The customer can make a request of refund or replacement. Pearlhours offers a 30-day money back guarantee on our products. This guarantee is valid for all products except custom orders or products that are specially modified for the customer including stringing at a custom length or with a clasp other than our standard ball clasps and wholesale pearl products.
Some pearl products are partly refundable (It depends on the cost of order) because it takes more time and money to prepare for the order. You should be sure that Pearlhours.com will charge for cost of the items EXCLUDING shipping fee and other charges. Refunds will be made using the method of payment used in the original purchase after we receive your return items.
Please note that you are responsible for the cost of shipping your return or replacement to us. We strongly recommend you purchase insurance. This protects you should your item be damaged or lost during shipment to us. Please email us the feedback form and to request a Return Merchandise Authorization (RMA) number. Then mail your item(s) back in their original packaging.
1. Obtain Return Merchandise Authorization: Please contact us via email or telephone at 86-773 -2583646 to request a Return Merchandise Authorization (RMA) number in order to ensure proper credit for return.
a. We suggest that you ship your package insured to ensure safe arrival. We are not responsible for lost packages.
b. Please place item in original packaging and comparable shipping box.
c. Please write RMA # clearly on the outside of your box in black marker and include the RMA form inside the box.
d. Packages must arrive at our facilities within 30 Days of purchase for refund or exchange.
e. A $25 shipping cost will be charged on returned items for orders that were sent with free shipping.
3. Conditions of Return
a. Packages without a return merchandise authorization number will not be accepted for refunds.
b. Items must be returned in original condition within 30 Days. Items with wear will not be accepted for refunds.
c. Custom make orders cannot be accepted for a full refund; This includes any item that is not in our standard catalogue.
d. Please note that it may take 1-2weeks for a return to be processed to your credit card.
e. Any jewelry that has been modified in any way cannot be refunded or exchanged
f. Returned rings that have been resized will have a fee for returning to ring to its orignial condition. The original fee for ring sizing is not refundable either.
g. PearlHours.com's 30 days refund policy is not applied to jewelry that is not in its original condition or has any sign of wear or alternation.
h. Discounted items are also returnable; but once replacement occured, there is no full refund. It means discounted replaced items are not returnable, but we can offer further service.
i. Pearl Hours is not responsible for any damaged, lost or uninsured packages in the return