1. Overview
This Refund and Return Policy ("Policy") outlines the terms under which Pebble Bead accepts returns and processes refunds for products purchased through our online store. By making a purchase, you agree to the terms of this Policy.
2. Return Eligibility
2.1 Return Window: You may request a return within fourteen (14) calendar days from the date of delivery.
2.2 Condition Requirements: To be eligible for a return, items must be:
- Unused, unworn, and in their original condition
- In original packaging with all tags and labels attached
- Free from any damage, alterations, or signs of use
- Accompanied by proof of purchase (order number or receipt)
3. Non-Returnable Items
The following items are excluded from our return policy and cannot be returned or refunded:
- Custom-made or personalized jewelry and products
- Items marked as "Final Sale" or "Non-Returnable" at the time of purchase
- Products that have been worn, used, altered, resized, or damaged by the customer
- Earrings and piercing jewelry (for hygiene reasons)
- Strung beads that have been unstrung or restrung
- Items returned without prior authorization
- Products purchased more than 14 days prior to return request
4. Return Process
4.1 Return Authorization: All returns require prior authorization. To initiate a return:
- Contact our customer service via email within 14 days of delivery
- Provide your order number, item(s) to be returned, and reason for return
- Await Return Merchandise Authorization (RMA) number and shipping instructions
- Ship the item(s) within 7 days of receiving RMA approval
4.2 Return Shipping: The customer is responsible for all return shipping costs unless the return is due to our error (incorrect or defective item). We recommend using tracked shipping and retaining proof of postage.
4.3 Packaging: Items must be securely packaged to prevent damage during transit. We are not responsible for items damaged due to inadequate packaging.
5. Refund Processing
5.1 Inspection: Upon receipt, all returned items undergo inspection to verify eligibility. Returns that do not meet the conditions outlined in Section 2.2 may be rejected.
5.2 Refund Timeline: Approved refunds are processed within 7-10 business days of receiving the returned item. The refund will be credited to your original payment method.
5.3 Refund Amount: Refunds include the purchase price of the item(s). Original shipping costs are non-refundable unless the return is due to our error.
5.4 Bank Processing: Please allow an additional 5-10 business days for the refund to appear in your account, depending on your financial institution.
6. Damaged or Defective Items
6.1 Reporting Period: If you receive a damaged, defective, or incorrect item, you must notify us within 48 hours of delivery.
6.2 Documentation Required: Please provide:
- Clear photographs showing the damage or defect
- Photo of the shipping packaging
- Order number and brief description of the issue
6.3 Resolution: Upon verification, we will offer a replacement or full refund at no additional cost to you, including return shipping.
7. Order Cancellation
7.1 Orders may be cancelled for a full refund within 12 hours of placement, provided the order has not been processed for shipping.
7.2 Cancellation requests received after 12 hours or after the order has been shipped will be treated as a standard return and subject to this Policy.
8. Exchanges
We do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired item.
9. Late or Missing Refunds
If you have not received your refund within the stated timeframe:
- Check your bank account and pending transactions
- Contact your credit card company or bank
- If you have completed these steps and still have not received your refund, contact us
10. Contact Information
For all return and refund inquiries, please contact our customer service team via email. Include your order number in all correspondence for faster processing.
Last updated: January 2025