At Pearlpals, we want you to be completely happy with your purchase. If for any reason you're not satisfied, please let us know and we'll do our best to make it right.
Please Review Our Return & Refund Policy Carefully:
We accept the returns only if:
- You request a return within 14 days of receiving your order.
- The item(s) must be returned in their original packaging and unworn.
- The item(s) must be returned in their original condition and unused.
- You must have the receipt or proof of purchase.
- It must be in the same condition as when you received it.
To initiate a return, please contact us at support@pearlpals.com.au. If your return is approved, we will provide you with a return shipping label and furnish you with detailed instructions on how and where to send your package. Please note that we will not accept items sent back to us without prior authorization.
If you have any inquiries or concerns regarding the return process, feel free to reach out to us at support@pearlpals.com.au.
We do not accept returns of:
1, Earrings: We are unable to accept any returns on earrings, unless the item is faulty, in which case we will provide a full refund.
2, Sale Items: All sale items are final, unless the item is faulty, in which case we will provide a full refund.
3, Gift cards and Vouchers.
Circumstances for Returns & Refunds:
Wrong Product:
If you receive a flawed order, please contact us at support@pearlpals.com.au with photos of the incorrect product. We will provide a return shipping label and, once tracking is confirmed, promptly ship a replacement product.
Exchange:
We exclusively facilitate exchanges for defective or damaged products. If you require an exchange for the same product, please contact us via email at support@pearlpals.com.au. We will process the exchange free of charge.
Order Cancellation:
If you wish to cancel your order, please contact us as soon as possible. While we will make every effort to halt processing, we cannot guarantee cancellation once you have received the product.
How to return your item(s):
To initiate a return, simply email us at support@pearlpals.com.au or contact us via online chat with the following details:
- Your order number
- The item(s) you wish to return or exchange
- The reason for the return
We'll provide you a Return Merchandise Authorization (RMA) number. After receiving a RMA number, place the item securely in its original packaging, and mail your return to the following address:
PREALPALS
RMA #
1 Anthony Rolfe Ave
Gungahlin, ACT 2912
Australia
Once we receive the item(s) and verify their condition, we'll process your refund or exchange. Refunds will be issued to your original payment method, while exchanges will be shipped to you.
Please note that the item(s) must be returned in their original condition and packaging, with all tags and labels attached. We reserve the right to refuse returns that do not meet these requirements.
Please note that we do not cover the cost of return shipping unless the item(s) received were defective/damaged or wrong item(s). If that's the case, please contact us immediately and we'll provide you with a prepaid return label.
If you have any questions about our return policy or need assistance with your return, please don't hesitate to contact us. We're here to help and want you to have the best possible experience shopping with us.
Refund:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
- If you haven’t received a refund yet, first check your bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next contact your bank. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us.
Your satisfaction is of utmost importance to us.
For additional inquiries:
If you have any more questions or need further assistance, please reach out to our customer service team at:
Contact us
Or Email: support@pearlpals.com.au