Refund policy

Return and Refund Policy for MoiLuxeDirect

Thank you for shopping with MoiLuxeDirect. We strive to provide high-quality, certified moissanite jewelry to help you grow your business. If you're not completely satisfied with your purchase, please review our detailed return and refund policy below.

1. Eligibility for Returns

  • Return Period: You may request a return within 14 days of the date your order was delivered.
  • Condition: Items must be unused, unaltered, in their original packaging, and in the same condition as when received.
  • Exclusions: Custom, personalized, or special order items are not eligible for return unless defective.

2. How to Initiate a Return

  • Contact our customer support team at info@moiluxedirect.com with your order number, reason for return, and photos if applicable.
  • Once your request is approved, we will provide you with a Return Authorization Number and detailed instructions.
  • Please include the Return Authorization Number on the package.

3. Return Shipping and Costs

  • Customers are responsible for all return shipping costs, except in cases of defective, damaged, or incorrect items.
  • We recommend using a trackable shipping method to ensure safe delivery.
  • We are not responsible for lost or stolen return packages.

4. Inspection and Refund Process

  • Upon receipt, our team will inspect the returned item(s) within 3-5 business days.
  • If the item meets our return criteria, we will process your refund within 5-7 business days.
  • Refunds will be issued to the original payment method used at purchase.
  • If your return is rejected, we will notify you and offer options for return shipping or disposal.

5. Damaged, Defective, or Incorrect Items

  • If your item arrives damaged or defective, please contact us immediately within 48 hours of delivery with clear photos.
  • We will arrange for a replacement or full refund at no extra cost.
  • If you received the wrong item, contact us within 7 days for a resolution.

6. Non-Returnable Items

  • Customized or special order items, final sale items, and items marked as "non-returnable" are not eligible for return or refund.

7. Refunds and Store Credits

  • Refunds will be issued to your original payment method.
  • In some cases, store credit or exchange options may be available if preferred.

8. Questions or Assistance

For further assistance or to initiate a return, please contact our support team at info@moiluxedirect.com