1. Cancellation Policy
- Cancellation Before Shipment: Orders can be cancelled before they are shipped. A full refund will be processed for approved cancellations.
- Cancellation After Shipment: Once an order has been shipped, cancellation is not permitted under this policy. However, customers may refer to our Return and Refund Policy for further assistance, subject to applicable consumer protection laws.
- Refund Timeline: The refund will generally be credited to the original payment account within 5–7 business days. The actual time may vary depending on the bank or payment service provider.
2. Replacement Policy
We strive to ensure that every product reaches you in good condition. If you receive a defective or physically damaged product, Pretty Pearl will review your request for a replacement under the following conditions.
Eligibility for Replacement
A replacement can be requested if:
- The product is found to be defective or physically damaged upon delivery.
- The replacement request is submitted within 24 hours of delivery for physical damage or other defects.
- Our team examines the available evidence and confirms that the issue qualifies for a replacement.
Conditions for Replacement
To qualify for a replacement, the following criteria must be met:
- The product must be returned in its original packaging, including, wherever applicable:
- Proof of purchase (invoice or receipt)
- Price tags and labels
- Warranty card
- Freebies and accessories received with the product
- Any additional missing or damaged items must be reported promptly and may require verification.
- An unboxing video is requested for claim verification, particularly for claims involving missing items, physical damage, or incorrect products.
- If the package appears damaged or tampered with upon delivery, please report the issue to the delivery agent and contact our support team promptly. Where possible, document the condition of the package before accepting delivery.
Exchange Requests for Non-Defective Products
If you receive the correct product but wish to exchange it for another product, the following conditions apply:
- The product must be unused and in its original sealed packaging.
- The customer may be required to bear the courier charges for returning the product, where applicable and legally permissible.
- All supporting documents, including the invoice, price tags, labels, warranty card, accessories, and freebies, must be included wherever applicable.
- An exchange or refund, if approved, will be initiated after we receive and inspect the returned product.
Exchanges for non-defective products are subject to approval and product availability.
Refund and Replacement Limitations
A refund or replacement may not be approved in the following circumstances, subject to applicable law:
- The product is not defective and the request does not qualify under our applicable return or exchange policy.
- Physical damage or other defects are not reported within 24 hours of delivery.
- The product is damaged due to electrical surges, improper use, mishandling, or other damage caused after delivery.
Nothing in this policy limits any consumer rights or remedies available under applicable law.
3. Return and Replacement Process
- Approval and Return Shipping: Once your return or replacement request is approved, our support team will provide instructions. Unless otherwise agreed, the customer must arrange shipment of the product within 48 hours of approval and ensure it reaches our designated warehouse within 3–4 days, where reasonably possible.
- Proper Packaging: Pack the product securely to minimise the risk of damage during return shipping. Customers should retain proof of dispatch and tracking details. Pretty Pearl will review any damage occurring during return transit in accordance with applicable law and the circumstances of the case.
- Warehouse Verification: Upon receiving the returned product, our team will inspect it to verify the reported issue and compliance with the applicable policy. If the request is approved, the replacement will generally be processed within 72 hours after verification, subject to stock availability and operational requirements. If the product does not meet the applicable eligibility conditions, the request may be declined, with the reason communicated to the customer.
4. Contact Us
For any questions or assistance regarding cancellations, returns, refunds, or replacements, please contact our support team:
- Brand: Pretty Pearl
- Business owner: Pipabase Enterprises
- Email: care@pipabase.com
- Phone: +91 9714439262
Thank you for choosing Pretty Pearl. We appreciate your trust and support!
