot accept exchanges on sale items, gift cards, or custom-engraved pieces.

How to Return an Order

  • Please contact us at support@koseimoissanites.com to receive the correct return address.
  • Returns must include original packaging, materials, gifts, packing slip, and certificates—missing certificates incur a 30% fee each.
  • Place item(s) in the original jewelry box and reuse the original shipping package for optimal protection.
  • Write your order number clearly on the package exterior.
  • Avoid labeling the package with product identifiers such as "jewelry" or "diamonds" to ensure security.
  • The order number must be clearly visible on the package; returns lacking this information cannot be processed.
  • Submit your package at the local post office and retain the receipt as shipment proof.
  • Forward your tracking number or receipt to support@koseimoissanites.com.

 

Return Shipping Costs

Return shipping costs are the buyer's responsibility. We recommend trackable shipping or insurance, as we cannot guarantee receipt of returns.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at support@koseimoissanites.com.

Note: Original shipping fees, handling fees and additional costs are non-refundable except in cases of damage, defects, or order errors.