RETURN POLICY

Kindly review our Return Policy on this page to understand the return process and ensure your item qualifies for a return.

You have 7 days from the delivery date to inform us if you wish to return an item. For example, if your item was delivered on the 5th of the month, you have until the 12th to initiate a return. If your item meets the return criteria outlined below, you can start the return process by calling our 24/7 helpline at +92 307 555 6422.

Returning an item is easy! Simply follow the steps outlined below:

1) Ensure your product meets all return requirements.
2) Call the Pearls Store helpline to request a return.
3) Complete the return form.
4) Pack the item securely and attach the return label.
5) Arrange for a pickup or drop off the product.
6) Your returned item will undergo a Quality Check.

If your return is validated and passes the Quality Check, you will receive a refund for the item.

What are the conditions for returning an item and what is the procedure?

Your item is not eligible for return if it falls under any of the following restricted categories. (These categories are non-returnable due to business policies, health, or hygiene reasons).

• Beauty & Cosmetic Products
• Sunglasses & Eyewear
• Watches & Timepieces
• Skincare & Haircare Items
• Innerwear & Swimwear
• Perfumes & Fragrances
• Custom-Made or Personalized Products
• Imported On-Demand Items
• Selected Sale & Promotional Products

How to Initiate a Return Request?

You can start a return by reaching out to our helpline at +92 307 555 6422 to verify your product’s eligibility. Our team will guide you through the return process and provide details on the nearest service provider location for drop-off.

Please have the following information ready:

Your order number.
The reason for the return.
Your preferred refund method along with the necessary details (e.g., bank account number).

Can I request a replacement rather than a refund?

If you would like to replace your product, simply inform our Customer Service executive. We will contact you once we receive your returned item and confirm the availability of the replacement. If you opt for a refund voucher, you can use it to purchase a similar or different product on goto.pk, equivalent to the amount originally paid for the returned item.

If my returned product is not validated for return, how am I informed?

If your return does not pass the Quality Check, we will contact you to explain the issue and return the item(s) to you. The delivery will be arranged by us.

Note: We will make three attempts to return the product to you. Please ensure you are available to receive the scheduled delivery.

Introduction

At Pearls Store customer satisfaction is our top priority. We ensure that all products are carefully inspected, packaged, and delivered in the best condition. However, if you receive a defective, damaged, or incorrect item, you may be eligible for a return or replacement.
Due to the nature of food products, we have specific return conditions, which are outlined below.

Return Eligibility

We accept returns only under the following conditions:

Wrong Item Delivered: If you receive an incorrect product.

Damaged or Leaking Packaging: If the product is damaged in transit.

Expired Product: If the item is past its expiration date at the time of delivery. 

Quality Issues: If the product is spoiled or defective upon arrival. 

Non-Returnable Items

We do not accept returns in the following cases: 

Change of Mind: Returns are not accepted if the customer no longer wants the product. 

Opened or Used Products: Partially used or opened items cannot be returned. 

Improper Storage: Damage due to incorrect storage after delivery (e.g., exposure to heat or moisture). 

Products Without Original Packaging: Items must be returned in their original, sealed packaging. 

Delayed Return Requests: Requests made after the return window has expired. 

Return Request Timeframe

All return requests must be initiated within 48 hours of receiving the order. 
Claims for missing items must be made within 24 hours of delivery. 

Return Process

To initiate a return, follow these steps:

Contact Us:

Email info@pearls-stores.com.pk or Call +92 307 555 6422 
Provide your order number and reason for return. 

Submit Proof:

Attach clear photos of the product and packaging. 
Include a short description of the issue. 

Approval & Instructions:

Our team will review the request within 48 hours. 
If approved, you will receive return instructions. 

Return the Item (if required): If necessary, return the product in its original packaging. Return shipping details will be provided by our team. 

Refund or Replacement Processing: Once we receive and verify the returned product, we will process a refund, replacement, or store credit within 7-14 business days.

Refund Options
Once your return is approved, you may choose from the following: 

Full Refund: Processed to the original payment method (credit card, bank transfer, etc.). 

Store Credit: Credited to your account for future purchases. 

Replacement: A new item will be shipped to you at no extra cost. 

Shipping Costs for Returns

If the return is due to our mistake (wrong, defective, or expired item), we will cover the return shipping costs. 
If the return is for any other reason, the customer is responsible for return shipping costs. 

Order Cancellations

Orders can be canceled within 24 hours of placement. 
After 24 hours, cancellation is not guaranteed if the order has already been processed. 

Exclusions & Limitations

Bulk and wholesale purchases are final sale unless the product is defective. 
Refunds do not include shipping fees unless the return is due to our error. 
We are not responsible for delays caused by courier services. 

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 further assistance, contact our support team at info@pearls-stores.com.pk