Refund & Returns Policy

Return Window

We offer a 14-day return window from the date of delivery. To be eligible for a return, you must request a Return Merchandise Authorization (RMA) within this period by contacting us at help@moisstone.shop.

Eligibility Requirements

To qualify for a refund, items must:

• Be in original, unworn, and unused condition
• Include all original packaging, tags, and certificates
• Show no signs of wear, damage, or alteration
• Be returned with proof of purchase

Items that have been worn, resized, engraved, or customized in any way are not eligible for return.

Non-Returnable Items

The following items cannot be returned:

• Items marked as final sale or clearance
• Gift cards
• Items damaged due to misuse or improper care

Custom Orders

We will always do our best to accommodate and satisfy our customers. However, for custom orders, once the order has been placed and the customer has approved the prototype, refunds cannot be guaranteed. Please ensure you are completely happy with your custom design before confirming your order.

Return Shipping

Customers are responsible for all return shipping costs. We recommend using a tracked and insured shipping service, as we cannot be held responsible for items lost or damaged in transit. Original shipping charges are non-refundable.

Inspection & Processing

Upon receiving your return, our team will inspect the item(s) within 5-7 business days. If approved, your refund will be processed to the original payment method within 10 business days. Please note that your bank or payment provider may take additional time to post the refund to your account.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us with photographs of the damage. We will arrange a replacement or full refund at our discretion, including return shipping costs for verified defects.

Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please return it for a refund and place a new order for the desired item.

Contact Us

For return requests or questions about our policy, please email us at help@moisstone.shop. Include your order number and reason for return.