Refund policy
At Pearl Perfumes, we want you to shop with confidence. If you change your mind about an eligible purchase, you may request a return within 14 days of receiving your order, subject to the conditions below.
14-Day Returns
You may request to return an eligible item within 14 days of receiving your order.
To qualify for a change-of-mind return, the product must be:
- Unused and unopened
- In its original packaging
- In the same condition in which it was received
- Complete with all original seals, cellophane, labels and accessories, where applicable
- In a condition suitable for resale
Please take reasonable care of the products while they are in your possession.
Perfumes & Sealed Products
If you intend to return a fragrance, please do not open, spray, test or remove the original protective seal or cellophane.
Where a product is supplied with a hygiene or protective seal, we may be unable to accept a change-of-mind return once that seal has been broken where an applicable consumer-law exception applies.
This does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described.
Damaged, Faulty or Incorrect Items
If you receive an item that is damaged, faulty, incorrect or not as described, please contact us as soon as possible.
Please provide your:
- Order number
- Full name
- Details of the issue
- Clear photographs of the product and packaging, where possible
Our customer service team will review the issue and provide an appropriate solution in accordance with your statutory rights.
Please do not dispose of a damaged or incorrect product until we have advised you what to do.
How to Request a Return
Before returning an item, please contact Pearl Perfumes Customer Service.
Email: info@pearlperfumes.co.uk
Phone: +44 74380 88946
When contacting us, please provide:
- Your order number
- Full name
- Product(s) you wish to return
- Reason for the return
Once your request has been reviewed, our team will provide you with the appropriate return instructions.
Please do not send your return before contacting us, as this may delay the processing of your return or refund.
Return Delivery Costs
For standard change-of-mind returns, the customer is responsible for the cost of returning the item, unless we confirm otherwise.
If your product is faulty, damaged, incorrect or not as described, we will deal with reasonable return costs as required under applicable UK consumer law.
We strongly recommend using a tracked delivery service and keeping your proof of postage until your return and refund have been completed.
Refunds
Once your returned item has been received, we will inspect it to confirm that it meets the applicable return requirements.
If your return is approved, the refund will be issued to your original payment method.
Please allow additional processing time for your bank, card provider or payment service to credit the funds to your account.
Where required by UK consumer law following a valid cancellation of the whole order, eligible standard outbound delivery charges will also be refunded. Additional charges resulting from choosing a more expensive delivery option than our standard delivery service may not be refundable.
Items That Cannot Be Returned
Subject to your statutory rights, we may be unable to accept change-of-mind returns where:
- The fragrance has been used or tested
- An applicable hygiene or protective seal has been broken
- The item is not in its original condition
- Original packaging, parts or accessories are missing
- The product has been damaged after delivery through misuse or improper handling
- The item is otherwise exempt from cancellation rights under applicable consumer law
Exchanges
If you would like a different fragrance, we recommend returning your eligible unwanted product according to this policy and placing a new order for your preferred fragrance.
Your Statutory Rights
Nothing in this Returns & Refund Policy is intended to limit or exclude your statutory rights under applicable UK consumer law, including your rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods.
Need Help?
If you have any questions about a return, refund or your order, please contact our customer service team:
Pearl Perfumes Customer Service
Email: info@pearlperfumes.co.uk
Phone: +44 74380 88946