Refund policy

Returns & Quality Guarantee

At Moúsa Eterna, we hope every piece becomes part of your story. If your order isn't quite what you expected, we're here to make the process simple and transparent.

Returns

Items purchased directly from mousaeterna.com may be returned within 30 days of delivery for a refund to the original payment method.

To be eligible for a return, your item must:

  • Be unworn, unused, and in its original condition.

  • Be returned with its original packaging.

  • Show no signs of wear, scratches, damage, alterations, or exposure to perfumes, lotions, chemicals, or other substances.

Once your return has been received and approved, refunds will be issued to your original payment method within 5–7 business days. Original shipping charges are non-refundable, and customers are responsible for return shipping costs.

Exchanges

At this time, we do not offer direct exchanges.

If you'd like a different piece, simply return your eligible item for a refund and place a new order through our website.

Final Sale

The following items are not eligible for return, refund, or exchange:

  • Final Sale items

  • Gift cards

  • Items returned after the 30-day return period

  • Products that have been worn, damaged, altered, or returned without their original packaging

Quality Guarantee

Every Moúsa Eterna piece is carefully inspected before it is shipped to ensure it meets our quality standards.

If you believe your jewelry has a manufacturing defect, please contact us within 30 days of delivery at connect@mousaeterna.com including your order number and clear photos of the item.

If, after review, we determine the issue is the result of a manufacturing defect, we will provide a replacement or another appropriate solution at our discretion.

Our Quality Guarantee does not cover:

  • Normal wear and tear

  • Scratches, dents, or fading from everyday use

  • Damage caused by improper care, chemicals, perfumes, lotions, or water exposure

  • Accidental damage, misuse, or unauthorized repairs

  • Lost or stolen items

Purchases from Other Retailers

Products purchased through authorized retailers or third-party marketplaces must be returned through the original retailer and are subject to that seller's return policy.

Start a Return

To begin a return or submit a Quality Guarantee claim, please email connect@mousaeterna.com with your order number and a brief description of your request. Our team will guide you through the next steps as quickly as possible.

We also recommend reviewing each product's photos, measurements, and description before placing your order to ensure you've selected the perfect piece.

Returns vs. Quality Guarantee

A return is for an item that is no longer wanted and must meet our return eligibility requirements.

A Quality Guarantee claim is for a piece with a verified manufacturing defect in materials or craftsmanship. Each claim is carefully reviewed by our team to determine the appropriate resolution.