Refund policy

RETURNS

Full-priced, non-personalized items can be fully refunded if returned within 14 business days of receiving the item, excluding shipping costs.

Items purchased during any sale are final and cannot be refunded or returned.

We do not cover shipping costs for returned items; customers are responsible for all return shipping charges. We reserve the right to deny returns, exchanges, or repairs deemed unreasonable.

Tarnishing is not considered a defect, as our jewellery can tarnish with contact with chemicals or prolonged exposure to water. Please refer to our Care Instructions for detailed care specific to your item.

Perla Haus is not liable for personal breakage, damage, or wear and tear. We clearly communicate this to all our customers.

Please note freshwater pearls used in each necklace will look slightly different and some pearls can be imperfect.

RETURNS PROCESS

To initiate a return, please email us and arrange the return within 14 business days of receiving item.

Be sure to provide your full name and order number in the return request.

The item must be returned in its original, unworn condition and in its original packaging. Perla Haus reserves the right to refuse a return or refund if the product is not in its original condition.

For international returns, please indicate on the consignment note that the product is being returned to avoid any customs duties or taxes.

It is the customer’s responsibility to ensure the item is safely returned. We are not responsible for lost or damaged items during shipping. Please securely package your item, using bubble wrap or padding, and ship with tracking.

Returns will be processed within 2-3 business days once received. If you’re unsure whether your return has arrived, check the tracking information from the courier service. We are not responsible for lost items in transit, so please keep a record of the tracking number..