Last updated: June 4, 2026
This Return & Refund Policy explains when returns, refunds, exchanges, replacements, repairs, or reshipments may be available for Moonsyl orders, including custom crystal bracelets 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 address details are not publicly displayed. To request a return, refund, exchange, replacement, repair, or reshipment review, email info@moonsyl.com or contact WhatsApp +86 17375765008.
Items returned without contacting Moonsyl first may not be accepted or processed correctly.
Products purchased from Moonsyl may be eligible for return or exchange within 30 days after delivery if they meet our return requirements.
To be eligible for a return or exchange, the item should be in acceptable condition and include the original product components, packaging, certificates, gift boxes, accessories, and tags where reasonably possible. Please contact us first before returning any product so we can review your request and provide the correct return instructions.
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.
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, NFC component, 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.
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, 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 30 days after delivery.
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, prepared, packed, or shipped, cancellation may not be available before delivery. After delivery, eligible products may still be returned or exchanged within 30 days according to this policy.
Exchanges may be available within 30 days after delivery 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.
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
Phone / WhatsApp: +86 17375765008
Support hours: Monday to Friday, 9:00–18:00 Beijing Time