Refund policy
We have a 30-day return policy for change-of-mind returns, which means you have 30 days after receiving your item to request a return.
To be eligible for a change-of-mind return, your item must be in the same condition that you received it, unused and unwashed, with tags or labels attached where applicable, and in its original packaging. You’ll also need the receipt or proof of purchase.
For change-of-mind returns, customers are responsible for the cost of returning the item to us. Original shipping charges are non-refundable unless the item is faulty, damaged, incorrect or otherwise covered by your rights under applicable consumer law. We recommend using a tracked shipping service, as Perlehaus cannot be responsible for return parcels lost in transit.
To start a return, please contact us at perlehausptyltd@gmail.com. If your return is accepted, we’ll provide the return address and instructions on how to send your item. Items returned without first requesting and receiving return approval may not be accepted.
You can always contact us at perlehausptyltd@gmail.com with any questions about returns.
Damages and issues
Please inspect your order upon delivery and contact us as soon as possible if your item is damaged, defective, incorrect or missing. Please include your order number, a description of the issue and, where possible, clear photographs so we can assess the matter and resolve it promptly.
If an item is faulty, damaged, incorrectly described or otherwise fails to meet applicable consumer guarantees, we will provide an appropriate remedy in accordance with applicable consumer law. This may include a repair, replacement or refund depending on the circumstances.
Where we are responsible for the return of an item, Perlehaus will cover reasonable return shipping costs.
Nothing in this policy limits your rights under the Australian Consumer Law, the New Zealand Consumer Guarantees Act 1993, or any other rights that cannot lawfully be excluded.
Exceptions / non-returnable items
For hygiene reasons, certain personal-use or hygiene-sensitive products may not be eligible for change-of-mind returns once opened, used or removed from their original sealed packaging. Gift cards and personalised or made-to-order products are also not eligible for change-of-mind returns.
Sale items are eligible for change-of-mind returns unless they are clearly marked as final sale at the time of purchase.
These exclusions do not limit any rights or remedies you may have under the Australian Consumer Law, the New Zealand Consumer Guarantees Act 1993, or other applicable consumer protection laws, including where an item is faulty, damaged, incorrectly described or otherwise fails to meet applicable consumer guarantees.
Exchanges
We do not offer direct exchanges at this time. If you would like a different item, colour or size, please return the eligible item in accordance with this policy and place a new order separately.
Refunds
Once we receive and inspect your return, we’ll let you know whether your refund has been approved. If approved, the refund will be issued to your original payment method.
Please allow time for your bank or card provider to process the refund after it has been issued.
Original shipping charges are not refunded for change-of-mind returns. This does not affect any rights you may have where an item is faulty, damaged, incorrect or otherwise covered by applicable consumer law.