All items available on Pearls Store are guaranteed being original stock from the brand, the distributor or the manufacturer warehouse. They carry a limited original warranty from the brand or the distributor that protects them against any manufacturing default.

The warranty begins on the day that your item(s) is received (item delivery day) and lasts as per the brand’s Terms and Conditions (mentioned on the attached warranty).

In case the product is defective on delivery, the after sales service will decide whether the product should be replaced or repaired. However, repairs are not accepted under the following conditions:

• The defect is due to improper use. (improper voltage, exposure to liquid, abuse or misuse etc.)
• The serial number on the product is unknown.
• The item has been repaired by a third party.

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We also recommend you opt for a Pearls Store 1 or 2-years extended warranty.

Introduction

At Pearls Store, we are committed to providing high-quality wholesale products, including sugar, flour, rice, and cooking oil. While these are consumable goods that do not typically come with a warranty, we ensure that all our products meet industry standards for freshness, quality, and packaging.

This policy outlines our service commitments, return eligibility, and quality guarantees. 

Product Quality Assurance

We guarantee that all our products:

• Are sourced from trusted manufacturers and suppliers.
• Meet food safety and hygiene standards.
• Are properly sealed and stored to maintain freshness.
• Have accurate expiration and manufacturing details on packaging.

If you receive a product that does not meet these standards, please contact us immediately for resolution. 

Service Commitment

Customer Support

Our customer support team is available via email, phone, and live chat.

We aim to respond to all queries within 24 hours.

For urgent order-related issues, please call our dedicated helpline. 

Order Fulfillment

We offer scheduled deliveries for bulk orders upon request.

Tracking details will be provided once the order is dispatched. 

Warranty on Consumable Good

Since we sell perishable and consumable goods, we do not offer traditional warranties. However, we do provide the following guarantees: 

1. Freshness Guarantee
   If you receive a product that is expired or spoiled upon arrival, we will replace it free of charge. 
2. Packaging Integrity
   If your order arrives with damaged or leaking packaging, you may be eligible for a replacement. 
   To claim, submit a request within 48 hours of delivery with photos of the damaged item. 
   
3. Wrong Item Replacement
   If you receive the wrong product, contact us within 48 hours of delivery. We will arrange a replacement or issue a refund. 

Return & Refund Policy

Eligible Returns

Returns are accepted in the following cases:

• The product was delivered expired, damaged, or incorrect.
• The package was tampered with during transit.

Non-Returnable Items

We do not accept returns for:

• Opened or used products.
• Products with intact packaging but buyer-initiated returns.
• Orders placed incorrectly by the customer.

Refund Processing

Refunds (if applicable) will be issued within 7-14 business days to the original payment method. 
For store credit refunds, the amount will be available within 3 business days. 

How to Claim a Replacement or Refund

To request a replacement or refund, please follow these steps:

1. Contact Us – Call +92 370 364 0370
2. Provide Details – Order number, photos of the issue, and a brief explanation.
3. Wait for Approval – Our team will review and respond within 48 hours.
4. Resolution – If approved, we will process a replacement, refund, or store credit. 

Exclusions & Limitations

• We are not responsible for damage caused by improper storage after delivery.
• Any claim made after the specified timeframe will not be eligible for resolution.
• We do not cover delays caused by third-party logistics providers. 

Policy Updates

This policy is subject to updates. Any changes will be posted on our website, and customers will be notified via email if necessary.

For any further questions, please contact  info@pearls-stores.com.pk