At Pearlica, your satisfaction is our priority. We want every purchase to feel right. If anything is not as expected, our policies are simple, fair, and customer-friendly.

1. Exchange policy

We offer a hassle-free 7-day exchange policy. Your first exchange is completely free with doorstep pickup.

Eligible reasons

• Size issue — the item does not fit as expected
• Design change — you prefer a different style or design
• Dissatisfaction — the product does not match your expectation

Conditions

• Exchange request must be raised within 7 days of delivery
• Product must be unused and unworn
• Product must be in its original packaging with all tags intact
• Original invoice or proof of purchase is required

Exchange charges

• Your first exchange on an order is completely FREE
• Doorstep pickup is arranged — you do not need to visit any courier centre
• Any further exchange on the same order is charged a flat shipping fee of Rs. 149, payable before pickup is scheduled

Exchange process

• Contact our support team within 7 days of delivery
• Share your order ID, reason for exchange, and preferred replacement item
• We will schedule a convenient doorstep pickup
• Replacement is dispatched after quality verification of the returned item
• Replacement delivery: 4–7 working days after quality check

Value difference

If the replacement item costs more, you pay the difference. If it costs less, the balance is issued as store credit. Exchanges are subject to product availability. Our team will confirm before scheduling pickup.

2. Return policy

Returns are accepted only in the following cases:

Eligible return cases

• Wrong product delivered
• Damaged product received
• Product not received despite delivery confirmation
• Product lost in transit

Conditions

• Return request must be raised within 48 hours of delivery
• Clear images and an unboxing video are mandatory as proof
• Once approved, our team will share pickup instructions
• Replacement initiated within 2–3 business days of receiving the returned item

Returns are not accepted for change of mind, personal preference, or colour variation due to screen or lighting differences.

Earrings and studs are eligible for return under the damage, wrong item, or non-delivery cases listed above. The hygiene restriction in Section 3 applies only to preference-based exchanges, not to defective or incorrectly delivered items.

Manufacturing faults that appear after delivery — such as a broken clasp or a loose stone — are covered separately under our 15-day manufacturing defect guarantee. See our Pearlica Care page for details.

3. Non-returnable & non-exchangeable items

Individual earrings and studs

For hygiene reasons, individual earrings and studs cannot be exchanged for reasons of size, design preference, or dissatisfaction.

This restriction does not apply to damaged, defective, or wrongly delivered items. Earrings received in damaged or incorrect condition are always eligible for replacement, subject to the unboxing video requirement in Section 5.

Earrings within a set

Earrings supplied as part of a pendant set or jewellery set are covered by our standard 7-day exchange policy. Such sets are exchanged as a complete unit — individual components of a set cannot be exchanged separately.

Gift packaging

Gift packaging charges added at checkout are non-refundable once the order has been dispatched.

4. Cancellation policy

When can you cancel?

• Orders can be cancelled within 24 hours of placement
• Orders can also be cancelled before dispatch, even if 24 hours have not elapsed
• Once the order is shipped, cancellation is not possible
• If your order has been dispatched, an exchange is still available after delivery. See Section 1.

How to cancel

Contact support with your order ID and registered email or mobile number. Our team will verify the order status and confirm if it is eligible.

Important cancellation notes

• COD orders cannot be cancelled once dispatched
• Pearlica may decline requests if the order has already been processed or handed to the courier

5. Damaged product policy

What to do if you receive a damaged product

• Record a clear unboxing video at the time of opening
• Contact us within 48 hours of delivery with the video and photographs
• Share your order ID and a description of the damage

Resolution — your choice

Once your claim is verified, you choose:

• Full replacement dispatched at no additional cost, or
• Full refund to your original payment method

An unboxing video is mandatory for all damage claims. Claims without video proof cannot be processed.

6. Refund policy

When are refunds issued?

• Order cancelled within the eligible window — before dispatch, or within 24 hours
• Product not received despite delivery confirmation
• Product lost in transit
• Wrong product delivered and a replacement is not available
• Damaged product received and the customer opts for a refund
• Order cancelled by Pearlica due to stock unavailability or verification failure

Refund method

• Refunds are processed to the original payment method used at checkout
• Refunds may alternatively be issued as store credit if preferred
• COD refunds are processed via bank transfer after collecting account details

Refund timeline

• Refunds are initiated within 5–7 business days after approval
• For returned items, the timeline starts after the item is received and quality verified
• Final credit timing may vary depending on your bank or payment provider

Non-refundable charges

• Shipping charges paid at the time of purchase are non-refundable
• Gift packaging charges are non-refundable once the order has been dispatched
• Additional courier charges for re-dispatch or special handling are non-refundable

Partial refunds

If a returned item is incomplete, damaged due to customer handling, or missing its original packaging, Pearlica reserves the right to issue a partial refund after evaluation. The final amount will be communicated before processing.

Refund after RTO (return to origin)

If an order is returned to us due to an incorrect address, failed delivery attempts, or refusal to accept the parcel, the refund (if applicable) will be processed after deducting applicable shipping and handling charges.

Refund rejection

Refunds may be declined if:

• The product does not meet return eligibility conditions
• The item shows signs of wear, misuse, or customer-caused damage
• The unboxing video or required proof was not provided within the specified timeframe
• Fraudulent activity or misuse of the policy is suspected

Important guidelines

• An unboxing video is mandatory for all damage and wrong product claims — no exceptions
• Slight colour variations due to lighting or screen differences are not considered defects
• Delivery timelines may be affected by logistics or external factors beyond our control
• Avoid contact with water, perfumes, sweat, and chemicals to maintain jewellery quality
• Pearlica reserves the right to approve or decline any request after verification

Need assistance?

Email: contact@pearlica.in
Phone: +91 9699518449
Hours: Monday to Saturday, 10:00 AM – 6:00 PM