Politique de remboursement

ORDER CANCELLATION & REFUND POLICY

Our refund policy is universally and rigorously applied to all order cancellations, with consistent and equitable enforcement cancellation fees based on the timeline. There will be no exception to this rule. Purchasing from Zen Moissanite signifies that you agree and accept the Zen Moissanite Terms of Service, Terms & Conditions & Refund Policy.

1. ZEN MOISSANITE MADE TO ORDER JEWELRY

Order cancellations on Zen Moissanite Made To Order Jewelry are subject to cancellation & restocking fees, which vary based on the stage of production.

1.1 BEFORE CAD APPROVAL

At this point, production has not begun: we have mobilized the front of the house to prepare your file as well as our production manager and design team to start producing your CAD and reserve materials. At this point, if for any reason, you do not want your item anymore, we will issue a partial refund or store credit subject to cancellation & restocking fees:

1.1.a Within the first week of purchase (within 7 days from order date)

• Partial refund: Amount paid minus 25% fees

• Store Credit: Amount paid (No Applicable Fees)

1.1.b After the first week of purchase (after 7 days from order date)

• Partial refund: Amount paid minus 35% fees

• Store Credit: Amount paid (No Applicable Fees)

1.2 AFTER CAD APPROVAL

At this point, production has begun: we have mobilized the front of the house to prepare your file as well as our production manager and design team to produce your CAD and reserve materials. Additionally, your gem has been or is in the process of being cut, we have begun your wax mold or starting to cast your ring or setting your gem(s). At this point, if for any reason, you do not want your item anymore, we will issue a partial refund or store credit subject to cancellation & restocking fees:

• Partial refund: Amount paid minus 50% fees

• Store Credit: Amount paid minus 30% fees

1.3 ONCE YOUR RING IS READY

At this point, your order is complete and ready to ship. If for any reason, you do not want your item anymore, we will issue a partial refund or store credit subject to cancellation & restocking fees:

• Partial refund: Amount paid minus 70% fees

• Store Credit: Amount paid minus 50% fees

2. ZEN MOISSANITE IN STOCK JEWELRY

Order cancellations on Zen Moissanite In Stock Jewelry are subject to cancellation & restocking fees.

2.1 WITHIN 24 HOURS OF PURCHASE

If for any reason, you do not want your in stock item anymore, we will issue a partial refund or store credit subject to cancellation & restocking fees within 24 hours of placing your order:

Partial refund: Amount paid minus 20% fees
Store Credit: Amount paid (No Applicable Fees)

2.2 OVER 24 HOURS AFTER PURCHASE

We do not accept cancellations over 24 hours after purchase for in stock items as the package is scheduled to be picked up or already out for delivery.

3. ZEN MOISSANITE LOOSE GEMSTONES

3.1 MOISSANITE, LAB-EMERALD, LAB-SAPPHIRE

Excludes Lab-Diamonds

1.1.a Within the first week of purchase (within 7 days from order date)
• Partial refund: Amount paid minus 35% fees
• Store Credit: Amount paid (No Applicable Fees)

1.1.b After the first week of purchase (after 7 days from order date)
• Partial refund: Amount paid minus 50% fees
• Store Credit: Amount paid (No Applicable Fees)

If for any reason you are not satisfied with your loose gem, you are entitled to return or exchange your stone, no questions asked! Zen Moissanite gems have a 7-day return policy which means you must return it to us (in Ottawa, Canada) within 7 days of having received it yourself.

Each of these transactions have a 50% restocking fee associated with them. The buyer is also responsible to return the stone to us (cover shipping cost as well as duties and taxes if applicable).

For refunds, all of the parts that you received must be returned to us such as the packaging and warranty card. Exception: any custom cuts (not listed on website) are final sale. They are not eligible for exchanges or returns and are non-refundable.

3.2 LAB-DIAMONDS

Zen Moissanite loose Lab Diamonds are final sale. They are not eligible for exchanges or returns and are non-refundable.

4. PAYMENT PLAN CANCELLATIONS

Order cancellations on Zen Moissanite Payment Plans are subject to cancellation & restocking fees, which vary based on the stage of production. Policies 1, 2, & 3 are relevant to determine the applicable fees and procedure. Policies 1, 2 & 3 in the context of payment plan cancellations will consider the full amount owed (total invoice) when calculating the associated fees, not the amount paid towards the invoice.

5. ORDER PRIORITIZATION CANCELLATIONS

Order Prioritization cannot be canceled at any point during production nor can it be refunded* once purchased.

6. RETURNS & EXCHANGES

6.1 ZEN MOISSANITE LOOSE GEMS

See Policies 3.1 & 3.2

6.2 ZEN MOISSANITE JEWELRY

We do not accept returns or exchanges on any Zen Moissanite Jewelry (made to order or in stock items) regardless of condition (new or used). We do not offer partial refunds or have a trade-in program but can work in collaboration with the client to recycle as much materials from your current design to create a new design.

7. DEFECTIVE OR SUBSTANDARD ITEMS

If a Zen Moissanite product has a manufacturer defect upon shipping to the client that was incurred during transit or missed during our quality assurance inspection, we will repair it under our Manufacturer’s Warranty or offer an exchange (our discretion). These exchanges can only be done within 7 days of receiving the piece and the piece must be returned in new condition (unworn & no incidental or wear & tear damage).

8. ZEN MOISSANITE REFUSING CLIENTS

The Zen Moissanite team reserves the right to refuse clients and cancel orders at any stage of production. In these instances, Zen Moissanite will partially refund the client and retain the applicable cancellation & restocking fees as outlined in our Order Cancellation & Refund Policy.

Client refusal may come as a result of (but is not limited to) online or in person:

Use of offensive and/or abusive language towards staff
Harassment and/or threats towards staff
Inappropriate Behaviour towards staff

Please note that the Zen Moissanite team will not tolerate harassment of any kind during the course of their transaction/production, and reserves the right to end our business relation with a client and cancel their order.