Refund policy

Return and Refund Policy

Last updated: 03/06/2024

WHAT IS OUR RETURN POLICY?

To return products bought online, please contact our Customer Service at +971 50 353 1878 within seven (7) days of receiving your order. A customer service agent will assist you. Returns are not applicable for promotional or sale items. Opened or used products will not be accepted.

Returned items must be unused, with all Pearla Vera tags attached, and in the original box and sealed packaging.

Returns for damaged products are limited to manufacturing defects and do not apply to misuse or failure to follow care instructions.

If you paid:

- By credit/debit card directly on the website:
  Once the returned products are received and accepted at the warehouse, Pearla Vera will refund the amount to the same card used (excluding shipping, courier, and customs fees). Refunds may take up to seven (7) to ten (10) business days to process.

- By cash on delivery:  
  Once the returned products are received and accepted at the physical store, you will receive a store credit note for use in our stores only. If returned to the warehouse, an online voucher will be issued within two (2) to three (3) business days.

- By Delayed Payment Provider:  
  After Pearla Vera receives, accepts, and processes your return, your refund will be processed according to the Delayed Payment Provider's terms and conditions.

If you received a product as a gift and wish to return it, please contact our Customer Service. All products must be unused, with all Pearla Vera tags attached, and in the original box and packaging with the original invoice within fourteen (14) days of your order date.

HOW DO I EXCHANGE AN ITEM?

To exchange products bought online, please contact our Customer Service at +971 50 353 1878 within seven (7) days of receiving your order. A customer service agent will assist you.

Exchanges are not applicable for promotional or sale items. Products must be returned in the same condition as received and in the original box and packaging. Opened or used products will not be accepted.

Once we receive and inspect the product(s), you may exchange them for any other product(s).

- If the selected exchange product is of a higher value, you will pay the difference at the store.
- If the selected exchange product is of a lower value, you will receive the difference as store credit.

HOW DO I CANCEL MY ORDER?

You can cancel your order by contacting our Customer Service at +971 50 353 1878 before your order is processed. After processing, cancellations will be treated as returns. Please refer to the Return section.