Returns, Refunds & CancellationUpdated 11 days ago
Q: How long can I cancel my order?
A: If you cancel your order within 24 hours of placing it, you are eligible for a full refund. However, if the product is shipped due to logistical issues, you can still request a refund by contacting customer service. We will process your request promptly and provide further instructions.
Q: What should I do if I want to exchange a product?
A: If you wish to exchange your Pearwood product, follow these steps:
Contact Us – Email our support team at [[email protected]] with your order number and the reason for the exchange.
Receive Instructions – Our team will guide you through the next steps, including the return address and shipping details.
Send Back the Item – Package the product securely and ship it back using a trackable shipping method.
Receive Your Exchange – Once we receive your returned product, we’ll process the exchange and ship your new item.
Q: Can I exchange for a different color?
A: Yes! If you ordered the wrong shade and would like to swap it for another, we’d be happy to assist. Simply let our support team know your preferred color when submitting your exchange request.
Q: What are the shipping fees for exchanges?
A: If the exchange is due to an error on our part (such as receiving the wrong item), we will cover the return shipping costs.
If you’re exchanging due to a preference change (e.g., a different shade), you’ll be responsible for the return shipping costs. We’ll ship your replacement at no extra cost.
Q: Where should I send the product for an exchange or return?
A: Once your exchange request is approved, we’ll provide you with the correct return address and detailed shipping instructions. Please wait for confirmation before sending back your item to ensure a smooth process.
If you have any further questions, feel free to reach out to our support team at [[email protected]]. We’re here to help!
Q: How do I request a refund for a product that did not meet my expectations?
A: If you find that the Pearwood has not met your expectations, please reach out to us with your concern. Although the direct process for refunds is managed by a specific team, we strive to understand your situation better and ensure your satisfaction. To help us, you can provide a photograph showing the product’s effect on your hair. This will aid us in assessing the situation more accurately and assisting you further.
We apologize for any inconvenience and appreciate your cooperation and patience as we work to resolve this matter to your satisfaction.