Refund policy

Last updated: October 2, 2026

We want you to love your PEARLYHAVEN ornament kit. This policy explains how order cancellations, returns and refunds work.

Order cancellations

  • You can cancel your order for a full refund within 48 hours of placing it. Email us at pearlyhaven.com@gmail.com with your order number.
  • After 48 hours your order is being processed and can no longer be cancelled, except as described under “Shipping delays” below. You can still return it under our return policy once it arrives.

Shipping delays

If we cannot ship your order within the time stated in our Shipping Policy, we will email you before that time runs out with a revised shipping date and give you the choice to agree to the delay or to cancel your order for a full, prompt refund. This right applies regardless of the 48-hour cancellation window.

Returns (change of mind)

  • You may return items within 14 days of delivery.
  • Items must be unused, with all pearls and gem packets unopened, in the original packaging, with proof of purchase.
  • To start a return, email us at pearlyhaven.com@gmail.com with your order number. We will send you the return address and instructions. Items sent back without first asking us cannot be accepted.
  • For change-of-mind returns, you pay the return shipping cost. Original shipping charges are not refundable. We recommend a trackable shipping service, as we cannot be responsible for returns lost in transit.
  • Opened or partially used kits cannot be returned for change of mind for hygiene and completeness reasons.

Damaged, defective or wrong items

If your order arrives damaged, defective, incomplete or is not what you ordered, email us within 14 days of delivery with your order number and a photo of the issue. We will send a free replacement or give you a full refund, including shipping, at your choice. You will not need to pay to return a damaged, defective or wrong item.

Lost packages

If tracking shows no movement for an extended period or your order has not arrived within the maximum delivery time stated in our Shipping Policy, contact us and we will reship your order or refund it in full.

Refunds

Once we receive and inspect your return, we will email you to confirm whether it is approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund.

Exchanges

The fastest way to get a different design or size is to return the item you have and place a new order.

Bundle discounts

If you return part of a discounted bundle, the refund is based on the discounted price you actually paid for the returned item(s).

Your rights

Nothing in this policy limits any rights you have under applicable consumer protection law, including your rights with your card issuer or payment provider.

Contact

Questions? Email pearlyhaven.com@gmail.com. We reply within 2 business days.