Return and Refund Policy

At Pearlusia, we strive to provide high-quality customized pearl jewelry and other fine jewelry products. Please read our return and refund conditions carefully to ensure a smooth experience.

1. Return Policy (Non-Customized Products)

We offer a 90-day return policy from the date you receive your item. To be eligible for a return, the item must meet the following conditions:

• The product must be unused, unworn, and in original packaging.
• The product must include all original tags and accessories.
• The receipt or proof of purchase is required.

To initiate a return, please contact us at support@pearlusia.com. If your return request is approved, we will provide you with a return shipping label and instructions on how to return the item. Items sent back without first requesting a return will not be accepted.

Once we receive and inspect the returned item, we will notify you whether the refund is approved. If approved, we will process your refund to the original payment method. Please note, that may take 1-2 business days for your bank or credit card provider to process and post the refund.

2. Return Policy (Customized Products)

Customized products are made to your specifications and are non-returnable and non-refundable once production has started, as they cannot be resold. However, we understand that issues can arise, and we offer refunds in the following cases:

• Damaged packaging.
• Product damage.
• Incorrect customization (e.g., incorrect engraving or printing).
• Non-receipt of your order, as confirmed by the carrier.
• Defects that affect the product’s normal use.

If any of these situations occur, please contact us within 90 days at support@pearlusia.com. We will investigate the issue and, if applicable, provide you with a full refund.

3. Order Cancellations

For customized products, if you wish to cancel your order, please contact us within 24 hours of placing the order. Once production begins, cancellations will not be accepted. For non-customized items, cancellations can be made up to the point of shipment.

4. Return Process

To start a return, please follow these steps:

1. Contact us at support@pearlusia.com with your order number and the reason for your return.
2. If approved, we will provide a return shipping label and detailed instructions.
3. Ship the item back to us using the provided label. Please ensure the product is in its original condition with packaging and tags.
4. Once we receive your return, we will inspect the item and notify you if the refund is approved.

5. Non-returnable Items

• Customized Products: Once shipped, customized items cannot be returned.
• Special Orders: Any items specifically made for you or in special configurations are not eligible for return.

6. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us immediately at support@pearlusia.com. We will resolve the issue by offering a full refund or exchange, including any shipping costs. Please include photos of the item for quicker processing.

Note: Pearlusia reserves the right to amend this policy at any time. All updates will be posted on our website and take effect immediately.