3R’s Policy

Return, Replacement and Refund

Last updated: August 31, 2026

To protect both our customers and our business, all return, replacement and refund requests are subject to proper investigation. You can send a request in My Orders within 24 hours after you receive your order.

1. Legal basis

This policy follows Republic Act No. 7394 (Consumer Act of the Philippines) and Republic Act No. 11967 (Internet Transactions Act).

Customer satisfaction is important, but “the customer is always right” does not mean every complaint automatically qualifies for a refund. We believe in fair treatment: our customers deserve quality products, and our business deserves a fair and proper investigation before being accused of selling defective or low-quality products.

2. Cancelling an order

If you have not paid yet, you can simply cancel the order in My Orders. Nothing is charged. Once an order is paid, refund and return requests open only after you have received your order, within the 24-hour period stated above.

3. Damaged or defective items

Please report the concern immediately and provide clear photos of the damage in your request. We may ask questions to determine when and how the damage occurred. Requests for a damaged, wrong or not-as-described item need at least one photo and a short account of what happened and when you noticed it.

4. No automatic refund

A refund or replacement will not be granted simply because a customer requests or demands one. The item and supporting evidence must first be assessed.

5. Customer-caused damage

Damage caused by improper handling, accidents, pulling, dropping, chemicals, perfume, water, unauthorized repairs, or normal wear and tear is not considered a seller defect.

6. Change of mind

Personal preference, change of mind, or simply not liking the item is not automatically a valid reason for return or refund. These requests are assessed case by case, and the item must be unused and in its original condition and packaging.

7. Proper communication

We are always willing to address legitimate concerns. However, customers must cooperate with reasonable questions and provide the information needed for investigation. Insults, threats, shouting, or refusing to answer relevant questions will not replace the required evidence. If we need more details, we will ask in My Orders and by email, and you can reply there with a message and photos.

8. Verified defects

If a genuine seller or manufacturer defect is confirmed, the appropriate remedy will be provided in accordance with applicable Philippine consumer laws. Depending on the case, this may be a replacement or a refund. You can tell us which you prefer when you send your request, but the final decision is made after we assess it.

9. How refunds are paid

Refunds go back to the same payment method you used (GCash, card or Maya) through PayMongo. For Cash on Delivery orders, approved refunds are sent by GCash or bank transfer — we will message you to ask for your account details.
For returns, the refund is the price of the returned item. Shipping is refunded when the problem is on our side (a confirmed defect, wrong item or not-as-described item).
GCash and Maya usually show the refund within a few days. Cards can take 5–10 banking days, depending on your bank.
If a replacement is approved, we will send you the courier and tracking number in My Orders and by email.

Need help?

Nur Pearl Jewels · Rockport 5 Basement level, Sta lucia Mall San isidro Cainta, Rizal · nurpearljewels@gmail.com · +63 9517461493