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Updated Date: April 24, 2026
Business Name: Promise Moissanite
Legal Entity: JYJE BIOLOGICAL TECH LIMITED (碱益佳兒生物科技有限公司)
At Promise Moissanite, we are committed to providing high-quality jewelry and a transparent shopping experience. If you are not fully satisfied with your purchase, please review the policy below.
1. Company Information
Registered Address:
Unit 04, 7/F, Bright Way Tower
No.33 Mong Kok Road, Kowloon
Hong Kong
Customer Support Email: support@promisemoissanite.com
Support Hours: Monday–Friday, 10:00 AM – 5:00 PM (Hong Kong Time)
2. Return Eligibility
You may request a return under the following conditions:
- The item is unused, unworn, and in its original condition
- The item is returned in its original packaging, including all accessories and documentation
- The return request is submitted within 14 days of delivery
Returns requested after this period may be declined.
3. Non-Returnable Items
The following items are not eligible for return:
- Customized or personalized jewelry
- Final sale or clearance items
- Gift cards
- Items that show signs of wear, damage, resizing, or alteration
4. Return Authorization Process
To initiate a return:
- Contact us at support@promisemoissanite.com within 14 days of receiving your order
- Provide your order number and reason for return
- Once approved, we will provide detailed return instructions and the return address
Important:
Returns sent without prior authorization will not be accepted.
5. Return Shipping
- For non-defective items, customers are responsible for return shipping costs
- Original shipping fees (if any) are non-refundable
- We strongly recommend using a trackable and insured shipping method
- We are not responsible for returns lost or damaged during transit
Return Address (After Approval):
Yuzhouxincheng Building 5, 6F, No.5
Jiulongpo District, Chongqing
China
6. Refunds
Once your return is received and inspected:
- Approved refunds will be issued to the original payment method
- Processing time: 5–10 business days
Refunds may be partially reduced or denied if:
- The item is not in original condition
- The return does not meet the eligibility criteria
7. Exchanges
We only offer exchanges in the following cases:
- Item is defective
- Item is damaged upon arrival
- Incorrect item received
If you need an exchange, please contact us at support@promisemoissanite.com.
8. Damaged or Incorrect Items
If your order arrives damaged or incorrect:
- Contact us within 48 hours of delivery
- Provide clear photos of the issue
We will arrange a replacement or full refund at no additional cost.
9. Order Cancellation
- Orders may be canceled within 12 hours of purchase
- After this period, orders may already be processed and cannot be canceled
10. Late or Missing Refunds
If you have not received your refund:
- Check your bank account
- Contact your payment provider
- If the issue persists, contact us at support@promisemoissanite.com
11. Governing Law
This policy shall be governed and interpreted in accordance with the laws of Hong Kong.
12. Additional Notes
- All returns are processed through our international return center in China
- Customers are responsible for complying with local customs and shipping regulations when returning items
If you have any questions regarding this policy, please contact us at support@promisemoissanite.com.
We appreciate your trust in Promise Moissanite.