Warranty and Complaints

Effective date: June 19, 2026 — Last reviewed: June 2026
In compliance with EU Directive 2019/771 and the EU Green Transition Directive (EmpCo / ECGT, applicable from 27 September 2026).

This policy is reviewed and updated at least annually. We will notify you of any material changes by updating the effective date above.

1. Warranty

We care about our products and do our best to deliver them to you in perfect condition. Nevertheless, something can go wrong during transport or use, and you may be entitled to a warranty claim.

Your statutory rights: Under EU law (Directive 2019/771), you are entitled to a minimum 2-year statutory guarantee on all goods that do not conform to the contract. This means that if a product has a defect that existed at the time of delivery, we are responsible for it.

From 27 September 2026, in accordance with the EU Green Transition Directive (EmpCo / ECGT), we are required to clearly display statutory warranty information on our product pages. Where a producer offers a voluntary commercial durability guarantee of more than two years covering the entire product, this will also be clearly labelled.

Reporting a defect: Please report any defect to us as soon as possible and no later than 2 months after discovering it. You can contact us at:

• Phone: +31 6 23 49 27 13
• Email: customerservice@pearlsandswines.com

Please include your order number, a description of the defect, and photos where possible. If the defect falls within the warranty, we will repair the product or provide a replacement free of charge. If repair or replacement is not possible, you are entitled to a full or partial refund.

The warranty does not apply if:

• The defect is the result of normal wear and tear
• The product has been repaired or modified by the consumer or a third party
• The product has been exposed to abnormal conditions, careless handling, or use contrary to the instructions
• The defect results from government regulations regarding the materials used

2. Complaints

Something may happen that is not according to plan. We take all complaints seriously and aim to resolve them as quickly as possible.

Step 1 — Contact us directly: We recommend first contacting us by email or phone. We aim to respond within 2 business days and to resolve your complaint within 14 days of receipt. If a complaint requires more time, we will notify you within 14 days with an acknowledgement and an expected timeline.

• Phone: +31 6 23 49 27 13
• Email: customerservice@pearlsandswines.com

Step 2 — External mediation: If we are unable to resolve your complaint together, you may register your dispute for free mediation via WebwinkelKeur. You can verify our current membership at webwinkelkeur.nl/ledenlijst.

Step 3 — Arbitration: If mediation does not lead to a solution, the dispute may be submitted to the arbitration committee appointed by WebwinkelKeur. Their decision is binding on both parties. Please note that costs may be associated with submitting a dispute to the arbitration committee.

EU Online Dispute Resolution: If you reside in the EU and prefer to use the European dispute resolution platform, you can do so via ec.europa.eu/consumers/odr.

3. Contact

• Trade name: Pearls and Swines
• Phone: +31 6 23 49 27 13
• Email: customerservice@pearlsandswines.com
• Address: Breedstraat 35, 1441 CB Purmerend, Netherlands
• KvK number: 93841655
• VAT number: NL866546005B01

This policy is effective as of June 19, 2026 and is reviewed at least annually. Drawn up in accordance with EU Directive 2019/771 and the EU Green Transition Directive (EmpCo / ECGT, applicable from 27 September 2026).