Refund policy
At Pearl & Saga, we are committed to offering well-crafted and reliable products for everyday use.
Your satisfaction is important to us, and we understand that in some cases a product may not meet your expectations. To ensure a clear and transparent shopping experience, we have outlined our return and refund policy below.
Return Period
You have 30 calendar days from the date you receive your order to request a return.
After this period, we may no longer be able to process your return request unless otherwise required by applicable consumer protection laws.
Conditions for Returns
To be eligible for a return, all of the following conditions must be met:
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The item must be unused, unworn, and unwashed.
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The item must be returned in its original condition, including original packaging, accessories, manuals, and tags.
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Items showing signs of wear, damage, or alteration after delivery are not eligible for return.
Please note: Certain items may be excluded from returns for hygiene or safety reasons (see Non-Returnable Items below).
Return Shipping Costs
If the item is defective, damaged, or incorrect:
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We will cover the return shipping costs.
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Once your return request is approved, you will receive a prepaid return label and instructions by email.
If you changed your mind or ordered the wrong color or size:
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You may return the item within 30 days, but return shipping costs are your responsibility.
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Original shipping fees (if applicable) are non-refundable.
Step-by-Step Return Process
1. Contact Us
Email us at info@pearlandsaga.com and include your order number and the reason for your return.
2. Receive Return Authorization
Our customer service team will review your request and provide return approval along with detailed instructions.
3. Prepare Your Package
Pack the item securely in its original packaging, including all tags, accessories, and documents.
4. Attach the Return Label
If your return qualifies for a prepaid label, it will be sent to you by email. Please print and attach it securely to your package.
5. Send the Package
Drop off the package at the courier specified in your return instructions. We recommend keeping proof of shipment or a tracking number until your return is completed.
No Restocking Fees
We do not charge restocking or handling fees on returned items.
Refund Processing
Once your return arrives at our warehouse, it will be inspected to ensure it meets the return conditions.
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You will receive an email notification once your return is approved or declined.
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Approved refunds are issued to the original payment method used at checkout.
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Refunds are typically processed within 7 business days after the return is received.
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Your bank or payment provider may require additional processing time.
If the returned item does not meet our return criteria, it may be sent back to you at your expense.
Exchanges
If you would like to exchange an item for a different color, size, or model:
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Contact us at info@pearlandsaga.com within 30 days of receiving your order.
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Include your order number and the details of the item you wish to exchange.
To qualify for an exchange, the item must:
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Be unused and in brand-new condition.
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Include original packaging, tags, and accessories.
Our team will assist you through the exchange process.
Non-Returnable Items
For hygiene and safety reasons, certain items cannot be returned, including but not limited to:
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Undergarments or close-contact apparel
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Socks and other hygiene-sensitive items
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Items clearly marked as non-returnable on the product page
If you are unsure whether your item qualifies for return, please contact us before sending it back.
Contactinformation
Store Name:Â Pearl & Saga Â
Legal Entity: JW E-commerce
Company Address: Rijnzathe 6, 3454 PV De Meern, Netherlands
Chamber of Commerce Number:Â 96567406
VAT-No:Â NL005217625B21
Opening hours customer service
Monday - Friday: 09:00 AM - 5:00 PM (GMT-5)
Saturday - Sunday: Closed
Email:Â info@pearlandsaga.com
Phone: +31645115332
We aim to respond within 24 hours.
