Refund policy

Refund, Resend, and Returns Policy

We want you to be completely satisfied with your purchase. If for any reason you are not, please review our Refund, Resend, and Returns Policy below to understand the options available to you.

Return Eligibility

You can request a return within 15 days of receiving your order. The return must be completed and shipped within 7 daysof receiving instructions from us.

Conditions for Returns:

  • Items must be in unused, unwashed, and unworn condition.
  • Products should be returned with their original packaging, tags, and labels intact.
  • Hygiene-sensitive items (such as underwear, swimwear, etc.) cannot be returned if their hygiene seal is broken.
  • Items that have been altered, damaged, washed, worn, or used are not eligible for returns.
  • Shipping fees are non-refundable unless the return is due to our error, such as sending the wrong product or a quality issue.

Return Shipping Costs

  • Return shipping costs are typically the responsibility of the customer, unless the return is due to a product defect, damage, or our error.
  • Please use a trackable shipping service when returning an item, as we cannot be responsible for packages lost in transit.
  • International returns may incur additional shipping fees, which are the customer's responsibility.
  • Customs duties or taxes on returns are also the customer's responsibility.

Order Cancellation

You can cancel your order before processing. Once your order has been processed or shipped, we are unable to cancel or modify it.

Please note:

  • POD (Print-on-Demand), preorder items, and customized products cannot be canceled after payment.

How to Initiate a Return

To initiate a return, please contact us within 15 days of receiving your order:

  • Email: support@peargirly.com
  • Provide your order number, the reason for the return, and relevant photographs (if applicable, e.g., for damaged or defective items).
  • We will respond within 6 hours with return instructions.

How to Ship Your Return

Once you receive return instructions, please follow these steps:

  • Pack the item securely in its original packaging.
  • Include a note with your order number and reason for the return inside the package.
  • Ship the return using a trackable shipping method to the address provided. We recommend keeping your tracking information for your records.
  • Returns must be sent within 7 days of receiving return instructions.

Refund Processing

Refunds will be processed once we receive and inspect the returned item. The refund will be issued to the original payment method used at checkout.

Please allow up to 7 business days for us to process your refund after receiving the returned item. Original shipping feesare non-refundable unless the return is due to our error.

Exchanges

If you wish to exchange an item for a different size, color, or style, please contact us at support@peargirly.com.

  • Exchanges are subject to product availability.
  • The exchange process may take up to 14 business days, depending on stock availability.

Damaged or Defective Products

We take great care to ensure your items arrive in perfect condition, but in rare cases, they may be damaged or defective.

For damaged products:

  • If your item is severely damaged during transit, we will provide a full refund or replacement.
  • For minor damage (e.g., small scratches, packaging damage), we may offer a partial refund or replacement.

For fragile products, we recommend requesting a refund instead of a replacement.

How to report damage:

  • Please send us photos or videos of the damage.
  • If the damage is related to packaging or handling, we may require a video for verification.
  • Damage claims must be made within 30 days of receiving the item.

Incorrect or Missing Products

If you receive the wrong product or if items are missing:

  • Incorrect Products: If you receive the wrong item (e.g., wrong color, size, or model), we will offer a full refund or replacement.
  • Missing Parts: If parts are missing, we will either send the missing parts or provide a full replacement if the missing parts affect the product’s functionality. If the missing parts don’t affect functionality, we may issue a partial refund.
  • Size or Color Issues: If the size or color of the item is incorrect but does not affect functionality, we will either refund or resend the correct item after receiving your complaint with supporting proof.

For size issues, we ask that you measure the product correctly and send us a photo of the measurement so that we can address the dispute promptly.

Orders Not Received

If your order is marked as delivered, but you did not receive it:

  • We will not process a refund or resend unless we receive an official non-delivery certification from the local post office, including their official seal.
  • If tracking shows an alert (e.g., incorrect address, refused, unclaimed, etc.), we may not offer a refund or resend.

Shipping Delays

  • If your order is delayed, we will address your dispute after 60 days from the shipping date for most regions.
  • For specific regions or shipping methods, delays may extend beyond 60 days.
  • Delays due to customs clearance or local postal issues may not be eligible for resolution.

Force Majeure

We are not responsible for any shipping delays or product damage caused by force majeure events, including:

  • Natural disasters (earthquakes, floods, storms, etc.)
  • Pandemics, strikes, political unrest
  • Customs delays or other government regulations
  • Epidemics or other global disruptions

We will keep you informed via email or other communication channels if such events occur.

Unacceptable Disputes

We do not accept disputes for the following reasons:

  • The buyer simply doesn’t like the item or changes their mind.
  • The product description was misunderstood or is different from what the buyer expected.
  • The buyer ordered the wrong item or made an error selecting the size, color, etc.
  • The product has an unusual smell (unrelated to product quality).
  • Tracking information was deleted or is unavailable.

Service Products

For service products (customized or personalized items):

  • Quality disputes: If the product was not inspected by our quality control team, we may not issue a refund.
  • Non-returnable items: We do not accept disputes on service products unless they underwent quality inspection by us.

Return Address

Returns can only be made to our designated warehouse.

  • We do not recommend returning items internationally due to high costs and the potential for loss during shipping. Returns may take up to 3 months and can be damaged or lost during the return process.
  • If an item is incorrectly returned or sent to an unauthorized address, we will not process a refund.

Shipping Method and Destination Limitations

Some shipping methods are not available in certain countries, and we may not be able to resolve disputes for those orders. Restricted countries include those with logistical challenges (e.g., Afghanistan, Nigeria, Venezuela, etc.).

Contact Us

If you have any questions or need further assistance, please feel free to contact us: