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Return & Refund Policy
At The pearls studio, we are committed to delivering high-quality, handcrafted polymer clay art pieces and candles that you will love. Each of our creations is made with care and attention to detail, and we strive to ensure that our customers are satisfied with their purchases. However, we understand that sometimes things don’t go as planned, and you may need to return an item or request a refund.
This Return & Refund Policy outlines the conditions under which returns, exchanges, and refunds can be requested. Please read this policy carefully before making a purchase.
1. Returns Eligibility
We accept returns only for certain conditions. Since our products are handmade and often customized, not all items are eligible for return. Please review the following guidelines:
- Eligible Items: You may return eligible items if they are defective, damaged during shipping, or incorrect (e.g., wrong product shipped).
- Ineligible Items: We do not accept returns for custom or personalized orders unless the item is damaged or defective upon arrival. Due to the handmade nature of our polymer clay art and candles, slight variations in color, texture, and design are normal and are not considered defects.
- Unused & Original Condition: For returns, the product must be in its original, unused condition. Any items that have been used, altered, or show signs of wear will not be eligible for a return or refund.
2. Return Timeframe
You must initiate the return process within 14 days of receiving your order. After 14 days, we are unable to accept returns.
To initiate a return, please contact us at [customer support email or phone number] with your order number, details of the product, and reason for the return. We will review your request and provide instructions on how to proceed with the return, including where to send the item.
3. Return Process
Once you contact us to initiate a return, we will provide you with a return authorization and the return address. You are responsible for shipping the item back to us, and you will be responsible for paying the return shipping costs unless the item was damaged or incorrect. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
Steps for returning an item:
- Contact Us: Email us at [support email] with your order number and details about the item you wish to return.
- Pack the Item: Carefully pack the item in its original packaging or similar protective materials to ensure it is not damaged during return shipping.
- Ship the Item: Send the package to the return address we provide, using a trackable shipping method.
4. Damaged or Defective Items
We take great care in packaging our products to ensure they arrive safely. However, if your order arrives damaged or defective, please notify us within 7 days of receiving your package.
To report a damaged or defective item, please follow these steps:
- Take Clear Photos: Provide clear photos of the damaged product and its packaging.
- Contact Us: Email us at [support email] with the photos, your order number, and a description of the damage.
- Resolution: We will evaluate the issue and, if applicable, offer a replacement or refund.
Please note that minor variations in handmade products, such as small differences in color or texture, are not considered defects and do not qualify for returns or refunds.
5. Refunds
Once we receive and inspect your returned item, we will notify you of the status of your return. If your return is approved, we will initiate a refund to your original method of payment. Refunds typically take 5–10 business days to process, depending on your payment provider.
- Full Refund: If the item was defective, damaged, or incorrect, you will receive a full refund, including the original shipping cost.
- Partial Refunds: In certain situations, only partial refunds may be granted (e.g., if the item shows signs of use or damage caused after receipt).
- Non-Refundable Items: Custom-made or personalized orders are non-refundable unless damaged upon arrival.
6. Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product due to defects or shipping damage, please contact us at [support email] with details of the issue and we will assist you in arranging an exchange. Please note that exchanges are subject to availability, as many of our products are one-of-a-kind or made in limited batches.
7. Custom Orders & Personalized Items
Due to the nature of custom orders and personalized items, we do not offer refunds or exchanges for these products unless they are damaged or defective upon arrival. Please ensure that all custom details, including size, color, and personalization, are correct before placing your order.
Custom orders may take longer to process and ship due to the nature of handmade craftsmanship. Please refer to the product description or contact us for estimated processing times for custom pieces.
8. Non-Returnable Items
Certain items are ineligible for return or refund under any circumstances:
- Custom or personalized products (unless damaged or defective).
- Gift cards or promotional items.
- Items on clearance or marked as "Final Sale."
9. Return Shipping Costs
In cases where the return is due to our error (such as shipping a damaged or incorrect item), we will cover the cost of return shipping. For all other returns, the customer is responsible for paying the return shipping costs. Return shipping fees are non-refundable.
10. How to Contact Us
If you have any questions about this Return & Refund Policy, or if you need assistance with a return, refund, or exchange, please don’t hesitate to contact us. We’re here to help and ensure you have a positive experience with our products.
- Email: thepearls.studio@gmail.com
- Address: Mora Bhagal, Surat, Gujarat, India
By placing an order with us, you agree to the terms outlined in this Return & Refund Policy. We encourage you to carefully read this policy and the product descriptions before making a purchase to ensure you are fully satisfied with your order.