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Política de reembolso
Return & Refund Policy – Pearl°ra
Thank you for shopping with Pearl°ra. We want you to feel confident in every sparkle you receive. Please review our return and refund policy below.
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Custom-Made Items – Final Sale
- Custom-Made Items: All custom, personalized, or made-to-order items are final sale and cannot be returned, exchanged, or refunded under any circumstances.
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Eligible Items – 14-Day Return Policy
We accept returns of eligible standard non-custom items within 14 days of carrier-confirmed delivery, subject to the following conditions:
- Conditions for Return: Items must be unworn, undamaged, unaltered, and returned in their original packaging with all tags intact. Returns must include a valid receipt or proof of purchase.
- Restocking Fee: A 20% restocking fee will be deducted from the total product refund amount.
- Non-Refundable Fees: Original shipping fees and optional Shipping Protection fees (Worry-Free Delivery) are non-refundable.
- Return Shipping: Customers are responsible for all return shipping costs. We strongly recommend using a trackable shipping service and purchasing shipping insurance, as Pearl°ra is not responsible for items lost or damaged during return transit.
- Return Authorization Required: Please visit our official Contact Us page to request a Return Merchandise Authorization (RMA). Once approved, we will provide the return shipping address and instructions. Returns sent back without prior authorization will not be accepted.
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Damaged, Defective, or Incorrect Items
- 48-Hour Claim Window: Please inspect your order upon delivery. Any claims regarding defective, damaged, or incorrect items must be reported within 48 hours of carrier-confirmed delivery via our official Contact Us page.
- Orders Covered by Shipping Protection: If you purchased optional Shipping Protection at checkout and your item arrived damaged or missing, please file a claim directly through your Customer Account or Order Tracking page for expedited resolution.
- Required Documentation: Please include your order number along with clear photos of the shipping label, exterior packaging, and the damaged/incorrect item. An unboxing video may be requested for missing or damaged item claims.
- Resolution: Upon verification, we will issue a free replacement or a full refund for the affected item. Claims submitted after 48 hours may not be eligible for resolution.
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Non-Returnable Items
We do not accept returns on the following:
- Custom, personalized, or made-to-order items
- Final sale items or promotional clearance items
- Gift cards
- Earrings and personal wear items (due to hygiene reasons)
- Shipping Protection fees (Worry-Free Delivery) once the package has been dispatched
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Exchanges & Refunds
- Exchanges: We do not offer direct exchanges at this time. If you wish to exchange an item, please return the eligible item for a refund (minus the restocking fee and shipping costs) and place a new order.
- Refund Processing: Once your returned item is received and inspected, we will notify you of the approval status. If approved, the refund will be automatically processed to your original payment method within 7–15 business days. (Processing times may vary depending on your financial institution).
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Customer Support
For any return or refund-related inquiries, please contact us:
- Contact Us: Please visit our official Contact Us page.
- Website: www.pearlra.com