Refund policy

Returns and Refunds Policy

Our policy lasts 14 days. If 14 days have passed since you received your purchase, unfortunately we cannot offer you a refund or an exchange.

To be eligible for a return, the item must be in the same condition in which you received it and must not have undergone any handling beyond what was necessary to establish its nature, characteristics and functioning.

1. How to start a return (Right of Withdrawal)

To exercise your right to return an order, you must notify us of your decision before the 14-calendar-day deadline expires.

You can do so by sending us an email at customerservice@orquideapearls.com or by calling us on 971 644 144. Please include your name, order number and the details of the item you wish to return. If you prefer, you may use the standard withdrawal form, but it is not compulsory.

2. Sending the return

Once you have informed us of your intention to return the product, you have a maximum of 14 calendar days to send it back to us at the following address:

PERLAS ORQUÍDEA, S.A. CTRA. Palma - Manacor Km 30. 07230 MONTUIRI (MALLORCA)

The shipping costs for the return are at your expense. The original shipping costs of your order will be refunded to you (with the exception of any additional costs if you chose express delivery or a delivery other than the least expensive standard delivery we offer).

We recommend using a tracked shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

3. Refunds

Once we receive and inspect your return, we will send you an email to notify you that we have received the item. We will also notify you of the approval or rejection of your refund.

If it is approved, we will process the refund using the same payment method you used for the original transaction. Payment will be made without undue delay and, in any case, within a maximum of 14 calendar days from the date you informed us of your decision to withdraw.

Please note: We may withhold the refund until we have received the items or until you have provided us with valid proof of their return, whichever condition is met first.

4. Exceptions and items that cannot be returned

The right of return will not apply to the following types of product:

• Personalised items: Goods made to the customer's specifications or clearly personalised (made to measure).

• Handled or incomplete items: Jewellery showing clear signs of use, wear, handling or alteration, as well as items missing their original packaging, case, labels or the corresponding warranty certificate.

• For hygiene and health reasons: Sealed items that are not suitable for return for health protection or hygiene reasons and that have been unsealed after delivery.