Returns Policy
Return and Refund Policy
Effective date: June 19, 2026 — Last reviewed: June 2026
In compliance with EU Consumer Rights Directive 2011/83/EU (as amended by Directives 2019/771, 2019/770 and 2023/2673) and applicable Dutch consumer law.
This policy is reviewed and updated at least annually. We will notify you of any material changes by updating the effective date above and, where required by law, by direct notification.
1. EU Right of Withdrawal (14 Calendar Days)
If you are a consumer residing in the European Union, you have the statutory right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason. This right is guaranteed under EU Consumer Rights Directive 2011/83/EU.
Withdrawal period: 14 calendar days from the day you (or a third party indicated by you) physically receive the goods.
To exercise your right of withdrawal, please notify us before the end of the 14-day period. From 19 June 2026 onwards, in accordance with EU Directive 2023/2673, you can also use the digital withdrawal function available on our website. Alternatively, contact us at:
- Phone: +31 6 23 49 27 13
- Email: customerservice@pearlsandswines.com
Once notified, you have a further 14 calendar days to physically return the item to us.
2. Our Extended Return Window (30 Days)
In addition to your statutory 14-day right of withdrawal, Pearls and Swines offers an extended commercial return window of 30 calendar days from the date you received your order. This goes beyond the legal minimum and gives you additional time to evaluate your purchase. The conditions in Section 3 apply.
3. Return Conditions
To be eligible for a return, the item must meet all of the following conditions:
- The item is in the same condition as when you received it: unworn, unused, and undamaged
- All original labels and tags remain attached
- The item is in its original, undamaged packaging
- You can provide proof of purchase (order confirmation, receipt, or invoice)
Items that do not meet these conditions may be refused or only partially refunded.
4. How to Start a Return
Please contact us before sending any item back. Items returned without prior authorisation will not be accepted.
- Contact us at customerservice@pearlsandswines.com with your order number, the item(s) you wish to return, and your reason.
- We review your request and respond within 2 business days.
- If accepted, we will send you a return shipping label and instructions on where to send your package.
- Ship the item securely within 14 calendar days of our authorisation.
5. Damaged, Defective or Incorrect Items
Please inspect your order immediately upon receipt. Contact us within 48 hours if the item is damaged, has a manufacturing defect, or you received the wrong item.
Under EU law (Directive 2019/771), you are entitled to a minimum 2-year statutory guarantee on goods that do not conform to the contract. From 27 September 2026, in accordance with the EU Green Transition Directive (EmpCo / ECGT), we are required to prominently display statutory warranty information at the point of sale. In such cases, we will offer repair, replacement, or a full refund at no cost to you. Return shipping for defective or incorrect items is always covered by Pearls and Swines.
6. Exceptions — Non-Returnable Items
The following are excluded from returns under Article 16 of EU Directive 2011/83/EU or for hygiene and safety reasons:
- Perishable goods (food, flowers, plants)
- Custom-made or personalised products
- Personal care products where the seal has been broken after delivery
- Hazardous materials, flammable liquids or gases
- Digital content already downloaded or streamed with your explicit consent
Sale items and gift cards are also excluded, unless the item is defective or not as described. Not sure if your item qualifies? Contact us before returning.
7. Exchanges
We do not offer direct exchanges. The fastest way to get the item you want is to return the original item (following Section 4) and, once the return is approved, place a new order for the desired item.
8. Refunds
Once we have received and inspected your return, we will notify you by email of the outcome. If approved, your refund will be processed within 14 calendar days of us receiving the returned goods, to your original payment method.
Your bank or card provider may take additional time to post the refund — this is outside our control.
If more than 14 calendar days have passed since we confirmed approval and you have not received your refund, please contact us at customerservice@pearlsandswines.com.
9. Return Shipping Costs
Unless an item is defective, damaged, or incorrectly sent by us, return shipping costs are the responsibility of the customer. We recommend using a tracked shipping method — Pearls and Swines is not responsible for returned parcels lost in transit.
10. Contact
- Phone: +31 6 23 49 27 13
- Email: customerservice@pearlsandswines.com
We aim to respond within 2 business days.
This policy is effective as of June 19, 2026 and is reviewed annually. Drawn up in accordance with EU Consumer Rights Directive 2011/83/EU (as amended by Directives 2019/771, 2019/770 and 2023/2673), the EU Green Transition Directive (EmpCo, applicable from 27 September 2026), and applicable Dutch consumer law (Burgerlijk Wetboek, Book 7).