Return & Cancellation Policy
At TinaPearls, we are committed to providing a thoughtful and enjoyable shopping experience for every customer.
Please carefully review the following Return & Refund Policy before placing your order.
15-Day Return Guarantee
Requests regarding after-sales issues must be submitted within 15 days after delivery.
Important Notice:
Please contact TinaPearls customer support before returning any item. Returns sent without prior authorization will not qualify for a refund.
① Standard Orders
Eligible standard items may be returned within 15 days of delivery if all return conditions below are met.
Please note that original shipping fees, expedited shipping fees, and return shipping costs are the responsibility of the customer.
Return Conditions
- Item must be unworn
- Item must be unwashed
- Item must be undamaged
- Item must remain in original condition
- Original tags and packaging must be included
- Items showing signs of wear, damage, alteration, or missing tags will not be accepted
Non-Returnable Items
- Custom-made jewelry or personalized items
- Customized size or design products
- Custom color orders
- Final Sale items
- Returns based on personal preference only
- Natural handmade details that are not considered defects
- Items requested for return after 15 days of delivery
Because pearls are natural materials, slight differences in texture, shape, tone, or surface are considered part of the beauty and uniqueness of each piece and are not treated as defects.
② Customized Orders
Customized or made-to-order pieces are specially created for each customer and therefore cannot be returned or exchanged.
However, if an item arrives damaged, defective, or incorrect due to an error on our side, TinaPearls will provide a replacement or refund solution accordingly.
If you believe your order has a quality issue, please contact us as soon as possible with clear photos and order details for review.
③ How To Return
Please contact us within 15 days after receiving your order to request return authorization.
Return Process
- Submit a return request via email
- Receive return approval from our support team
- Obtain the authorized return address
- Ship the return package
- Provide tracking information
- Refund issued after inspection
Important Return Notes
- Please provide photos or supporting evidence for any quality issue, damage, or incorrect item received.
- Returned items must remain in original condition, unworn, unwashed, unaltered, and include original packaging and tags.
- A valid tracking number is required for all returns.
- Customers are responsible for return shipping costs unless the item was damaged, defective, or incorrectly shipped by TinaPearls.
Return Shipping Costs
For customer preference returns (such as change of mind, dislike, or sizing preference), customers are responsible for return shipping fees.
If the item is defective, damaged, or incorrectly shipped due to our error, TinaPearls will cover the return-related solution accordingly.
Refund Processing Time
After the returned item has been received and inspected, eligible refunds will be processed within 3–5 business days.
Refunds apply to the product amount only and do not include original shipping fees.
Cancellation Policy
Many TinaPearls pieces are handcrafted or prepared specifically for each order. Once production has begun, labor and material costs are incurred.
- Unpaid orders are automatically canceled.
- Cancellations within 24 hours are eligible for a full refund.
- Cancellations within 24–72 hours are eligible for:
- 80% refund of product price
- 100% refund of shipping fees
- Cancellations after 72 hours are eligible for:
- 60% refund of product price
- 100% refund of shipping fees
- Once an order has shipped, it cannot be canceled.
- After delivery, customers may request a return according to this Return Policy.
After placing your order, you will receive an order confirmation email. Please contact us within 24 hours if any order information requires modification.
Exchange Policy
At this time, TinaPearls does not offer direct product exchanges.
If you would like a different style, design, or item, please return the eligible product according to this policy and place a new order separately.
Customers are responsible for return shipping fees when returning eligible items.
Contact Us
If you have any questions regarding returns, refunds, or cancellations, please contact our support team:
Email: support@tinapearls.com
Business Hours:
Monday – Friday
8:30 AM – 5:30 PM (UTC+8)
We are always happy to assist you.