Refund policy

Returns, Refunds & Exchanges Policy
Last updated: November 2025

We’re a small team passionate about South Sea pearls, and our goal is your happiness. We want you to feel confident shopping with us so here’s how returns and refunds work.

Nothing in this policy restricts your legal rights under UK consumer law (e.g. for faulty goods)

Change-of-Mind Returns

If you order something and decide it’s not quite right, no worries

Eligibility:

  • Notify us via email at renegadepearls@outlook.com within 14 days of receiving the item that you wish to return
  • After notifying us, you have another 14 days to return the item
  • The item must be unworn, undamaged, and in its original box
  • Earrings are excluded from change-of-mind returns for hygiene reasons (unless clearly sealed in original box)

Returns & Postage Cost:

  • You (the customer) are responsible for return postage costs
  • You may wish to use a tracked and insured service as we can’t accept liability for loss or damage in transit
  • Please return the item to us in the original packaging. Be sure to package carefully to ensure it arrives safely

Refunds:

  • Once we receive and inspect the returned item (and confirm it meets the conditions), we will refund the full purchase price.
  • We will process refunds within 14 days of receiving the return
  • Refunds will be issued to the original payment method

Exchanges:

  • We currently do not offer direct exchanges, but you’re welcome to return the original item for a full refund (Please see our Refunds section for more on this) and place a new order for your preferred item

Faulty or Damaged Items

If your item arrives faulty, damaged, or materially not as described, we want to make it right

How to report a fault:

  • Contact us via email at renegadepearls.com within 30 days of receiving the item including:
      a) your name & order number
      b) photos or videos clearly showing the issue
      c) a description of the issue

   d) let us know if you want a refund, or a like for like replacement

 

Returns & Costs:

  • We will supply a prepaid return label or reimburse your reasonable postage costs upon authorisation
  • Return the item to us in its original box & packaging (where possible)

·       Once we receive and authorise your return, we will issue a full refund

  • We reserve the right to refuse a refund or replacement if the damage is due to misuse, wear, negligence or failure to follow Care instructions

Exceptions & Non-Returnable Items

  • Earrings are non-refundable for hygiene reasons, unless they are unopened in their original packaging. All sales of earrings are final unless faulty (I guess we’ll need to somehow seal in the earrings. Otherwise, open to interpretation)
  • If an item has been clearly used, altered, cleaned, or damaged by misuse, we reserve the right to refuse the return