Terms & Conditions
By placing an order, all customers agree to the terms & conditions below.
Return & Exchange Policy
If for any reason you are not satisfied with your moissanite, you are entitled to return or exchange your stone, no questions asked! Zen Moissanites 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 20% 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 not eligible for exchange or returns.
Pieces of Jewelry:
Please note that as all Zen Moissanite jewelry pieces are made to order, and as such, we do not accept cancellations, returns or exchanges; all items are final sale. If the product has a defect upon shipping to the client that was missed, we will repair it 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 (no damage).
We offer in-house layaway plans.
We offer repairs and maintenance on rings at a fee. Any and all damage should be covered by an independent insurance (buyer's responsibility) and is not covered by the moissanite gemstone's warranty.
The customer is responsible to return the item to us (cover shipping cost as well as duties and taxes if applicable).
As we create each piece to order, please allow the following timeframes for the production.
Our loose stone turnaround time is 3-4 weeks from the order date.
Our jewelry turnaround time is 6-8 weeks from order date.
Please note that CAD revisions are not taken into account in this production timeframe. As such, please expect an extended production timeframe if revisions are requested by the customer.
Timeframes may increase without notice during peak seasons or due to other circumstances.
Expediting Your Order
Every piece of Zen Moissanite jewelry is carefully handcrafted and made to order after purchase. Although it is possible to complete some orders faster than our standard production timeline (approximately 6-8 weeks from the order date), we encourage you to allow adequate time for your order to be completed, inspected and delivered. Our orders are processed and completed on a first come, first serve basis. That being said, we understand that certain circumstances may lead to wanting an order in a shorter turnaround time. If you require an expedited service and aim for a production timeline under 6-8 weeks, we offer Order Prioritization for a fee of 150 CAD. This fee includes placing your order ahead of others placed before yours, cutting the stone in advance (upon placing the order), starting production as soon as the CAD is approved, and shipping your order using expedited shipping (typically 1-2 business days depending on your location). Keep in mind that if you require multiple revisions to your CAD design, this can extend the production time frame. Opting for Order Prioritization should be discussed prior to placing your order to allow our team to determine if the timeline is feasible and to organize all components to ensure this accelerated process is a success. A deadline will be agreed upon by the client and customer care team before the fee is applied.
Opting and paying for Order Prioritization does not guarantee that we will meet your deadline. This fee guarantees that your order will be fast tracked as much as possible, while ensuring quality craftsmanship. Once the Order Prioritization fee is applied, your purchase will be ranked by delivery date and marked as urgent in the production timeline. If we do not meet the agreed upon deadline, we will reimburse 50% of the Order Prioritization fee. All rush orders must be requested and approved before ordering. Please communicate with our team to set your order as a priority and provide your desired deadline. Our team will inform you if the deadline is feasible and work to prioritize your purchase as much as possible. As always, we work hard to provide clients with efficient service. If you require an expedited order, please inquire with us at email@example.com.
In the event that you have already placed your order and would like your order prioritized mid-way through production, please contact our customer care team as soon as possible to evaluate the likelihood of fast tracking the order and discuss the applicable fees.
Alternatively, for client’s looking to meet a faster deadline, we recommend browsing our selection of in-stock designs. The benefits of the ready to purchase rings are their classic features and ability to be shipped in 3-4 business days (for orders in North America, may take longer in some areas of the world).
Duties, Customs and Sales Tax
We only charge sales tax on Canadian based orders.
International orders are subject to duties and customs tax upon crossing their country's borders. Import duties, taxes, and brokerage fees are not included in the product price or shipping and handling cost and it will be collected upon delivery from the carriers for certain packages. These charges are recipient’s responsibility. You may check with your country’s customs office to determine what these additional costs will be.
As each piece of jewelry is created completely custom, we do not accept returns or exchanges on them (they are final sale). To avoid any type of confusion, we do create a computer design (CAD) of the ring that the client gets to review and approve before we proceed with cutting the gems and casting the piece. You can request as many changes to the CAD as you want until it's just perfect.
We own full rights to every product item we produce, and its designs. All custom pieces are automatically deemed part of Zen Moissanite's portfolio and may be produced more than once, for other clients.