Refund policy

Last updated: August 27, 2026

At Pearlivo, we want you to understand and feel confident about the jewelry you choose. Because pearls are delicate, high-value organic gemstones whose condition can change once they are worn, we maintain a short appreciation period for change-of-mind returns while providing separate protection for authenticity, undisclosed treatments, incorrect items, and genuine product defects.

Nothing in this policy limits any consumer rights that cannot legally be excluded or restricted under the laws applicable to your purchase.

48-Hour Jewelry Appreciation Period

For eligible items, you may request a return for a change of mind within 48 hours of confirmed delivery, based on the delivery timestamp recorded by the shipping carrier.

A change-of-mind return includes situations where:

  • you decide the style is not right for you;
  • you prefer a different size, design, or pearl type;
  • the item does not suit your personal styling preference; or
  • you simply decide not to keep the item.

The 48-hour period is the deadline for submitting your return request. You do not need to have the package physically returned to us within 48 hours.

Once a return is approved, the item must normally be shipped back within 5 calendar days, using a trackable shipping service.

Where applicable consumer law provides a longer statutory cancellation or return period, those statutory rights will apply.

Tamper-Evident Return Tag

Eligible Pearlivo jewelry is shipped with a tamper-evident return tag attached.

You are welcome to carefully inspect and try on the jewelry during the applicable appreciation period, but the return tag must remain:

  • attached;
  • intact;
  • uncut;
  • unaltered; and
  • in its original position.

Once the return tag has been removed, cut, replaced, reattached, or otherwise tampered with, the item is considered to have been accepted for wear and is no longer eligible for a voluntary change-of-mind return.

Removing the return tag does not eliminate valid claims relating to authenticity, undisclosed treatments, an incorrect item, a manufacturing defect that existed when the item was delivered, or any rights that cannot legally be excluded.

Conditions for Change-of-Mind Returns

To qualify for a voluntary change-of-mind return, the item must:

  • have a return request submitted within the applicable return period;
  • have the Pearlivo tamper-evident return tag fully attached and intact;
  • be unworn other than careful initial try-on;
  • show no signs of extended wear or use;
  • be free from scratches, stains, odors, cosmetic residue, perfume, skincare products, or other contamination;
  • have no alteration, resizing, restringing, repair, or modification;
  • include its original packaging and any accessories or materials supplied with the order; and
  • be returned securely packaged to prevent damage in transit.

Pearlivo reserves the right to refuse a voluntary change-of-mind return if the returned item does not meet these conditions.

Return Shipping for Change-of-Mind Returns

Unless required otherwise by applicable law, customers are responsible for the cost of returning items when the return is based solely on a change of mind.

We strongly recommend using a trackable and appropriately insured shipping service for high-value jewelry.

The customer remains responsible for the returned item until it has been received by Pearlivo.

Original shipping charges are generally non-refundable for voluntary change-of-mind returns, except where applicable law requires otherwise.

Authenticity & Disclosure Guarantee

The 48-hour appreciation period does not limit Pearlivo's responsibility for the authenticity or material description of our jewelry.

Pearlivo sells real cultured pearls and does not sell imitation pearls presented as genuine cultured pearls.

Pearlivo does not sell pearls that we knowingly represent as naturally colored when their color has instead been created through undisclosed dyeing.

If a qualified and reputable independent gemological laboratory determines that a Pearlivo item materially differs from our description in relation to:

  • pearl authenticity;
  • imitation material being represented as cultured pearl;
  • undisclosed dyeing where the pearl was represented as natural-color;
  • materially incorrect pearl identity; or
  • materially incorrect jewelry material description,

please contact us promptly and provide the laboratory report and relevant order information.

A verified authenticity or disclosure issue is not treated as a normal change-of-mind return and is therefore not subject to the ordinary 48-hour appreciation window.

Where such a claim is verified, Pearlivo will provide an appropriate remedy, which may include a replacement or full refund, together with reasonable return shipping where applicable.

Pearl treatments and pearl authenticity are not the same thing. Some recognized pearl categories may undergo customary post-harvest processing. Where treatment or processing is materially relevant to the identity or appearance of a Pearlivo product, we aim to describe it accurately rather than use treatment to make one pearl appear to belong to a rarer pearl category.

Incorrect, Damaged, or Defective Items on Arrival

Please inspect your jewelry carefully when it arrives and before removing the return tag or beginning regular wear.

If your order:

  • contains the wrong item;
  • arrives visibly damaged;
  • has a damaged clasp, chain, setting, or other component;
  • is missing an item; or
  • appears to have a manufacturing defect that existed at delivery,

please contact us as soon as possible.

For arrival-condition issues, we strongly recommend contacting Pearlivo within 72 hours of confirmed delivery and providing:

  • your order number;
  • clear photographs of the item;
  • photographs of the packaging where shipping damage is suspected; and
  • a brief description of the issue.

Prompt reporting helps us determine whether an issue was present when the item was delivered.

This 72-hour reporting recommendation does not remove any rights you may have under applicable consumer law.

Natural Pearl Characteristics Are Not Manufacturing Defects

Cultured pearls are formed by living mollusks and naturally vary from pearl to pearl.

Normal natural characteristics may include variations in:

  • shape;
  • surface texture;
  • growth marks;
  • body color;
  • overtone;
  • orient;
  • size; and
  • the way individual pearls reflect light.

These natural variations are part of the character of genuine cultured pearls and are not, by themselves, considered manufacturing defects.

However, if the item you receive materially differs from the product description or from representations made at the time of purchase, please contact us.

Wear, Care, and Customer-Caused Damage

Pearls require gentler care than many harder gemstones.

Damage that occurs after delivery because of wear, accidental impact, inappropriate cleaning, chemical exposure, or improper storage is not considered an original manufacturing defect.

Examples may include damage associated with:

  • wearing pearl jewelry while showering or bathing;
  • swimming while wearing pearls;
  • exposure to chlorine, pool chemicals, or seawater;
  • direct or repeated contact with perfume, hairspray, cosmetics, or skincare products;
  • ultrasonic cleaning;
  • steam cleaning;
  • harsh jewelry cleaners or chemicals;
  • abrasive cloths or cleaning tools;
  • scratches caused by contact with diamonds, gemstones, metals, or other hard surfaces;
  • impact, crushing, pulling, bending, or accidental damage;
  • inappropriate storage;
  • damage caused by unauthorized repair or alteration; or
  • normal wear that develops through continued use.

A problem caused by customer misuse or improper care is handled separately from an original product defect.

Where possible, Pearlivo may still help you understand appropriate repair or care options, but such assistance does not automatically mean that the issue qualifies for a refund.

Custom, Modified, and Personalized Items

Unless required otherwise by applicable law, the following items are generally not eligible for voluntary change-of-mind returns:

  • bespoke or custom-designed jewelry;
  • engraved or personalized pieces;
  • jewelry altered at the customer's request;
  • customized pearl strand lengths;
  • customer-requested restringing or structural modifications;
  • resized items where customization prevents resale as standard inventory; and
  • items clearly identified as Final Sale before purchase.

This exclusion does not apply where the item has a verified authenticity issue, undisclosed material treatment, manufacturing defect, incorrect fulfillment, or where applicable law provides otherwise.

Exchanges

If you would prefer a different eligible item, contact Pearlivo within the applicable change-of-mind period.

Exchange requests are subject to the same return conditions, including the requirement that the tamper-evident return tag remain attached and intact.

Any price difference between the original item and the replacement item will be handled before the exchange is completed.

Return shipping and any additional shipping costs for voluntary exchanges may be the customer's responsibility unless the exchange is required because Pearlivo sent an incorrect or defective item.

How to Request a Return

To request a return:

  1. Contact Pearlivo using the customer service contact information shown on our website.
  2. Provide your order number and the reason for your request.
  3. Where relevant, provide clear photographs of the jewelry and return tag.
  4. Wait for return authorization and return instructions before sending the item.
  5. Once approved, package the jewelry securely and ship it within the stated return period using a trackable service.

Please do not send returns to an address without first receiving return instructions from Pearlivo.

Unauthorized returns may experience significant processing delays.

Return Packaging

Pearl jewelry must be packed carefully for return.

Please:

  • use the original jewelry box or another rigid protective jewelry box;
  • prevent metal clasps, chains, posts, or other components from rubbing directly against pearl surfaces;
  • prevent the jewelry from moving freely inside the package; and
  • use protective outer packaging suitable for international shipping.

Damage caused by inadequate return packaging may affect eligibility for a voluntary refund where permitted by law.

Refund Processing

Once your return arrives, Pearlivo will inspect it before approving the refund.

If approved, the refund will normally be initiated to the original payment method within 5–10 business days after inspection.

Your bank, card issuer, payment provider, or financial institution may require additional time before the funds appear in your account.

Pearlivo does not control payment-provider processing times.

Customs Duties, Taxes, and International Charges

Customs duties, import taxes, brokerage charges, and similar government or carrier fees may be treated differently depending on the destination country and how the original order was shipped.

Unless required by applicable law or caused by a Pearlivo fulfillment error, Pearlivo does not guarantee reimbursement of customs duties or import taxes paid directly to customs authorities or third parties.

Customers may need to contact the relevant customs authority or carrier regarding recovery of eligible duties or taxes.

Consumer Rights

This policy provides Pearlivo's voluntary return terms and does not replace mandatory consumer protections.

Where the laws of your country or region provide rights that are more favorable than the terms above, those legal rights will apply.

For example, certain jurisdictions provide statutory cancellation rights for qualifying online purchases or mandatory remedies when goods are faulty, unsafe, misdescribed, or not of acceptable quality.

Nothing in this policy is intended to exclude, restrict, or modify rights that cannot legally be excluded.

Our Approach

Pearlivo believes that a long-term relationship begins with clear expectations.

We want customers to have enough time to carefully inspect a new piece before deciding to keep it, while also protecting the integrity of jewelry that may otherwise have been worn, exposed to cosmetics or chemicals, or improperly cared for before being returned.

At the same time, authenticity, honest treatment disclosure, and accurate product descriptions are not limited to a short appreciation window.

Our goal is simple: to be clear about what you are buying, responsible for what we sell, and fair about what happens after a piece begins its life with you.