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Refund Policy
REFUND POLICY
Introduction
At Pearls Store we are committed to providing high-quality products and ensuring customer satisfaction. If you are not completely satisfied with your purchase due to a valid issue, we offer refunds under specific conditions.
This policy explains the circumstances under which refunds are granted, the process for requesting a refund, and the time it takes for the refund to be processed.
Refund Eligibility
You may be eligible for a refund under the following conditions:
Wrong Item Delivered – If you receive a product different from what you ordered.
Damaged or Defective Product – If the item arrives damaged, leaked, or defective.
Expired Product – If the product is past its expiration date at the time of delivery.
Missing Items – If part of your order is missing.
Failed or Canceled Orders – If your order was not processed due to system errors or was canceled before shipping.
Non-Refundable Cases
We do not offer refunds in the following situations:
Change of Mind – Refunds are not issued if you no longer want the product.
Opened or Used Products – If the product has been opened, used, or tampered with.
Improper Storage – If the damage is caused after delivery due to improper storage.
Delayed Refund Requests – Refund requests must be made within the allowed timeframe.
Sale or Discounted Items – Clearance and promotional products are non-refundable.
Refund Request Timeframe
For wrong, damaged, or defective products – Request must be made within 48 hours of delivery.
For missing items – Request must be made within 24 hours of delivery.
For canceled orders – Refunds will be initiated immediately upon cancellation confirmation.
Refund Process
To request a refund, follow these steps:
Contact Us
Call +92 307 555 6422
Provide your order number and reason for the refund request.
Submit Proof
Attach clear photos or videos of the product and packaging.
Include a short description of the issue.
Approval & Processing
Our team will review the request within 48 hours.
If approved, the refund will be processed as per the chosen refund method.
| Refund Method | Processing Time |
|---|---|
| Original Payment Method (Credit Card, Bank Transfer, etc.) | 7-14 business days |
| Store Credit (for future purchases) | 3 business days |
| Replacement (same product re-shipped) | 5-7 business days |
If the refund is processed through a bank transfer, additional verification may be required.
Refunds are not issued in cash.
Shipping Costs & Refunds
If the refund is due to our mistake (wrong, damaged, or expired product), we will cover the return shipping costs.
If the refund is due to customer preference or order cancellation after shipping, the shipping fee will be deducted from the refund amount.
Order Cancellation Refunds
Orders can be canceled within 24 hours of placement for a full refund.
If the order has already been processed or shipped, cancellation is not possible.
Policy Updates
This policy may be updated periodically. Any changes will be posted on our website, and customers will be notified if necessary.
If my refund is processed, how and when will I receive my payment?
The refund process starts once we complete the quality check on your returned item. This process typically takes 1 to 2 days from the date we receive the return. We will inform you of the results as soon as the quality check is finished.
For your refund, you have two options: you can either receive a store credit refund voucher for the amount you paid for the returned item or request a full cash refund. If you choose the store credit voucher, you can use it toward a new purchase on the website, deducting the voucher amount from your total. If you prefer a cash refund, the amount will be refunded either through an online bank transfer to your account or via a cheque sent to your address. For credit card payments, the refund can be issued either as a store credit refund voucher or through a transaction reversal.
| Refund Type | Time Frame |
|---|---|
| Refund Voucher | 24 hours |
| Bank Account Refund | 5-7 Days |
| Credit Card Reversal | 10-15 Days |
What is a Refund Voucher?
A Refund Voucher is a reimbursement method that provides a credit equal to the amount paid for the returned item. A Refund Voucher can be applied at checkout to deduct its value from your next purchase.
If the purchase amount is less than the voucher’s value, the remaining balance can be used for multiple transactions until the balance reaches Rs. 0.
The Refund Voucher is valid for 180 days. You must use it within this period; otherwise, it will expire and become unusable.
How do I use my Refund Voucher?
If you receive a refund voucher, a discount voucher code will be send to you via Gmail.
Enter this code in the discount code box and click “Apply Code” at checkout during the payment step. The applicable amount will be deducted from your total.
How will I be notified if my returned product is not eligible for a refund?
If your return is deemed invalid, we will contact you to explain the issue and return the item(s) to you. We will arrange the delivery, so please ensure you are available at the scheduled time to receive it. If delivery is unsuccessful, we will hold your item for 30 days, during which you can collect it from our office.
What refund amount will I receive if I purchased an item on promotion or using a Discount Code?
For sale items, if a refund is applicable, you will be refunded the exact amount you paid, not the original price.
For instance, if you bought an item on sale for Rs. 500 while its original price was Rs. 1000, you will receive a refund of Rs. 500 only.
If you bought an item using a Refund Voucher, your refund will include both the amount you paid and the value of the Refund Voucher used.