Refund and Returns Policy

At [https://patwapearls.com/], we want you to be happy with your purchase. Every jewellery piece is carefully checked and packed before dispatch. If you receive a product that is damaged, defective, incorrect, or otherwise eligible for return under this policy, you may contact us to request a return, replacement, or refund.

1. Return Eligibility

We accept eligible return requests within 7 days of delivery.

To be eligible for a return, the product must:

Be unused and unworn.
Be in its original condition.
Be returned with the original packaging.
Include all tags, certificates, accessories, and other items supplied with the order.
Not show any signs of damage, alteration, scratches, stains, or misuse.
Be accompanied by the original order details or order number.

Products returned without their original packaging or with signs of use may not be accepted.

2. Damaged or Defective Products

If your jewellery arrives damaged or defective, please contact us within 48 hours of delivery.

Please provide:

Your order number.
Clear photographs of the product.
Photographs of the packaging.
A description of the issue.
An unboxing video, if available.

Our team will review the information and determine the appropriate resolution.

If the product is confirmed to have been damaged before or during delivery, we may offer a replacement, exchange, or refund, depending on product availability and the circumstances.

3. Wrong Product Received

If you receive a product different from the one you ordered, please contact us within 48 hours of delivery.

After verification, we may arrange a replacement with the correct product or provide another appropriate resolution.

Please do not use or alter the product after receiving it.

4. Items Not Eligible for Return

The following products may not be eligible for return or exchange:

Custom-made jewellery.
Personalised products.
Products modified according to customer specifications.
Products that have been worn or used.
Products damaged due to improper handling or misuse.
Products without original packaging.
Products missing certificates, tags, accessories, or other supplied items.
Products purchased as final sale or clearance items where specifically mentioned.

Natural variations in pearls, including differences in colour, shape, size, lustre, and surface characteristics, are not considered defects.

5. Natural Pearl Variations

Pearls are natural gemstones and every pearl is unique.

Minor differences in:

Colour
Shape
Size
Lustre
Surface texture
Natural markings

may occur from one piece to another.

Such natural characteristics are part of the beauty of pearl jewellery and may not qualify for a return or refund.

6. How to Request a Return

To request a return, please contact our customer support team with:

Order Number:
Customer Name:
Registered Phone Number:
Email Address:
Reason for Return:
Photos/Videos:

Our team will review your request and provide return instructions if the request is approved.

Please do not send a product back without receiving return instructions from us.

7. Return Shipping

If the return is due to an incorrect, damaged, or defective product supplied by us, we may arrange or cover the applicable return shipping cost.

For other approved returns, the customer may be responsible for return shipping charges.

Return shipping arrangements may vary depending on the product and reason for return.

8. Product Inspection

All returned products are subject to inspection.

A return may be rejected if the product:

Has been worn or used.
Has been damaged after delivery.
Has been altered or repaired.
Is missing original packaging or accessories.
Does not match the product originally supplied.
Does not satisfy the conditions of this policy.

9. Exchange Policy

Where applicable, an eligible product may be exchanged for another product, subject to availability.

If the requested replacement product is unavailable, we may provide an alternative solution or refund according to the applicable circumstances.

10. Refund Policy

Once an approved return has been received and inspected, we will notify you regarding the status of your refund.

If approved, the refund will generally be processed through the original payment method used for the purchase.

The time taken for the refund to appear in your bank account or payment account may depend on your bank, card issuer, or payment service provider.

11. Shipping Charges

Original shipping charges may not be refundable unless:

The wrong product was shipped.
The product arrived damaged or defective.
The cancellation or return is otherwise approved by us.
Applicable law requires otherwise.

12. Order Cancellation

You may request cancellation of your order as soon as possible after placing the order.

Cancellation may not be possible once the order has been:

Processed.
Packed.
Customised.
Dispatched.

If an order has already been dispatched, it may need to be handled through the applicable return process.

13. Refund for Cancelled Orders

If an eligible cancellation is approved and payment has already been received, the applicable refund will be processed through the original payment method.

The processing time may vary depending on the payment provider or bank.

14. Failed or Duplicate Payments

If your payment has been deducted but your order was not successfully created, please contact us with the relevant transaction details.

If a duplicate payment has been received for the same order, we will verify the transaction and process the applicable refund.

15. Refund Not Received

If you have received confirmation that your refund has been processed but the amount has not yet appeared in your account:

Check your bank or payment provider statement.
Contact your bank or payment provider.
If the issue continues, contact our customer support team with your order and transaction details.