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

• First exchange is completely FREE
• Doorstep pickup arranged — no need to visit any courier centre
• Additional exchanges may incur a nominal shipping charge

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 dispatched after quality verification of 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/lighting differences.

3. Non-returnable & non-exchangeable items

The following cannot be returned or exchanged under any circumstances:

• Earrings (hygiene reasons)
• Silver coins
• Rakhis
• Customised or personalised jewellery
• Made-to-order or engraved pieces
• Items purchased during clearance sales or special promotional offers
• Gift packaging charges

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 status and confirm if eligible.

Important cancellation notes

• Customised, engraved, or made-to-order items cannot be cancelled once confirmed
• 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 24 hours of delivery with the video and photographs
• Share your order ID and 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

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 replacement is not available
• Damaged product received and customer opts for 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
• Alternatively, refunds may 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, timeline starts after 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 time of purchase are non-refundable
• 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 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 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
• Unboxing video or required proof not provided within the specified timeframe
• Fraudulent activity or misuse of policy is suspected

Important guidelines

• 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