Return & Exchange Policy

Last updated: August 2026

We want you to love your Pure Pearls jewellery. If something isn’t right with an order delivered to you, here’s how our return and exchange process works.

Which Purchases This Policy Covers

This policy applies only to orders placed online at purepearls.in and delivered to you by courier.

Purchases made in person at our boutique in Adyar, Chennai are final. They cannot be returned, exchanged, cancelled, or refunded under any circumstances. Please read “Boutique Purchases Are Final” below before you buy in store.

Boutique Purchases Are Final

We do not accept returns or exchanges on any jewellery bought in person at our Chennai boutique. No returns, no exchanges, no refunds, no cancellations. This holds whatever the reason and however soon after the sale you contact us.

The reason is simple. At the boutique you examine the exact piece you are taking home before any money changes hands. You can hold it, try it on, see it under daylight and under store lighting, ask for a loupe, compare it against every other piece in the case, take as long as you need, and walk out without buying. Our staff are there to answer every question about the pearls, the metal, the finish, the clasp, and the fit.

Completing an in-store purchase therefore confirms that you have inspected the piece and accepted it in its condition as seen and agreed at the counter. No claim about condition, quality, colour, shape, lustre, size, fit, or a change of mind can be raised afterwards, and the 7-day window described below does not apply.

This is exactly why online orders are treated differently. Online you cannot see or handle the piece before you pay, so the 7-day window after delivery exists to give you that inspection. A boutique purchase has already had that inspection, at the counter.

A boutique purchase also cannot be converted into an exchange, a swap for another piece, store credit, Pearl Points, or a refund of any kind. We will decline any such request, and we are not obliged to give a reason.

Please be certain before you complete an in-store purchase. Our team would far rather you make a second visit to decide than leave with a piece you are unsure about.

Return Window (Online Orders Only)

We accept returns on online orders within 7 days of delivery. To be eligible for a return, the item must be:

• Unused and unworn
• In its original packaging with all tags intact
• Accompanied by the original invoice/receipt

How to Initiate a Return

1. Email us at support@purepearls.in with your order number and reason for return
2. Our team will respond within 24–48 hours with return instructions
3. Ship the item back using a trackable shipping method
4. Once received and inspected, we will process your refund or exchange

Exchange (Online Orders Only)

Want a different piece instead? We’re happy to help on online orders. Pieces bought in person at the boutique cannot be exchanged. Exchanges are subject to availability. If the exchange item is of a higher value, you pay the difference. If it is of a lower value, the balance is credited to your account as Pearl Points, which you can spend on any future order. Exchanges are exempt from the processing and packaging charges that apply to refunds. Please note that items received through an exchange are not eligible for return.

To start an exchange, open the order in your account and choose Exchange an item. Pick the pieces and tell us why, and it opens a message to our team on WhatsApp so we can take it from there.

Items Not Eligible for Return

• Anything purchased in person at our Chennai boutique — no return and no exchange (see “Boutique Purchases Are Final” above)
• Customised or personalised jewellery
• Products that have been worn, resized, or altered
• Items with missing tags or packaging
• Earrings and nose pins (for hygiene reasons)
• Sale or discounted items (unless defective)
• Orders whose Pearl Points have been redeemed within the 7-day return window (see “Pearl Points & Returns” below)

Pearl Points & Returns

Pearl Points earned on an order are credited on delivery and can be redeemed immediately. If you redeem Pearl Points while an order is still within its 7-day return window, whether the points earned on that order or any accumulated balance, the reward benefit of that order is treated as consumed, and the order becomes non-returnable, non-exchangeable, and non-refundable. If you think you may want to return an order, do not redeem your Pearl Points until its return window has closed.

Damaged or Defective Deliveries

If an online order reaches you damaged or defective, please contact us within 48 hours of delivery with photos of the product and packaging. We will arrange a free replacement or full refund. This applies to online orders only, because a piece bought at the boutique was inspected and accepted by you at the counter.

Return Shipping

• Defective/wrong items: Return shipping is on us
• Change of mind: Customer bears the return shipping cost

Charges & Deductions

On returns, a transaction processing charge of 2.5% and packaging charges (₹100 for products under ₹5,000, and ₹300 for products ₹5,000 and above) are borne by the Customer and deducted from the refund amount.

Your Statutory Rights

Nothing in this policy limits any right available to you under the Consumer Protection Act, 2019 that cannot be excluded or waived by agreement.

Contact Us

Email: support@purepearls.in
Phone: +91 988 409 1767