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.
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.