Refund policy

Return & Refund Policy — Pearl of Dunes

At Pearl of Dunes, we want you to be fully satisfied with your purchase. This policy explains when and how you can request a return or refund.

1. Eligibility for Returns

We accept returns only for items that arrive:

  • Defective or damaged (not working as intended, or damaged in transit)
  • Wrong item received (different product, size, or color than what you ordered)
  • Missing parts or accessories that should have come with the product

We do not accept returns for change of mind, incorrect self-selection (e.g., wrong compatibility chosen by the customer), or products that have been used, installed, or altered in a way not related to a defect.

2. Return Window

You must report any defect, damage, or incorrect item within 1 day (24 hours) of delivery. Please inspect your order as soon as it arrives. Requests made after this window will not be accepted, except where required by local consumer protection law.

3. Condition of the Item

To be eligible for a return, the item must be:

  • Unused (except to confirm the defect) and in its original condition
  • In its original packaging, with all accessories, manuals, and free gifts included
  • Accompanied by proof of purchase (order number or receipt)

4. How to Request a Return

  1. Contact our support team at muhammadfaizan23971@gmail.com within 24 hours of delivery.
  2. Include your order number, a description of the issue, and clear photos or a short video showing the defect, damage, or incorrect item.
  3. Our team will review your request and respond within [10] hours/business day with approval and next steps.
  4. Once approved, we will arrange collection of the item from your address.

Please do not send items back before receiving confirmation from our team, as unauthorized returns may not be accepted.

5. Return Shipping Costs

For all approved returns under this policy (defective, damaged, or incorrect items), Pearl of Dunes covers the full cost of return shipping. You will not be charged any fees to send the item back to us.

6. Refunds

Once your return request is approved and the item is collected, refunds are issued as follows:

  • Refund method: Cash on delivery (COD) refund — our courier will hand you the refund amount in cash when collecting the returned item, or on a scheduled follow-up visit.
  • Processing time: Refunds are typically completed within [2 to 5] business days of approval.
  • If a cash refund isn't possible in your area for any reason, our support team will contact you to arrange an alternative (such as bank transfer or store credit).

7. Replacements

If you prefer a replacement instead of a refund for a defective, damaged, or incorrect item, let our support team know when you submit your return request. We will ship the correct or replacement item at no additional cost, once the original item is confirmed for collection.

8. Non-Returnable Situations

We are unable to accept returns in the following cases:

  • The issue is reported more than 24 hours after delivery
  • The item shows signs of misuse, unauthorized repair, or damage caused after delivery
  • The claim is based on personal preference rather than a defect or fulfillment error
  • Original packaging, accessories, or proof of purchase are missing (unless the item itself is defective)

9. Contact Us

If you have any questions about this policy or need help with a return, please reach out:

Pearl of Dunes reserves the right to update this policy at any time. Changes will be posted on this page.