Refund policy

Every Molleln ring is made to order. Precious metals, gemstones, and production time may be committed soon after an order is confirmed, so cancellation, modification, and return eligibility depends on the order stage and whether the ring has been personalized.

Please read this policy before placing an order. To request a cancellation, modification, return, or quality review, email support@molleln.com and include your order number.

1. Definitions

Made-to-Order Ring

A ring produced after an order is placed using the options available on its product page. Selecting a standard ring size, metal, or metal color already offered on the product page does not, by itself, make the ring a Personalized Order.

Personalized Order

A ring is considered personalized if it includes one or more of the following:

Engraving;
A structural change requested by the customer;
A gemstone, size, setting, or other specification that is not offered as a standard option on the product page; or
A Custom Order made wholly or substantially from a customer-supplied image, reference, or individual design request.

Merchandise Amount

The Merchandise Amount is the amount actually paid for the product after discounts. It excludes original shipping charges, rush fees, customs duties, import taxes, gift packaging, and other service charges.

Delivery Date

The Delivery Date is the date on which carrier tracking records the shipment as delivered.

Calendar Days and Business Days

References to “days” in the cancellation and return windows mean calendar days unless this policy expressly states “business days.”

2. Standard Order Cancellations and Modifications

Within 8 Hours of Payment

Cancellation: The order may be canceled without a cancellation charge, and the payment will be refunded.
Modification: The order may be modified without a modification charge if production has not begun and the requested change does not increase the cost.

More Than 8 Hours but No More Than 3 Calendar Days After Payment

Cancellation: A cancellation charge equal to 35% of the Merchandise Amount applies. The remaining refundable balance will be returned to the original payment method.
Modification: A modification charge equal to 20% of the Merchandise Amount applies. The customer must also pay any additional cost created by the requested change.

More Than 3 Calendar Days After Payment

Cancellation: A cancellation charge equal to 60% of the Merchandise Amount applies.
Modification: A modification charge equal to 40% of the Merchandise Amount applies. Available changes will be limited by the ring’s production stage, and the customer must pay any additional cost created by the change.

Orders Near Completion or Already Completed

Once a ring has entered its final production stage or has been completed, it can no longer be canceled or modified. Molleln will determine whether a proposed change remains technically possible based on the actual production record.

3. Rush Order Cancellations and Modifications

Rush Orders enter a prioritized production process shortly after confirmation.

Within 6 Hours of Payment

Cancellation: The Rush Order may be canceled without a cancellation charge, and the payment will be refunded.
Modification: The order may be modified without a modification charge if production has not begun and the change does not increase the cost.

More Than 6 Hours After Payment

Cancellation: The Rush Order cannot be canceled, and the rush fee is nonrefundable except when the order separately qualifies for the limited late rush-fee refund stated in the Shipping Policy.
Modification: A modification charge equal to 40% of the Merchandise Amount applies. The customer must also pay any additional cost created by the change.

All Rush Order modifications remain subject to technical feasibility and production progress. A Rush Order that is near completion or complete cannot be modified.

4. Incorrect Items, Manufacturing Defects, and Fulfillment Errors

What Qualifies

This section applies when Molleln confirms that an issue was caused by a manufacturing, craftsmanship, or fulfillment error. Examples may include:

A gemstone becoming loose or falling out because of a verified setting or craftsmanship defect under normal wear;
A structural manufacturing defect that makes the ring unwearable or unusable;
A serious production error not caused by impact, misuse, or third-party work; or
The style, gemstone type, gemstone size, engraving, or another material design detail differing substantially from the confirmed order information.

What Does Not Qualify as a Manufacturing or Fulfillment Error

Subjective dissatisfaction with the ring’s appearance, proportions, or appearance on the hand;
An incorrect ring size, engraving, style, or customization detail supplied or approved by the customer;
Normal wear, scratches, oxidation, or expected changes to a plated surface;
Damage caused by impact, pressure, chemicals, improper care, loss, theft, or misuse; or
Damage or changes caused by an unauthorized third-party repair, resizing, disassembly, or alteration.

Reporting a Problem

Contact support@molleln.com as soon as possible and no later than 30 calendar days after delivery. Include:

Your order number;
A clear description of the issue;
Clear photographs or video showing the ring and the issue; and
Photographs of the shipping packaging when damage or an incorrect shipment is involved.

Keep the ring, certificate, packaging, and all included items while the claim is reviewed. Do not send the ring back or arrange a third-party repair unless Molleln first provides written authorization.

Available Resolutions

After reviewing the evidence and, when required, inspecting the returned ring, Molleln will select a reasonable resolution based on the nature and severity of the confirmed issue. The resolution may be:

Free repair;
Remake or replacement; or
Full refund.

If the ring cannot reasonably be repaired or remade, or if the item received differs materially from the confirmed order, Molleln will prioritize replacement or a full refund. A minor issue that can be reasonably corrected does not automatically qualify for a full refund.

Shipping for Confirmed Molleln Errors

If Molleln confirms that the issue was entirely caused by our manufacturing, craftsmanship, or fulfillment error, we will cover reasonable authorized shipping costs for the approved repair, replacement, remake, or return. Shipping purchased without prior approval may not be reimbursed.

Issues Reported After 30 Days

Issues first reported more than 30 calendar days after delivery are handled under the applicable Five-Year Limited Warranty rather than the 30-day quality-claim process. Repair, replacement, shipping, and other charges will depend on the warranty terms and the cause of the issue.

5. Returns for Personal Reasons

Return Request Window

An eligible non-personalized ring may be submitted for a personal-reason return within 7 calendar days after delivery. The return request must be emailed to support@molleln.com before the 7-day period expires.

Do not ship the ring until Molleln approves the request and supplies the authorized return address and instructions. The approved parcel must be sent within the deadline stated in the return-authorization email.

Refund Options

For an approved personal-reason return, the customer may select one of the following:

Cash Refund: 30% of the Merchandise Amount returned to the original payment method; or
Store Credit: 50% of the Merchandise Amount issued as Molleln Store Credit.

Original shipping charges, rush fees, customs duties, import taxes, gift packaging, and other service charges are not included in either calculation.

Return Condition Requirements

To qualify, the returned ring must:

Be unworn, undamaged, unmodified, and in its original condition;
Show no signs of use, resizing, repair, or third-party work;
Be returned with its certificate, original packaging, included accessories, and any promotional gift; and
Pass Molleln’s return inspection and remain suitable for material recovery or reuse.

Personalized Orders Are Not Eligible

A Personalized Order cannot be returned for a personal reason. This includes engraved rings, customer-requested structural changes, non-standard gemstone, size, or setting modifications, and Custom Orders made from customer-supplied images or individual design requests.

Choosing a standard ring size, metal, or metal color already offered on the product page does not by itself remove personal-return eligibility. Personalized rings remain eligible for review when there is a verified Molleln manufacturing defect or a material difference from the confirmed specifications.

Other Ineligible Returns

A personal-reason return will not be accepted if:

The request is submitted after the 7-calendar-day return window;
The ring shows wear, damage, contamination, deformation, missing parts, or structural changes;
The ring has been resized, repaired, disassembled, or altered after delivery;
The customer supplied or approved an incorrect ring size, engraving, style, or personalization detail; or
The return is sent without authorization or to an address not supplied in Molleln’s return instructions.

Return Shipping Responsibility

The customer pays all return shipping, customs duties, brokerage charges, and related fees for a personal-reason return.
The parcel must use a trackable shipping service.
The customer is responsible for loss or damage until the parcel is safely delivered to the authorized return address.
Cash-on-delivery and freight-collect returns are not accepted.

Promotional Gifts

Any promotional gift received with the order must be returned unused and in its original condition. If a promotional gift is missing, used, or damaged, its advertised retail value will be deducted from the available cash refund or Store Credit.

6. Return Review and Refund Processing

Email support@molleln.com with your order number, reason for the request, and clear photographs of the ring.
If the request is eligible, Molleln will provide the authorized return address, return deadline, and packaging instructions.
Send the complete return using a trackable shipping service. Do not send a cash-on-delivery parcel.
After delivery, Molleln will inspect the ring and included items.
If approved, Molleln will initiate the refund or issue Store Credit within 3–7 business days after completing the inspection.

A refund to the original payment method may require an additional 5–10 business days to appear, depending on the bank or payment provider.

Store Credit Terms

Store Credit does not expire.
It may be used only by the customer associated with the original order and is not transferable.
It cannot be exchanged or redeemed for cash.
If the full balance is not used on one purchase, the remaining balance may be used later.
It may be used with an ordinary product discount unless the applicable promotion states otherwise, but it cannot be combined with another Store Credit or special compensation credit.

7. Five-Year Limited Warranty

Eligible manufacturing and craftsmanship issues may receive repair or replacement support for five years from delivery. Warranty support is separate from a personal-reason return and does not constitute an unconditional right to a free repair, replacement, or refund.

Coverage, exclusions, local-repair authorization, gemstone replacement, reimbursement limits, shipping responsibility, and plating support are governed by the Molleln Five-Year Limited Warranty. Always obtain written authorization before sending a ring or arranging third-party work. An unauthorized third-party alteration voids warranty eligibility for the entire ring.

8. Trade-In Service

Requesting an Assessment

Email support@molleln.com with the original order number and clear current photographs of the ring. Submission does not guarantee acceptance or a particular credit value.

Eligibility

The ring must be in acceptable condition without obvious misuse, severe external damage, or unauthorized third-party modification.
Engraved and personalized rings require individual assessment.
Molleln may request an in-person inspection of the returned ring before confirming eligibility or value.

Trade-In Credit

An accepted ring may receive credit of up to 40% of its original Merchandise Amount toward a new Molleln order. The final percentage depends on the ring’s condition, materials, order record, and inspection. Trade-In Credit has no cash value and cannot be refunded or transferred.

If the ring does not match the submitted description or fails inspection after receipt, the proposed credit becomes invalid. The customer may then choose whether to pay the full amount for the new order.

Trade-In Shipping

The customer pays the cost of sending the original ring to the authorized assessment address.
The customer remains responsible for the parcel until it is delivered.
After an eligible trade-in is accepted and the new order is paid, Molleln covers standard shipping for the new item.

9. Contact and Applicable Rights

For questions or requests under this policy, contact support@molleln.com. Include your order number and supporting photographs or video when applicable.

Nothing in this policy excludes or limits consumer rights that cannot legally be excluded or limited under applicable law. If a mandatory local consumer law gives you additional rights, those rights continue to apply.