RETURNS AND REFUND POLICY

Perle Cosmetics - https://perlecosmetics.com

 

Your satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help.

Statutory Right to Cancel (UK Customers – 14 Days)

Under the Consumer Contracts Regulations 2013 (UK), you have the right to cancel your order within 14 calendar days of receiving it, without providing reason or incurring penalty.

To exercise this right:

•       Email us at hello@perlecosmetics.com with your order number

•       Or use the online cancellation feature in your customer account (available from 19 June 2026)

•       Or use the cancellation form in our Terms and Conditions

Hygiene Exception for Unsealed Cosmetics

For hygiene and health safety reasons, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, regulation 28(3)(d), sealed cosmetic products that have been unsealed after delivery cannot be returned or refunded.

Sealed vs. Unsealed Cosmetics

Sealed Products

Sealed cosmetic products (in original, unopened packaging) qualify for the full 14-day cancellation right under UK consumer law, provided the seal has not been broken.

Unsealed Products

Unsealed or used cosmetic products cannot be returned or refunded due to hygiene and safety regulations. Once a cosmetic product has been opened or used, it poses a health and safety risk and cannot be resold or redistributed.

Voluntary Extended Return Policy (All Customers – 30 Days)

Beyond the statutory 14-day period, we voluntarily extend a 30-day return window from the date of delivery for all customers, including USA customers. Returns initiated after 30 days cannot be accepted for refund or exchange.

Return Conditions

For your item to qualify for return:

•       The item must be sealed/unopened in the condition you received it

•       The item must be in its original packaging with all tags attached

•       You must provide proof of purchase (receipt or confirmation email)

Do not return items to the manufacturer.

Partial refunds may apply in these cases:

•       Sealed items returned after 30 days under the voluntary extended policy

Excluded Products

The right to cancel does not apply to (Consumer Rights Act 2015, Regulation 28(3)(d)):

•       Unsealed cosmetic products (for hygiene and health safety reasons)

•       Items personalised or custom-made to your specifications

•       Free samples

•       Personalised skincare sets

Defective or Damaged Products

If you receive a defective or non-conforming item, contact us at hello@perlecosmetics.com within 48 hours with photos. We will arrange return pickup at no cost and issue a full replacement or refund.

This applies without prejudice to the statutory consumer guarantee under the Consumer Rights Act 2015 (UK customers): goods must be of satisfactory quality, fit for purpose, and as described. Within 30 days, you may reject non-conforming goods. Within 6 months, you may request repair or replacement.

Allergic Reaction Policy

An allergic reaction to a correctly listed ingredient does not constitute a product defect under consumer protection law. If you experience an allergic reaction, discontinue use immediately and consult a healthcare professional. Products with all ingredients clearly listed and correctly disclosed are not defective for causing allergic reactions in sensitive individuals.

Return Process

To initiate a return, email us at hello@perlecosmetics.com with your order number and reason for return. We will send you return instructions.

Return Address: 128 City Road, London, United Kingdom, EC1V 2NX

Return Shipping Costs

Return shipping costs are borne by customer. For items valued over £75 / $100 USD, we recommend tracked or insured shipping.

Refund Processing

Once we receive and inspect your return, we will send you an email confirming receipt and approval status.

If approved, your refund will be processed within 14 days and credited to your original payment method. Your refund includes the product price and original standard shipping (excluding express shipping upgrades).

Delayed or Missing Refund

If you have not received your refund:

•       Check your bank account and credit card statements

•       Contact your bank (processing can take additional time)

•       If the issue persists after 10 days, contact us at hello@perlecosmetics.com

Exchanges

We replace only originally defective or damaged items. For size or colour changes on the same item, please contact us at hello@perlecosmetics.com for options.

We may offer free exchange for size/colour changes — contact us for details.

Gifts

If the item was marked as a gift at purchase and shipped directly, you will receive a gift credit of equal value. If not marked as a gift, the refund will be issued to the original purchaser.

USA-Specific Notes

USA customers benefit from our voluntary 30-day return policy. Returns are processed on the same basis as UK returns. USA returns are governed by our voluntary return policy only (no statutory right to return). State-specific consumer protections apply — please contact us for details regarding your state.

Contact Information

For return and refund questions:

Email: hello@perlecosmetics.com