Returns & Refund Policy

Refund & Return Policy

At pearlgo, we want you to love every purchase you make with us. However, we understand that sometimes an item may not be quite right. This Return & Refund Policy explains your rights and our commitments when you choose to return a product. By making a purchase on our store, you acknowledge and agree to the terms set forth below.

1. Return Window

You have 30 calendar days from the date of delivery to initiate a return request. Return requests submitted after this period will not be accepted, and we regret that we will be unable to process a refund or exchange for such items.

2. Return Eligibility & Condition Requirements

To be eligible for a full refund, returned items must meet the following strict criteria:

Product Condition: The item must be unused, unworn, unwashed, unaltered, and free from any damage, stains, or odours — in the exact original condition in which you received it.

Packaging & Tags: All original packaging, brand tags, labels, hygiene strips, and protective seals must be intact, unbroken, and attached to the item.

Proof of Purchase: A valid order number or receipt is required for all return requests.

Non-Returnable Items — Exceptions:

For health, hygiene, and safety reasons, the following categories are not eligible for return or refund under any circumstances:

Underwear, lingerie, and swimwear

Bodysuits, socks, and hosiery

Personal care items, cosmetics, and skincare products

Any items marked or sold as "Final Sale," "Clearance," or "Non-Returnable" at the time of purchase

We reserve the right to reject any return that does not comply with these conditions.

3. Return Shipping & Associated Fees

We strive to make returns as straightforward as possible. Please review the shipping arrangements below:

Option A – Free Returns (If Applicable): We offer complimentary return shipping. Our designated courier will collect the item from your preferred address within the UAE at no additional cost to you.

Option B – Flat Return Fee (If Applicable): A standard return shipping fee of AED 20 will be deducted from your total refund amount to cover the cost of return logistics.

Important Note on Initial Shipping: Please be aware that any shipping fees paid at the time of your original order are non-refundable, regardless of the return reason.

4. How to Initiate a Return

To submit a return request, please follow these steps:

Contact our Customer Support team via:[email protected]
In your message, please provide the following information:
Your order number

The name and SKU of the item(s) you wish to return

The reason for return (e.g., size issue, change of mind, defective item, wrong item received)

Our support team will review your request and respond within 1 to 3 business days. Once approved, we will arrange a courier pickup or send you detailed return instructions.

Please do not send items back to us without prior return approval, as this may result in processing delays or rejection of your return.

5. Refund Processing & Timelines

Once your returned item has been received at our warehouse, it will go through a thorough quality inspection.

Inspection Period: Please allow 2–5 business days from the date of receipt at our facility for inspection to be completed.

Approval Notification: You will receive an email and/or SMS notification confirming whether your return has been approved or rejected, based on the item's condition upon inspection.

Refund Method: Approved refunds will be credited back to the original payment method (credit/debit card, or other method used at checkout) used for the purchase.

Refund Timeline: After approval, it typically takes 7 to 30 business days for the refund to appear in your account, depending on your bank or card issuer's processing policies.

If your return is rejected due to non-compliance with our conditions, we will notify you and, at your discretion, may arrange to ship the item back to you at your own cost.

6. Exchanges

We currently do not offer direct exchanges.

If you wish to receive a different size, colour, or alternative product, the quickest and most efficient way is to:

Return the original item by following the process above

Once your return is approved and refunded, place a new order for the desired item

This ensures you receive your replacement as quickly as possible without waiting for exchange processing.

7. Damaged, Defective, or Incorrect Items

We take great care to ensure every order is packed safely and accurately. However, if your item arrives damaged, defective, or does not match what you ordered, please act promptly:

Inspection Deadline: Notify us within 48 hours of delivery confirmation.

Required Evidence: Please provide your order number along with clear photos or videos showing:

The outer packaging (all sides)

The damaged, defective, or incorrect item

Any visible flaws or discrepancies

Once we verify your claim, we will expedite a free replacement or issue a full refund, including any applicable return shipping costs, at no additional charge to you.

8. Contact Us

If you have any questions, concerns, or need further clarification about our Return & Refund Policy, please don't hesitate to reach out:

Email :[email protected] or Phone:+97134985482.