Refund policy

Wrong Item Received
If a customer receives a product that does not match their order:

The claim must be submitted within a maximum of 7 calendar days from the date the item is received.
Customers must include an uninterrupted unboxing video and photos of the received product.
The product must be unused and still in its original packaging.
Once the claim is approved, we will send the correct product or issue a refund.
Return shipping costs will be covered by us.

 

Damaged or Defective Item
If a product is received in damaged or defective condition:

The claim must be submitted within a maximum of 7 calendar days from the date the item is received.
Customers must include an uninterrupted unboxing video as proof.
We reserve the right to request additional photos for the verification process.
Once the claim is approved, the customer may choose between a product replacement or a refund.

 

Non-Returnable Conditions
Returns or exchanges are not applicable if:

The product has been used, modified, or damaged due to user negligence.
Adequate unboxing video proof is not available.
The claim is submitted after the specified time limit has passed.
The damage occurred due to use that does not comply with the instructions.

 

Refunds
If a refund is approved:

The funds will be returned via the original payment method or another agreed-upon method.
Refund processing time ranges from 5–14 business days, depending on the payment provider and bank involved.

 

Non-Returnable Products
The following products cannot be returned unless there is a shipping error or manufacturing defect:

Discounted or clearance sale products.
Products custom-made based on customer requests.
Products that have been opened, used, or are not in their original condition.

 

How to Submit a Claim
To submit a return or exchange claim, customers may send an email to marketing@motherofpearl.com using the subject line [Return and Exchange of Goods_order code], including the following:

Order number.
Customer's name.
Uninterrupted unboxing video.
Product photos.
A brief description of the issue experienced.

Our team will carry out verification within 1–3 business days.