Refund policy

Return & Refund Policy

At Pearl Haven, operated by MAXECOMERCE GROUP LTD, customer satisfaction is at the core of our business. We aim to ensure your shopping experience is completely transparent, reliable, and seamless.

This policy outlines your statutory rights regarding cancellations, returns, and refunds under the UK Consumer Contracts Regulations 2013 and the UK Consumer Rights Act 2015.

1. 14-Day Right to Cancel (Cooling-Off Period)

Under UK law, you have the statutory right to cancel your order and return your purchase without giving any reason within 14 calendar days from the day after you (or a designated third party) physically receive the goods.

To meet the cancellation deadline, you must inform us of your decision to cancel before the 14-day period has expired.

2. Return Eligibility & Conditions

To be eligible for a return under your standard right to cancel:

  • Items must be unused, unworn, unwashed, and in the exact condition you received them.

  • Items must remain in their original packaging, complete with all original tags, protective packaging, and accessories attached.

  • Proof of purchase (such as your order number or order confirmation email) is required.

Exceptions / Non-Returnable Items: In accordance with health, hygiene, and statutory exemptions, the following items cannot be returned unless they are faulty:

  • Underwear, boxer briefs, swimwear, or intimate apparel where the hygiene seal or original packaging has been opened or broken.

  • Pierced jewellery or personal hygiene items where seals have been tampered with.

  • Customised, bespoke, or personalised items.

3. How to Initiate a Return

Please follow these steps to process a return:

  1. Contact Support: Email our customer care team at pearlhaven.ecommerce@outlook.com within 14 days of receiving your item. Please state your full name, order number, the item(s) you wish to return, and the reason for the return.

  2. Return Authorisation: Once your request is reviewed and approved, our team will provide you with the correct return instructions and returning address.

  3. Dispatch the Return: You must dispatch the returned item(s) back to us within 14 days of notifying us of your cancellation request.

Please note: Returns sent without prior contact or authorization will not be accepted.

4. Return Postage Costs

  • Voluntary Returns / Change of Mind: You (the customer) are responsible for paying the direct cost of returning the item(s) to us. We strongly advise using a tracked postal service or purchasing shipping insurance, as we cannot accept responsibility for items lost or damaged in transit back to our facility.

  • Damaged, Defective, or Incorrect Items: If you receive an item that is faulty, damaged, or incorrectly fulfilled, please notify us immediately upon delivery (within 30 days). In these circumstances, we will cover the return shipping costs or issue a prepaid shipping label.

5. Order Tracking & Delivery Windows

  • Order Processing & Tracking: Tracking information is generated and dispatched to your email address within 48 hours following your purchase.

  • Delivery Window: Standard delivery takes up to 15 working days from the date of dispatch.

  • Delayed Shipments: If your package has not arrived within 15 working days, please reach out to us at pearlhaven.ecommerce@outlook.com so we can promptly investigate the shipment status with our carrying courier.

6. Inspection & Refund Process

  • Inspection: Upon receipt of your return, our team will inspect the item(s) to confirm compliance with our return conditions. We will send you an email notification confirming whether your refund has been approved or rejected.

  • Issuing Refunds: Once approved, your refund will be processed promptly. All refunds are issued directly back to your original payment method used at checkout via Shopify Payments.

  • Refund Timeline: Refunds are issued within 14 days of us receiving the goods back, or receiving valid proof of return postage. Please note that depending on your credit card provider or banking institution, it may take an additional 5 to 10 working days for the refunded amount to appear in your account.

  • Standard Delivery Fees: If you cancel your complete order within the 14-day cooling-off period, we will refund the purchase price along with our standard delivery charge (if applicable). Enhanced or express shipping costs above our standard delivery rate are non-refundable.

7. Exchanges

We only replace items if they are defective, damaged, or incorrectly dispatched. If you wish to exchange an item for a different size, colour, or model, the fastest approach is to return the original item following the procedure above and place a new order directly on our store.

8. Contact & Business Details

If you have any questions regarding our Return and Refund Policy, please contact our support team:

  • Legal Company Name: MAXECOMERCE GROUP LTD

  • Trading Name: Pearl Haven

  • Company Registration Number: 16959223

  • Registered Office Address: 61 Bridge Street, Kington, United Kingdom, HR5 3DJ

  • Email: pearlhaven.ecommerce@outlook.com

  • Telephone: +44 7378 317951