Terms & Conditions

This document sets forth the legally binding terms and conditions governing order cancellations, product returns, and refunds for all purchases made through Pearlgo. By placing an order on our website, you acknowledge that you have read, understood, and agree to be bound by these terms, which are designed to comply with applicable UAE e-commerce regulations and consumer protection laws.

Please read these terms carefully before completing your purchase. If you do not agree with any part of these terms, you should not place an order through our website.

1. Order Cancellation by the Customer

a) Before Dispatch: You may request to cancel your order without incurring any charges, provided that the order has not yet been processed or dispatched from our warehouse. To initiate a cancellation, please contact our customer support team immediately via the contact details provided in Section 7 below. We will make every reasonable effort to accommodate your request.

b) After Dispatch: Once your order has been shipped and a tracking number has been generated, cancellation is no longer possible. The order is considered in transit and cannot be intercepted or modified. If you no longer wish to keep the items, you must accept delivery and subsequently initiate a return in accordance with the conditions set out in Section 3 below.

2. Order Cancellation by the Website

We reserve the right, in our sole and absolute discretion, to refuse, limit, or cancel any order for any reason, including but not limited to the following circumstances:

Product unavailability or limitations on quantities available for purchase;

Errors or inaccuracies in product descriptions, pricing, or promotional offers;

Suspected fraudulent activity or irregularities identified by our fraud prevention systems;

Inability to verify or confirm your billing or shipping information;

Failure of our courier partners to reach you after multiple delivery attempts, or an invalid/unreachable delivery address provided at checkout.

In the event that we cancel your order after your payment method has been charged, we will issue a full refund to the original payment method used at checkout. You will receive a confirmation notification via email once the refund has been processed.

3. Return Eligibility & Conditions

Under applicable UAE consumer laws, you may request a return for eligible products subject to the following strict conditions:

a) Return Window: You must notify us of your intention to return the item(s) within 14 calendar days from the date of delivery. Return requests submitted after this period will not be accepted.

b) Product Condition: To qualify for a full refund, returned items must be:

In brand-new, unused, unworn, and unwashed condition;

Free from any damage, stains, odours, or signs of use;

Returned in their original packaging, with all tags, labels, hygiene seals, and accessories intact and unbroken.

c) Non-Returnable Items — Exclusions: For health, hygiene, and safety reasons, the following product categories are strictly non-returnable and non-refundable:

Cosmetics, personal care products, and fragrances (if opened or with broken seals);

Underwear, lingerie, sleepwear, and swimwear;

We reserve the right to reject any return that does not meet the above conditions, and such items may be returned to you at your own expense.

4. Refund Method & Processing Timeline

a) Refund to Original Payment Method: All refunds will be processed exclusively to the original credit/debit card or payment method used at the time of purchase. We do not issue refunds via cash, bank transfer, or alternative payment channels.

b) Refund Processing Time: Once your return is approved and received at our warehouse, please allow:

5–7 business days for quality inspection and refund approval;

An additional 7–14 business days for the refund amount to appear on your bank or credit card statement, depending on your financial institution's processing policies.

c) Non-Refundable Charges: The following fees are strictly non-refundable, unless the return is a result of our error (e.g., wrong item shipped or defective product received):

Original shipping and handling fees paid at checkout;

Any customs duties, import taxes, or ancillary charges incurred during delivery.

5. Return Process & Logistics

To initiate a legally valid return, please follow the procedure outlined below:

Step 1 – Submit a Return Request: Send a formal return request via email , including the following information:

Your order number;

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

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

Supporting photo/video evidence, if applicable (for damaged or incorrect items).

Step 2 – Return Approval: Our customer support team will review your request and respond within 1 to 3 business days. If approved, we will provide you with return authorisation and arrange for our designated courier partner to collect the package from your preferred UAE address.

Step 3 – Return Shipping Fee:

Standard Returns: A flat return shipping fee of AED 20 will be deducted from your total refund amount to cover the cost of return logistics.

Defective or Incorrect Items: If the return is due to a product defect, damage, or our error in sending the wrong item, the return shipping fee will be waived and a full refund (including original shipping charges) will be issued.

Important: Please do not return any item without prior authorisation from our support team. Unauthorised returns will not be accepted and may be discarded or returned to you at your own cost.

6. Governing Law & Dispute Resolution

a) Governing Law: These Terms & Conditions, and any disputes arising from or relating to your purchase, return, or refund, shall be governed by and construed in accordance with the laws of the United Arab Emirates.

b) Dispute Resolution: Any claim, dispute, or controversy arising out of or in connection with these terms or your order — whether contractual or non-contractual

c) Informal Resolution: Before initiating any formal legal proceedings, we encourage you to contact our customer support team to seek an amicable resolution. We are committed to addressing all concerns fairly and in good faith.

7. Governing Law & Disputes

These terms are governed by the applicable laws of the Emirate of Dubai,United Arab Emirates. Any disputes arising from these terms shall besubject to the jurisdiction of the Dubai Courts.