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Last updated: June 16, 2026
This Return & Refund Policy explains when returns, refunds, exchanges, replacements, repairs, or reshipments may be available for Moonsyl orders, including custom crystal bracelets, jewelry surprise scoop orders, and standard jewelry products such as moissanite rings, necklaces, earrings, and other non-custom jewelry items.
Please contact us before sending any item back. Return instructions are not publicly displayed. To request a return, refund, exchange, replacement, repair, or reshipment review, email info@moonsyl.com.
Items returned without contacting Moonsyl first may not be accepted or processed correctly.
Custom crystal bracelets are handmade according to your selected design, wrist size, materials, quantity, charms, spacers, and confirmation. However, we want you to feel confident when ordering from Moonsyl. Custom crystal bracelets may be returned or exchanged within 30 days after delivery, as long as they meet our return requirements and are returned in acceptable condition.
Because each custom bracelet is handmade, the final product may have minor differences from the digital preview or product photos. Natural crystal variations, handmade arrangement differences, and small visual differences are normal and are not considered defects.
Jewelry surprise scoop orders are prepared as a surprise selection. The exact items, colors, styles, crystal types, jewelry combinations, accessories, packaging details, and quantities may vary depending on the scoop option, product availability, and the surprise format shown on the product page.
Because surprise scoop products are selected randomly or semi-randomly, returns, exchanges, or refunds are generally not available only because the customer does not like the surprise item, expected a different color or style, received an item with a different perceived value, received a similar item, or changed their mind after seeing the result.
If a jewelry surprise scoop order arrives damaged, incomplete, missing items, clearly different from the purchased scoop option, or has a confirmed quality issue caused by Moonsyl, we may offer replacement, reshipment, exchange, partial refund, repair, or another reasonable solution depending on the case.
Natural crystal variations, normal jewelry finishing differences, random assortment differences, and small differences between promotional photos, videos, live previews, scoop examples, and the final received items are part of the surprise scoop experience and are not considered defects.
Standard jewelry products, including non-custom moissanite rings, necklaces, earrings, and other ready-made jewelry items, may be eligible for return or exchange within 30 days after delivery if they are unused, unworn, undamaged, unaltered, and returned in acceptable condition with the original packaging and product components where reasonably possible.
Moissanite is a lab-created gemstone and is not a natural diamond. Product descriptions may refer to moissanite as a diamond alternative or diamond-like gemstone, but it should not be understood as a natural diamond. Stone size, color, sparkle, and appearance may vary slightly depending on lighting, screen display, photography, stone cut, setting, and production batch.
Customized, engraved, resized, modified, made-to-order, or specially requested jewelry may have limited return eligibility unless there is a confirmed quality issue, wrong item, damaged item, or other issue caused by Moonsyl.
Customers are responsible for selecting the correct ring size before placing an order. If you are unsure about your size, please check our size guide or contact us before ordering.
For standard, non-custom rings, size exchange may be available within 30 days after delivery if the ring is unused, unworn, undamaged, unaltered, and the requested size is available. If the size issue was not caused by Moonsyl, the customer may be responsible for return shipping, reshipping, or related exchange costs.
Rings that have been worn, damaged, resized by a third party, engraved, modified, or specially made for the customer may not be eligible for size exchange unless there is a confirmed issue caused by Moonsyl.
For custom crystal bracelets, Moonsyl may confirm the design with you before shipment. Please review all design details carefully before confirmation, including wrist size, selected materials, quantity, charms, spacers, and overall layout.
If you need to change or cancel a custom bracelet order, please contact us as soon as possible. If the order has already entered production, been customized, packed, or shipped, we may not be able to cancel or change it before delivery. However, you may still request a return or exchange within 30 days after delivery according to this policy.
If any crystal bead, charm, spacer, accessory, elastic cord, or related bracelet component is lost, missing, detached, damaged, defective, or becomes unusable during normal use within 30 days after delivery, Moonsyl may provide a free replacement part or free replacement service.
For standard jewelry, if a stone, clasp, chain, setting, prong, or other jewelry component arrives damaged, is missing, or has a confirmed manufacturing defect within 30 days after delivery, Moonsyl may offer repair, replacement, exchange, reshipment, partial refund, or another reasonable solution depending on the case.
For jewelry surprise scoop orders, if an included item or component arrives damaged, is missing, or has a confirmed quality issue caused by Moonsyl, we may review the case and offer a reasonable solution based on the affected item and available stock.
Customers may be asked to provide the order number and clear photos or videos showing the issue so we can process the replacement properly. Replacement availability may depend on material or product stock. If the original material, stone, size, or product is unavailable, Moonsyl may offer an equal or similar replacement.
We may offer a refund, exchange, replacement, reshipment, repair solution, free component replacement, or partial refund if one of the following is confirmed:
Refunds, returns, exchanges, or free replacements are generally not available for:
To review damage, wrong item, missing component, serious quality issue, lost package, jewelry defect, ring size issue, surprise scoop issue, or replacement request, we may ask for photos, videos, packaging images, order number, tracking information, product labels, certificates, and a description of the issue.
If the item arrives damaged, wrong, or incomplete, please contact us within 7 days after delivery so we can review the issue quickly. For component loss, detachment, or damage during normal use, please contact us within the applicable review period for the product type.
After a refund is approved, it usually takes 5–10 business days for the refund to appear, depending on your bank, card issuer, payment provider, or platform processing time.
If you need to cancel an order, contact us as soon as possible. If the order has already entered production, been customized, selected, prepared, packed, or shipped, cancellation may not be available before delivery. After delivery, eligible products may still be reviewed according to this policy.
Exchanges may be available if the product meets our exchange requirements and stock is available. This includes custom crystal bracelets, standard jewelry products, non-custom products, and eligible replacement situations. Jewelry surprise scoop orders are not exchangeable only because of preference differences, but may be reviewed if there is a confirmed issue caused by Moonsyl.
If the original material, charm, spacer, bead, accessory, stone, size, or jewelry product is unavailable, Moonsyl may offer an equal or similar replacement option.
Email: info@moonsyl.com