Aftersales & Cancellation Policy

• Order status, production updates, and shipping or tracking enquiries.
• Product, specification, and material questions.
• Communication with our atelier regarding an existing commission.
• All aftersales enquiries are handled by Client Services at support@mopaiereternal.com.

• Except where otherwise required by applicable law, all sales are final once an order has shipped.
• We do not accept returns for change of mind, preference, sizing, or other discretionary reasons after shipment.
• Mopaier Eternal does not offer exchanges.
• Resized, engraved, custom-made, and special-order pieces are final sale.
• Approved refunds are issued only to the original payment method.
• Nothing in this policy limits any rights or remedies that cannot legally be waived.

• An automatic 24-hour cancellation window applies only when checkout and the order page expressly display “Authorized — not charged yet” together with a cancellation deadline.
• Availability of that window depends on the payment method used and the checkout configuration in effect at the time of the order.
• If that notice is not displayed for an order, no automatic 24-hour cancellation right is created by this policy for that order.

• Other cancellation requests must be emailed to support@mopaiereternal.com before shipment.
• Such requests are reviewed individually and, if approved, may be subject to a 15% cancellation and restocking fee.
• An order cannot be cancelled after it has shipped.
• Custom-order deposits remain non-refundable in accordance with the Terms of Sale.
• Nothing in this section limits rights that cannot legally be waived.

• Approved discretionary refunds are generally submitted to the original payment method within 5 business days of approval.
• Banks or payment providers may require approximately 5 to 10 additional business days, and occasionally longer, to post the credit.
• Refunds required by applicable law are processed within the applicable legal deadline.

If a shipment is reported missing, damaged, or incorrectly delivered, please contact support@mopaiereternal.com with your order number, tracking number, and a description of the issue.

Mopaier Eternal will assist with the applicable carrier investigation. Customers may be asked to cooperate with reasonable requests from Mopaier Eternal or the carrier.

Each missing, damaged, incorrect, or misdelivered shipment is reviewed individually based on the circumstances, available documentation, carrier findings, product availability, and applicable law. Following review, Mopaier Eternal may offer an appropriate resolution, which may include correction, replacement, reshipment, refund, or another mutually agreed resolution. No particular remedy is guaranteed except where required by applicable law.

• Custom production based on a Mopaier Eternal standard design: approximately 1 week, excluding shipping.
• Fully original designs created by the Mopaier Eternal design team, and approved customizations of Exotic Collection pieces: approximately 3 to 4 weeks, excluding shipping.
• Production begins only after the required payment or deposit has cleared and after all designs, sizing, gemstones, materials, specifications, and client selections have received final approval.
• These timeframes are good-faith estimates and are not guaranteed completion dates.
• Complex designs, additional revisions, specially sourced materials, or circumstances beyond our reasonable control may require additional time.
• Material delays will be communicated. Where a quote or invoice states a different estimate for a specific commission, that estimate controls that commission.

• Mopaier Eternal does not provide a separate written or voluntary commercial warranty.
• A warranty applies only where it is expressly included in a written custom invoice or written agreement, and then only on the terms stated in that document.
• Nothing in this policy waives or limits any right, remedy, warranty, or protection that cannot legally be waived under applicable law.

• We recommend confirming ring size before purchase.
• Resizing is not included in standard website purchases and cannot be assumed to be available.
• Existing customers may request resizing only for jewelry originally sold or made by Mopaier Eternal.
• Every request is considered case-by-case and is subject to approval and technical feasibility.
• Quotes are free. The customer pays shipping in both directions.
• A written quote states the price, the scope of work, the shipping arrangements, and the estimated completion time.
• Work begins only after the quote is approved and the service invoice is paid.
• Resized items remain final sale, except where applicable law requires otherwise.

• Repairs are considered case-by-case and only for items originally sold or made by Mopaier Eternal.
• Mopaier Eternal does not offer routine cleaning, polishing, inspection, stone tightening, or similar maintenance services.
• Quotes are free. The customer pays shipping in both directions.
• Work begins only after the quote is approved and the service invoice is paid.
• Mopaier Eternal will not resize, repair, maintain, or otherwise service an item that has been altered or serviced by anyone other than Mopaier Eternal.
• Serviced items remain final sale, except where applicable law requires otherwise.

• Prior written authorization, a service authorization number, and item-specific shipping instructions are required before any item is sent to us.
• Our receiving address is never published; it is provided only with an authorization.
• Authorized shipments require secure, discreet packaging, tracking, signature, and tender in person at a staffed carrier counter. Photograph the item and packaging before dispatch and retain the carrier receipt.
• Carrier declared value is a declaration to the carrier and is not necessarily insurance.
• Unauthorized shipments may be refused or returned at the sender's expense.
• Nothing in this section limits rights or remedies that cannot legally be waived.

Customers are welcome to contact Client Services at support@mopaiereternal.com with any aftersales question regarding an existing order or piece, including a service enquiry or quote request.