Return & Exchange Policy
At PearlHem, we want our customers to shop with confidence.
If you are not satisfied with an eligible purchase, you may request a return within 30 calendar days after delivery.
1. Return Eligibility
Eligible return requests must be submitted within 30 calendar days after delivery.
For standard change-of-mind returns:
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Items must be unused and in their original condition.
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Original accessories and components should be included where applicable.
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Proof of purchase or an order number is required.
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Returns must comply with the applicable return conditions.
These conditions do not limit statutory rights concerning defective, damaged, or incorrectly supplied goods.
2. How to Request a Return
Please contact our customer support team at:
Email: service@pearlhem.com
Include:
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Your order number.
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The item you wish to return.
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The reason for your request.
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Photos where reasonably available if an item arrived damaged, defective, or incorrect.
Our support team will provide return instructions.
Please contact us before mailing a return so we can help identify and process your package. This does not restrict statutory cancellation rights.
3. Return Shipping Address
Our designated return address is the same as our company address.
Recipient:
Chenshi Department Store, Songyuan Economic and Technological Development Zone — PearlHem Returns
Address:
Unit 3, Room 101, Building A9
Rhine Huaxi·Heyue
Jinghu South Road, Wanfu Community
Economic and Technological Development Zone
Songyuan City, Jilin Province
China
Phone: +86 13159581374
Email: service@pearlhem.com
International return shipping costs and delivery times may vary.
4. Return Shipping Costs
Change-of-Mind Returns
For eligible returns due to personal preference, ordering mistakes, or a change of mind, customers are responsible for return shipping costs to our designated return address in China, unless otherwise required by applicable law.
Return shipping charges may vary depending on the destination, package size, and shipping carrier.
We recommend using a trackable shipping service.
Damaged, Defective, or Incorrect Items
If a product is confirmed to be damaged, defective, or incorrectly supplied, PearlHem will arrange an appropriate remedy.
This may include a replacement, refund, or necessary return shipping arrangements at our expense, according to applicable law.
5. Item Condition
For standard change-of-mind returns, items should be unused and in their original condition.
Original accessories and components should be included where applicable.
Where permitted by law, refunds may be reduced to reflect damage or loss in value resulting from handling beyond what was reasonably necessary to inspect the item.
This does not restrict rights concerning faulty or incorrectly described goods.
6. Refund Processing
Once an eligible return has been received and reviewed, we will notify you of the outcome.
Approved refunds will be issued to the original payment method without undue delay and within applicable legal deadlines.
Your bank or payment provider may require additional time for the refund to appear.
Original shipping charges will be refunded where required by applicable law.
For ordinary change-of-mind returns, original shipping charges are generally non-refundable unless otherwise required by law.
7. Exchanges
If you wish to exchange an item, please email service@pearlhem.com.
Exchanges depend on product availability.
For ordinary change-of-mind exchanges, customers are responsible for return shipping costs unless otherwise required by law.
Any applicable shipping charges for replacement items will be disclosed before confirmation.
For defective, damaged, or incorrect products, an appropriate remedy will be provided in accordance with applicable law.
8. Order Cancellations
Please contact service@pearlhem.com as soon as possible if you wish to cancel an order.
Orders that have not yet been dispatched may be eligible for cancellation and a full refund.
Once an order has shipped, the standard return process generally applies, subject to applicable consumer rights.
9. Consumer Rights
Nothing in this policy excludes or limits mandatory consumer rights under applicable law.
Where local consumer protection laws provide additional rights or remedies, those rights will apply.
10. Contact Information
PearlHem
Operated by: Chenshi Department Store, Songyuan Economic and Technological Development Zone
Email: service@pearlhem.com
Phone: +86 13159581374
Business and Return Address:
Unit 3, Room 101, Building A9
Rhine Huaxi·Heyue
Jinghu South Road, Wanfu Community
Economic and Technological Development Zone
Songyuan City, Jilin Province
China