Refund policy

Return & Refund Policy
Last Updated: August 27, 2025

At Moartti, we stand behind the quality and craftsmanship of every piece we create. If you’re not completely satisfied with your purchase, we’re here to make returns and exchanges simple, secure, and stress-free—because your confidence in us means everything.

1. Return & Exchange Window

  • You may return or exchange eligible items within 15 days of the delivery date.
  • The 15-day return period begins on the day your order is marked “Delivered” by the carrier.
  • Returns initiated after this window cannot be accepted, except in cases of manufacturer defects or shipping errors on our part.

2. Eligibility Requirements

To be eligible for a return or exchange, your item must meet all of the following conditions:

  • Returned in original, unworn condition—free of scratches, damage, or signs of wear.
  • Accompanied by all original packaging, boxes, tags, certificates (e.g., diamond grading reports), and documentation.
  • Not a custom-made, personalized, or engraved item (including but not limited to custom ring settings, bespoke designs, or monogrammed pieces). These are final sale and non-returnable.
  • Not a sample, clearance, or “as-is” item (clearly marked at time of purchase).

3. How to Initiate a Return or Exchange

  1. Contact Us First: Email info@moartti.com or WhatsApp (+591) 62149329 with your order number and reason for return.
  2. Receive Return Authorization: Our team will review your request and, if eligible, provide a Return Merchandise Authorization (RMA) number and return instructions.
  3. Ship the Item Securely: Package the item carefully in its original box and ship it back using a trackable, insured carrier (e.g., FedEx, UPS, DHL).
    • U.S. Customers: We provide a prepaid return shipping label at no cost.
    • International Customers: You are responsible for return shipping costs unless the return is due to our error (e.g., wrong item, defect, or damage). In such cases, we’ll reimburse documented shipping costs up to $50.

  4. Inspection & Processing: Once received, our quality team will inspect the item within 3–5 business days. If approved, your refund or exchange will be processed.

4. Refunds

  • Approved refunds will be issued to your original payment method within 5–10 business days of inspection.
  • Shipping fees (including expedited shipping) are non-refundable, unless the return is due to our error.
  • For international orders, any duties, taxes, or customs fees paid at import are not refundable by Moartti.

5. Exchanges

  • We’re happy to exchange eligible items for a different size, style, or design of equal or greater value.
  • If the new item is of greater value, you’ll be charged the difference.
  • If of lesser value, you’ll receive a refund for the difference (subject to the same terms above).
  • Exchanges follow the same return timeline and condition requirements.

6. Non-Returnable Items

The following items cannot be returned or exchanged, unless defective or shipped in error:

  • Custom-made or made-to-order jewelry
  • Engraved or personalized items
  • Items marked as “Final Sale” or “Clearance”
  • Loose gemstones or diamonds purchased separately

7. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered:

  • Contact us within 48 hours of delivery.
  • Do not dispose of the item or packaging—photos may be required for insurance claims.
  • We will arrange a free return, and you’ll receive a full refund or replacement at no cost, including return shipping.

8. Cancellations

  • Orders may be canceled within 1 hour of placement.
  • Once an order has entered production (especially for custom items) or has shipped, it cannot be canceled and must follow the return process if unwanted.

9. Questions?

Our Customer Care team is ready to assist:
📧 Email: info@moartti.com
📞 Phone/WhatsApp: (+591) 62149329
(Monday–Friday, 9 AM–7 PM EST)

At Moartti, your satisfaction is our promise—crafted with care, backed with confidence. 💎