Returns & Refunds
Return eligibility, exchange costs, refund timing and EU statutory withdrawal rights presented as separate paths.
Change of mind
Request within 14 calendar days after receipt. Customer pays return shipping.
Damaged / defective / incorrect / incomplete
Merchant pays applicable return shipping and, for exchange, replacement shipping.
14-day withdrawal
Separate statutory right where EU distance-selling rules apply.
At a glance
Return request
For normal returns, contact support@pearlza.com within 14 calendar days after receipt.
Restocking fee
No restocking fee.
Refund target
Approved refunds: internal processing target within 7 business days after return receipt and necessary review, subject to statutory deadlines.
Refund method
Approved refunds generally return to the original payment method.
EU statutory right of withdrawal
Where EU distance-selling consumer rules apply, consumers generally have a statutory right to withdraw within 14 days from receipt of the goods without giving a reason.
After giving withdrawal notice, the goods should be returned within the period required by applicable law. The customer may bear return shipping for a normal statutory withdrawal when that responsibility was clearly disclosed before purchase.
For statutory refunds, the merchant may withhold reimbursement where permitted by law until the returned goods are received or the customer provides evidence that the goods have been sent back, according to the applicable statutory rule.
Return eligibility
For ordinary change-of-mind returns, goods may be required to be unused, unworn, unwashed, in original condition and with original tags where applicable.
These conditions do not remove mandatory statutory rights. Under the EU statutory withdrawal regime, consumers may inspect goods to an extent comparable to examination in a physical shop. Any diminished value caused by handling beyond what is necessary may be addressed in accordance with applicable law.
Return process
Register the request
Contact support@pearlza.com and explain the reason for the return.
Receive return instructions
Customer service provides the applicable return steps and return address.
Send the goods
Follow the provided return instructions. The registered business address is not automatically the return address.
Review and resolution
After the return is received and reviewed, the appropriate refund, replacement or other resolution is processed subject to mandatory statutory rights.
Return and exchange shipping costs
Exchanges
Direct exchanges are supported. For wrong-size preference, change of mind, personal preference or another non-defective exchange, the customer pays the return shipping cost and the replacement shipment cost.
For damaged, defective, incorrect or incomplete goods, the merchant pays the applicable return shipping and replacement shipping costs.
Refund timeline and method
Our internal target is to process approved refunds within 7 business days after returned goods are received and the necessary review is completed. This is a merchant processing target and does not extend, reduce or replace mandatory statutory refund deadlines.
After we process a refund, a bank, card issuer or payment provider may take additional time to display the amount. Approved refunds generally return to the original payment method.
Return exceptions where applicable
If clearly personalised, custom-made or made-to-order goods are offered, they may fall within a statutory withdrawal exception where applicable law permits. This does not remove rights relating to defective, damaged or incorrect goods, merchant production errors or other mandatory statutory rights.
Mandatory statutory rights
Nothing in this policy limits Mandatory Statutory Consumer Rights. Where applicable law provides stronger or non-excludable protection, that law prevails.