You bought a piece of moissanite jewelry from Moissanite Shine. You have the GRA certificate. You have the packaging. And somewhere in the back of your mind, you remember reading about a Lifetime Gemstone Warranty. But what does that actually mean when something goes wrong? What is covered? What is not? And exactly how do you make a claim?
This guide answers every one of those questions in plain English — no fine print gymnastics, no runaround. Just a clear, step-by-step walkthrough of how our warranty works and how to use it.
What Is the Moissanite Shine Lifetime Gemstone Warranty?
Our Lifetime Gemstone Warranty is a commitment that the moissanite stones in your jewelry will remain brilliant, chip-free, and structurally sound for the life of the piece — or we will replace them. This is not a limited-time manufacturer's guarantee. It is a permanent, transferable promise tied to the stone itself.
For a full overview of what is and is not covered, read our dedicated Lifetime Warranty Explained article. This guide focuses specifically on the claims process.
What the Warranty Covers
- Chips, cracks, or fractures in the moissanite stone itself
- Loss of brilliance or cloudiness caused by a manufacturing defect in the stone
- Stone loss due to a verified setting defect (not accidental damage)
What the Warranty Does Not Cover
- Accidental damage (dropping, impact, crushing)
- Normal wear and tear on the metal setting (scratches, prong wear, rhodium plating fade)
- Damage caused by improper cleaning or chemical exposure
- Loss of the stone due to a damaged or worn prong that was not reported in time
This is why regular inspection matters. Read our Weekly Cleaning Ritual guide to build a maintenance habit that protects your warranty eligibility.
Step-by-Step: How to File a Warranty Claim
Step 1: Document the Issue
Before contacting us, take clear photographs of the issue in good natural light. Photograph the full piece, then close-up shots of the affected stone or area. This documentation speeds up the review process significantly and ensures nothing is lost in translation.
Step 2: Locate Your Order Information
You will need your original order number, the email address used at purchase, and ideally your GRA certificate number. If you cannot locate your order number, your purchase email or account history will work. Do not worry if you have misplaced the physical certificate — we maintain records on our end.
Step 3: Contact Our Support Team
Reach out to the Moissanite Shine support team through our official contact channel. Include the following in your initial message:
- Your full name and order number
- A brief description of the issue
- Your photographs attached directly to the message
- Your GRA certificate number (if available)
Our team typically responds within one to two business days. Do not ship your jewelry before receiving written confirmation from us — unauthorized returns cannot be processed under warranty.
Step 4: Receive Your Assessment
Our gemologist team will review your photographs and documentation. In most cases, we can make a preliminary determination from photos alone. If a physical inspection is required, we will provide a prepaid shipping label and detailed packing instructions to ensure your piece arrives safely.
Step 5: Resolution
If your claim is approved, we will replace the affected stone with a matching GRA-certified moissanite of equal or superior grade. Replacement stones are covered at no cost to you. If the issue involves the setting rather than the stone, we will advise on the appropriate repair pathway.
Resolution timelines vary by case complexity, but most straightforward stone replacements are completed within two to three weeks from the time we receive the piece.
Pro Tips to Protect Your Warranty
Inspect Your Prongs Every Six Months
Prong wear is the leading cause of stone loss in engagement rings — and it is entirely preventable. Every six months, take your ring to a local jeweler for a quick prong inspection (most do this for free). If a prong is bent or worn, have it retipped before the stone is at risk. A damaged prong that was not addressed is typically not covered under warranty.
Keep Your GRA Certificate Safe
Your GRA certificate is your stone's identity document. Store it with your other important papers — or photograph it and save it to cloud storage. It is not required to file a claim, but it accelerates the process.
Store Your Jewelry Properly
Improper storage is a leading cause of accidental damage that falls outside warranty coverage. Read our Jewelry Storage Guide to protect your investment between wears.
The Lifetime Upgrade Program: A Different Kind of Claim
The warranty covers defects. But what if your stone is perfect — you just want a bigger one? That is what our Lifetime Upgrade Program is for. At any point, you can trade in your current moissanite stone and apply its value toward a larger stone or a finer metal. It is not a warranty claim — it is an upgrade path, and it is available to every Moissanite Shine customer, forever.
Read our dedicated Upgrade Journey Guide to understand how the program works in practice.
The Bottom Line
A warranty is only as good as the process behind it. At Moissanite Shine, our Lifetime Gemstone Warranty is designed to be used — not buried in fine print. Document the issue, contact us with your order information, and let our team handle the rest. Your stone is protected. That is a promise we take seriously.
🛡️ Lifetime Gemstone Warranty — Your stones are protected forever.
⬆️ Lifetime Upgrade Program — Upgrade your stones or metal anytime.
✏️ Request a Custom Design — Make it uniquely yours.