Return & Exchange Policy
At VIVA MOISSANITE, we confidently stand behind our craftsmanship. We offer a 30-Day Guarantee effective from the date your tracking status shows as "Delivered."
1. The "Make it Right" Guarantee (Quality Issues) If we made a mistake, we will fix it—no complicated returns required. This applies if you receive a defective item (e.g., loose stone) or the wrong style/size sent by our team.
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Resolution: You do not need to ship the item back. Simply email our concierge with clear photos/videos. Once verified, we will immediately ship a free replacement to you.
2. Personal Returns & Size Exchanges We accept returns and size exchanges within 30 days of delivery for change of mind, subject to the following:
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Condition: Item must be in brand-new, unworn condition with all original packaging, tags, and GRA certificates intact.
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Shipping Cost: For personal preference returns, the customer is responsible for all insured international return shipping costs to our designated processing facility.
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Non-Refundable: Original shipping fees (including DHL) are strictly non-refundable.
3. Cancellation Policy
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Within 12 Hours: 100% full refund with no penalty.
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After 12 Hours: Your order has already entered the crafting stage and cannot be canceled. Please follow our standard return policy after the item arrives.
How to Initiate a Request
To ensure a fair and efficient process for all our clients, please follow these steps:
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Email our concierge at service@vivamoissanite.com with your Order Number.
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Provide clear, high-definition Video Evidence demonstrating the defect.
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Verification Requirement: The video must clearly show the VIVA product tag and the internal S925 hallmark.
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The "Make it Right" Decision: VIVA Moissanite reserves the right to request a "Product Destruction Photo" (disabling the defective item) prior to issuing a free replacement, or to request a physical return for expert inspection if a defect cannot be digitally verified.
