returns/exchanges
We offer exchanges or refunds for the following scenarios:
Defects in the product, such as manufacturing flaws or material defects.
Receiving a wrong product in comparison to your original order.
To initiate the exchange or refund process, you must send an unboxing video of the received product within 24 hours of delivery to shopthepearldust@gmail.com
The video should clearly demonstrate the packaging, unboxing, and the specific issue you are encountering (defect, wrong product, or transit damage).
Timelines for Exchange or Refund: Once we receive your unboxing video and validate the issue, we will process your request for exchange or refund. Depending on the situation and your preference, we will exchange the product with a replacement of the same design, subject to availability or provide a refund to your original payment method. Kindly note that refunds may take up to [2-5] business days to reflect in your account, depending on your bank or payment provider.
Ineligible Reasons for Exchange or Refund: We regret to inform you that concerns arising from not following proper jewellery care instructions are not eligible for replacement or refund. It’s essential to adhere to our provided care guidelines to maintain the longevity and quality of your jewellery.
In cases where an exchange or refund is approved, the products approved for return must be packed in their original packaging(box) to avoid any damage to the product during transit. The cost of return shipping for eligible issues will be covered by The Pearl Dust.
Contacting Customer Support: If you encounter any issues with your purchase that fall under our exchange and refund policy, please reach out to our customer support team within 24 hours of delivery via mail. We are here to assist you and guide you through the process.
Orders once placed cannot be cancelled.
If under any circumstances the order needs to be canceled due to technical glitches, we will contact you to inform you of the cancellation. In the event of a cancellation, any payment made for the canceled item(s) will be reversed back to your account within 3-5 business days.
