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We stand behind the quality and craftsmanship of our products and are committed to achieving 100% customer satisfaction. In the unlikely event you experience a problem or concern with your jewellery, please contact us immediately. You can choose to exchange your piece or to return it for a full refund. This will be paid back to you via your original payment method.
MOH purchases are void of lifetime warranty and refunds or exchanges the moment a third-party jeweler attempts to work on any piece of our jewellery.
To be eligible for a refund, the customer must initiate the return within 30 days and must return it within one week of notifying us. Dependent on the date of notification, the item must be returned no later than 37 days after the date the order was ready for collection or delivery, in its unworn and original condition without any damage, and with all accompanying documents and materials.
Important Note: We cannot accept any jewellery that is bespoke or engraved, anything that has been already resized. We cannot accept returns that have been worn, altered or damaged. We reserve the right to refuse return of any item that does not meet our return requirements according to MOH sole discretion.Our assessment department will verify all returns before any refunds can be processed. Please note that processing your refund request could take several days, so we ask that you please be patient.
For some bespoke designs, we’ll deduct a £200 amount from your returns total should you choose to return your item. If your item is not eligible for a full refund, you’ll be notified by your consultant and on your quotation page before placing your order.
To initiate the refund process, please [email protected]
In the unlikely event that you are dissatisfied with your purchase, please adhere to the following returns policy:
1. Return Timeframe: Products must be returned within 30 days of receipt.
2. Condition: Items must be unworn, undamaged, and in a perfect saleable condition.
3. Non-Refundable: For hygiene reasons, earrings and other pierced jewellery cannot be returned. Additionally, customized jewellery is eligible only for an exchange.
4. Documentation: The item must be returned with its original packaging and all supporting paperwork, including any GIA or IGI certificates and gemstone grading reports.
5. Original Components: The jewellery must not be missing any of its original diamonds or gemstones.
6. Alterations: MOH purchases are void of lifetime warranty and refunds or exchanges the moment a third-party jeweller attempts to work on any piece of our jewellery.
7. Exclusions: Bespoke commissions, personalised items, or engraved items are excluded from the returns policy unless faulty or otherwise agreed in writing. Orders with diamonds priced above £6,000 (excluding VAT) are also excluded unless faulty or otherwise agreed in writing.
If your purchase meets the criteria outlined above, a refund will be issued within 28 days of return. This will be paid back to you via your original payment method.
If you have lost your GIA certificate, it can be replaced. However, you must inform your customer care before returning the item, and they will provide instructions. Please note that replacing a certificate is a lengthy and costly process; therefore, we reserve the right to deduct a £350 fee per missing certificate from your refund.
Please note that replaced or repaired rings are non-returnable and non-exchangeable. If you exchange your item for a replacement, have your diamond reset into another ring, or request a new diamond to be set, your order will no longer be eligible for return or exchange.
If you are unsure whether your jewellery can be returned, please contact our customer care or email [email protected]
As noted, bespoke purchases, personalised, or engraved items are excluded from our returns policy unless faulty. However, we will offer an exchange within 30 days for a bespoke commission as long as it has not been engraved or worn. Exchanges may incur restocking charges to cover production costs, which are at the discretion of MOH. If you choose to cancel a bespoke purchase during production, you may incur costs if production has already commenced.
Returns can be made either in person or via delivery. To return an item in person, please schedule an appointment. For returns by delivery, please follow these important steps:
1. Contact Us: Before returning your item, email us at [email protected], call us at +44 75867 75867, or contact your consultant directly to discuss your return.
2. Packaging: Once your return is confirmed by our customer care team, package your item in its original packaging, including any GIA or IGI diamond or gemstone certificate.
3. Addressing the Package: Avoid indicating the value of the contents or mentioning terms such as ‘jewellers’, ‘diamonds’, or ‘valuables.’ Address the package as follows:
FAO,
MOH
88-90 Hatton Garden
London EC1N 8PN
United Kingdom
4. Shipping Instructions:
For returns within the UK, use Royal Mail Special Delivery Guaranteed, ensuring the package is tracked, insured, and obtain proof of posting. Mark the parcel as fragile and specify that it should not be left with a neighbour or on the doorstep.
For returns from outside the UK, select a reputable courier that offers tracking and insurance, and obtain proof of dispatch.
From the EU: We recommend DHL for returns, and send the tracking number to your MOH contact.
From Other Countries: Use FedEx, include the commercial invoice provided by customer care, and send the tracking number to your MOH contact. Note that international shipments may incur customs fees, which you should cover to avoid deductions from your refund.
MOH will not accept responsibility for returns that do not follow these instructions or are improperly packaged. We reserve the right to refuse returns that do not comply with our guidelines.
We reserve the right to reject a return if these steps are not meticulously followed and will not be liable to repair, replace, or refund the item.
Please ensure your jewellery meets the return criteria or consult with our customer care representatives before proceeding.
While we do offer all customers free shipping when delivering your order, we kindly ask you to cover the shipping charge when returning to us.
To be eligible for a refund, the customer must initiate the return within 30 days and must return it within one week of notifying us. Dependent on the date of notification, the item must be returned no later than 30 or 37 days after the product delivery or collection, in its unworn and original condition without any damage, and with all accompanying documents and materials.
While most of our products are covered by our standard returns policy, some special designs may not be eligible for return or may incur non-refundable fees. For certain bespoke designs, a £200 deduction may apply if you choose to return the item. Items not eligible for a full refund will be communicated by your consultant and noted on your quotation page before purchase.
Rings set with the following gems are non-refundable:
- Natural diamonds valued over £6,000
- Lab-grown diamonds valued over £3,000
- Coloured gemstones valued over £4,000
- Custom-shaped gemstones or diamonds of any value
Loose or unset diamonds may also differ from our standard policy.
For non-resizable designs, the ring mount is not covered by our returns policy. Our consultant will inform you of any return policy exclusions related to design features prior to purchase.
Improperly packaged returns will be refused upon receipt. Returns missing necessary paperwork (including the GIA or IGI report) or product(s) will not be processed.
Exchanges for another ring are non-returnable, unless due to a manufacturing issue.
Please note that items purchased through our "Build Your Own" modules (for Engagement Rings, Pendants, and Earrings) are considered custom pieces and are therefore non-refundable. However, you may still exchange these items. Additionally, any added design elements or embellishments, such as a diamond-set bridge or diamond halo, will incur standard charges.
If you wish to exchange a ring for a different one within 30 days of receiving your order, we will facilitate this, though you will need to cover the return shipping charge.
Fees for exchanges include:
- £250 handling and restocking fee for engagement ring exchanges or replacing a center stone into a new design.
- £100 handling and restocking fee for wedding ring exchanges.
Any replaced or newly set rings are non-returnable and non-exchangeable. Exchanges, resets, or new diamond settings make the order exempt from future returns or exchanges.
UK customers receive one free ring resize within six months of receiving or collecting their order. Additional resizing outside this period is available for UK customers for a fee.
UK customers should return the ring to our London outlet or cover the shipping cost for returns, with the return shipping back to you covered by us.
EU customers needing resizing, aftercare, or inspection should contact our Customer Care Team at [email protected] for return shipment assistance.
International customers should allow a minimum of 3 weeks for aftercare services.
If resizing requires more than two sizes within six months, a fee starting from £300 (incl. VAT) may apply to remake the ring. Please refer to our Resizing Policy for details.
Upon receipt of your returned item in its original condition, the diamond will be weighed and checked against its grading certificate, and our quality assurance experts will evaluate the piece.
For faulty items, a full refund will be issued.
Legal rights regarding faulty or misdescribed products are not affected by our returns policy.
Refunds will be processed within 5 to 7 business days using the original payment method, which may take up to 28 days from receipt depending on location and payment method.
Kindly inform us that you would like to return an order by sending us an email at [email protected]. It is very important that when you return an item that we know the order number to which it relates, as well as your details. Please clearly state whether you want a refund or an exchange. Without these details we won't be able to take the action you require. The cost of returning the item to us is your liability. Please use the original packaging for the return.
You can arrange for the item(s) to be sent back to us through any postal service of your choice. Items should wherever possible be returned in their original packaging with any enclosed documentation. The item is your responsibility until it reaches us, so for your own protection; we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We will not assume responsibility for reimbursement or compensation in the event that return packages are lost, stolen, or mishandled.
International Returns
Note: If you are returning anything to us from outside the UK you must complete a customs declaration correctly indicating that the package contains 'returned goods' or similar. If your parcel is stopped in UK customs and a charge levied, we will refuse payment and the package will be returned to you. Under no circumstances will we pay customs duty in order to receive back our goods. We reserve the right to inspect the product prior to approving your refund request.
If you believe you received an item in error or a defective item, please email us so that we can assist you. We ask you to take reasonable care of the goods you purchase while they are in your possession.
At MOH, we are committed to supporting a circular economy and promoting sustainable practices. While we do not sell second-hand jewellery, we are dedicated advocates of recommence and responsible sourcing.
We offer a buy-back service for fine jewellery originally purchased from our store or website. This initiative aligns with our values of sustainability and extends the lifecycle of high-quality pieces. By choosing to return your jewellery to us, you contribute to a more sustainable approach to luxury and craftsmanship.
If you are interested in selling or returning your fine jewellery, please reach out to us. Our team will guide you through the process and ensure you receive a fair assessment of your piece. This service reflects our commitment to not only creating exquisite jewellery but also fostering responsible practices throughout its lifecycle.
