Returns, Refunds Exchanges & Cancellations Policy

This policy has been prepared in accordance with applicable consumer protection laws. Nothing in this policy affects your statutory rights.

All returns and exchanges must be submitted via our official Returns Portal.

 

1. How Do I Return an Item?

Submit your return request through your customer login portal within 21 days of receiving your order.

Once your return has been approved, you’ll receive a confirmation email with return instructions.

UK Customers:
A £3.85 return label fee will be deducted from your refund to cover courier costs. No restocking fee applies.

Your approved return must be posted within 7 working days before your return label expires.

Returned items remain the customer’s responsibility until they are received by Pearl Majesty. We recommend retaining proof of postage until your return has been processed.

2. Defects/ faulty items 

Please inspect your order as soon as it arrives to ensure you are completely satisfied with your purchase.

If you believe your item has a fault, defect, or you have received the wrong product, please contact us as soon as possible so we can investigate. Depending on the outcome of our inspection, we may offer a replacement, exchange or refund where appropriate.

To enable us to assess any issue correctly, please do not use, install, wash, alter, cut, or remove any tags or ties from the product before contacting us.

If an item has already been used, installed, altered, cut, damaged, or has had its original tags or ties removed before a fault is reported, we may be unable to verify that it is a genuine Pearl Majesty product, inspect it in its original condition, or determine whether the issue is the result of handling, installation or use, or a genuine manufacturing fault. As a result, we may be unable to offer a refund. This does not affect your statutory rights where a product is genuinely faulty/ unusable.

3. What Items Are Returnable?

Items must:

• Be unused and in resellable condition.
• Be returned with all original packaging, tags, zip-ties and gift boxes intact.
• Include any complimentary gifts received with the order. If free gifts are not returned, the refund may be adjusted accordingly.

4. What Items Are Non-Returnable?

We cannot accept returns for:

• Gift cards.
• Sale or promotional items (unless otherwise stated. Welcome discount codes do not affect your return rights).
• Custom-made or personalised products.
• Items that have been used, worn, washed, altered, cut, installed or damaged.
• Items with missing tags, ties or original packaging.

5. Returns That May Be Refused

We reserve the right to refuse a return where:

• The item does not meet our return conditions.
• The return is received outside the approved return period without prior authorisation.
• The product has been used, altered, cut, installed, damaged or is missing its original tags or packaging.

Where appropriate, returns received outside our return window may be eligible for store credit only.

If your return does not meet the conditions of this policy, we will notify you. We may request payment to have the goods returned to you. If payment or a response is not received within 7 days of notification, we reserve the right to dispose of the item.

6. Can I Exchange an Item?

Yes. We offer exchanges for:

• The same product in a different shade, length or variant.
• An alternative product available on our website.

Please note:

• Once your exchange has been approved, your original item must be returned within 7 working days.
• Your replacement will be dispatched once your return has been received and inspected.
• If your preferred item is unavailable, you may choose to place it on pre-order, receive store credit or request a refund where applicable.
• Any price difference will either be refunded or invoiced accordingly.

7. Refund Options

Where your return is approved, you may receive either:

• A refund to your original payment method.
• Store credit (where requested or applicable).

8. When Will I Receive My Refund?

Once your return has been received and inspected, we’ll notify you by email of the outcome.

If approved, refunds are processed within 5–7 working days. Your bank or payment provider may take additional time to complete the transaction.

For international orders:

• Any customs duties, taxes or charges billed back to Pearl Majesty will be deducted from your refund where applicable.
• If an order is refused, unclaimed or returned because delivery was not accepted, any return shipping costs, handling fees or customs charges incurred may also be deducted from your refund.

9. Order Cancellations

Pre-Order items:

You can cancel your pre-order within 48 hours of purchase through your customer portal for self-service. After this, cancellations may not be possible however adjustments may be acceptable. Please contact our customer support team as soon as possible if you need assistance with your order. 

In-stock items:

If you wish to cancel an order for an in-stock item, please contact us as soon as possible or login into your customer portal for self-service. Orders may be cancelled before they have been fulfilled. Once an order has been packed, processed for shipment, or dispatched, we may no longer be able to cancel it.

If your order has already been shipped, you may return it in accordance with our Returns Policy once it has been delivered.

10. Chargebacks & Disputes

We kindly ask that you contact us first if you experience any issues with your order. Our team is committed to resolving concerns quickly and fairly.

We reserve the right to challenge any unjustified, inaccurate or fraudulent chargeback, including claims that:

• Are made before the estimated delivery timeframe has passed.
• Contradict our clearly stated pre-order or returns policies.
• Are submitted without first giving us the opportunity to resolve the matter directly.

Where the chargeback process has been misused, we reserve the right to refuse future orders and permanently restrict access to our services.

11. Need Help?

If you have any questions about returns, refunds, exchanges or cancellations, our team is always happy to help.

Please contact us at hello@pearlmajesty.com.

 

12. Policy Acceptance

By placing an order with Pearl Majesty, you confirm that you have read, understood and agreed to this Returns & Refund Policy.

Pearl Majesty reserves the right to amend or update this policy at any time. Any changes will take effect immediately upon publication on our website and will apply to all purchases.