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Hidden Pearl Refund Policy (UK-Based)
At Hidden Pearl, we take great care in sourcing and opening oysters to provide a unique and exciting experience for our customers. Below is our refund policy, outlining the circumstances under which refunds may or may not be issued.
1. General Refund Policy
Due to the nature of our products and services, we operate a no-refund policy except in cases where goods are faulty, not as described, or damaged in transit. Please read the following conditions carefully before making a purchase.
2. Pearls - Size, Colour & Shape
The pearls revealed during an oyster opening are completely natural and unique. This means size, colour, and shape cannot be guaranteed.
As the pearls are a product of nature, variations are to be expected and are part of their beauty.
Refunds will not be issued on the basis of dissatisfaction with the size, colour, or shape of a pearl.
3. Edison Pearls
Size Cannot Be Guaranteed
Edison pearls can range in size from 8mm to 11mm, but in some cases, they may be larger or smaller than this range.
As Edison pearls are naturally cultivated, their final size is unpredictable and varies.
Refunds will not be provided if the Edison pearl is deemed too big or too small by the customer.
4. Monster Oysters
For Monster Oysters, every effort will be made to keep the shell intact during opening. However, due to the natural structure and fragility of the shell, this cannot be guaranteed.
Receiving the shell is considered a bonus and not a guaranteed part of the purchase.
Refunds will not be provided if the shell cracks or breaks during the opening process.
5. Damaged or Faulty Items
If any jewellery settings or additional accessories arrive faulty or damaged, please contact us within 48 hours of receipt with photographic evidence.
In cases where a manufacturing defect is identified, a replacement will be offered. If a replacement is not available, a refund may be issued at our discretion.
6. Returns & Exchanges
Due to hygiene reasons, jewellery and custom settings are non-refundable and cannot be exchanged unless faulty.
If an error has been made in your order (e.g., incorrect jewellery setting sent), please notify us within 48 hours, and we will arrange for a correction.
7. Cancellations & Order Amendments
Once an oyster has been opened, cancellations and changes cannot be made as the service has been completed.
If you wish to cancel or amend an order before the opening takes place, please contact us as soon as possible.
8. Contact Us
For any refund or return inquiries, please email us at hiddenpearl2025@yahoo.com within the stated timeframes. Please include your order number and photographic evidence if applicable.
By making a purchase with Hidden Pearl, you acknowledge and agree to the terms outlined in this refund policy.
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