December 14, 2023
Returns and Exchanges Policy
- If you have any issues after picking up your order, please contact us within the 7-day appreciation period of receiving the product.
- Please note that the product must remain unused. We will refuse returns or exchanges if there are missing parts, damage, signs of wear, incomplete inner or outer packaging, missing gifts, or incomplete documentation.
- Customized products, special offers, and earrings cannot be returned due to personal and hygiene issues. We apologize for any inconvenience.
- To process a return, please email customer service with the following information:
- Order Number
- Contact Name/Phone Number
- Product Name
- Reason for Return
- Bank Account
Email：upearl.tw@gmail.com
Line：＠upearl
Return Process
- For returns, please contact customer service within 7 days.
- If the item is defective, please provide clear photos of the product. After customer service confirms the return, we will email you with further instructions.
- After confirmation by customer service, we will provide the return address. Please carefully package the item yourself for return (by courier). You may use the original packaging or a hard box to prevent bending or damage. We will reimburse the return shipping cost.
- If you return an item without contacting customer service first, we cannot identify its purpose, and we will not be responsible for any loss that may occur.
- Returned items must include the product itself, along with all inner and outer packaging, invoice, gifts, and all accompanying contents. The outer box must not have any shipping labels affixed that could damage it.
- If a returned item is missing accessories, the round-trip shipping fee will be borne by the customer. If accessories are lost, the cost will be deducted from the refund, or the return may be rejected.
- Upon receiving the returned item, once our staff confirms no damage (including no damage to the inner or outer packaging, etc.), we will process the refund to your bank account or credit card within 10 business days (please contact your issuing bank for specific crediting times).
- If our staff confirms that the item cannot be returned, it will be sent back to you COD (cash on delivery) at a shipping cost of NT$130. If we cannot reach you, we will only hold the item for 7 days, after which it will be discarded, and no refund will be issued. Please be aware of this to protect your rights.
Conditions for Non-Acceptance of Returns
- Exceeding the 7-day appreciation period. Returns for such orders will no longer be accepted.
- Rings are custom-made to individual finger sizes and cannot be returned or exchanged.
- Necklaces that have been lengthened or shortened according to personal requirements at the time of purchase cannot be returned or exchanged.
- Product has been used, or is not in new condition (no scratches, damage, or moisture marks on the exterior).
- Incomplete product packaging (inner and outer packaging, gifts, and all accompanying contents).
- Lost paper invoice.
- Earrings are personal items; due to hygiene concerns, returns are not accepted unless defective or incorrectly shipped.
- Stained with odors or dirt (cigarette smoke, perfume, makeup, detergents, etc.).
- Non-defective items:
- Product color difference: Slight color differences may occur due to variations in computer/mobile phone displays. The actual product color shall prevail.
- Pearls and natural gemstones have varying textures and surface characteristics. The actual product shall prevail.
- Size error: Sizes may vary slightly due to individual measurement methods.