At MoonStone Jewels, we carefully check and pack every order before dispatch. Since jewellery is a delicate and personal-use product, we follow a limited exchange policy to maintain product quality, hygiene, and customer trust.

Please read this Exchange Policy carefully before placing an order.

1. Exchange Eligibility

Exchange or replacement is available only in the following cases:

  • You received a damaged product
  • You received a defective product
  • You received the wrong product
  • You received an incorrect size or a variant different from your order

To be eligible for exchange, the product must be:

  • Unused and unworn
  • In its original packaging
  • With all tags, labels, invoices, accessories, and packaging intact
  • Reported within the allowed time period mentioned below

2. Exchange Request Time Limit

Customers must raise an exchange or replacement request within 24–48 hours of delivery.

Requests received after this time period may not be accepted.

3. Proof Required for Exchange

To process your exchange request, you must share:

  • Order number
  • Registered mobile number or email ID
  • Clear photos of the product
  • Clear photos of the packaging
  • Unboxing video, especially in case of damage, missing item, or wrong product claim

MoonStone Jewels reserves the right to reject an exchange request if proper proof is not provided.

4. Non-Exchangeable Products

Exchange will not be accepted in the following cases:

  • Product has been used, worn, washed, altered, or damaged after delivery
  • Product is returned without original packaging, tags, invoice, or accessories
  • Damage caused due to mishandling, water, perfume, chemicals, sweat, or improper storage
  • Minor colour variation due to photography, lighting, screen brightness, or display settings
  • Customer selected the wrong product, size, design, or quantity while placing the order
  • Products purchased during clearance sale, final sale, or special promotional offers, unless received damaged or wrong
  • Earrings or other hygiene-sensitive items, if opened or used

5. Return Pickup / Self-Shipping

If your exchange request is approved, our team will guide you regarding pickup or return shipping.

In some locations, reverse pickup may not be available. In such cases, the customer may need to self-ship the product to our address.

The return package must be packed safely to avoid damage during transit.

6. Quality Check Process

Once we receive the product, our team will inspect it.

Exchange or replacement will be approved only after the product passes our quality check.

If the returned product does not meet our exchange conditions, we may send the same product back to the customer.

7. Replacement Timeline

Once approved, replacement will be processed within 3–7 business days, subject to product availability.

If the same product is unavailable, we may offer:

  • A similar product
  • Store credit
  • Another suitable solution after discussion with the customer

8. Refund Policy

MoonStone Jewels primarily offers exchange or replacement, not direct returns or refunds.

Refunds, if applicable in rare cases, will be approved only after internal review and will be processed through the original payment method or another suitable mode within 7–10 business days after approval.

Shipping charges, COD charges, or payment gateway charges may not be refundable unless the issue is from our side.

9. Cancellation Policy

Orders can be cancelled only before dispatch.

Once an order is packed or shipped, cancellation may not be possible.

To request cancellation, please contact us as soon as possible on WhatsApp or email with your order details.

10. Contact for Exchange Support

For exchange or replacement requests, contact us at:

MoonStone Jewels
Email: shop@moonstonejewels.com
WhatsApp / Customer Care: +91 78638 34264

Please include your order number, issue details, product photos, and unboxing video for faster support.