Return & Refund Policy

Return & Refund

For health and hygiene reasons, we are unable to offer a refund or exchange if products have been opened, worn, or used. To request a return, please kindly get in touch with our Customer Support team(service@pearlsvibe.com) to agree the return and get instructions on how to proceed.

  • For subjective reasons of returning is limited to 14 days after receiving the package. If the customer wants to return the product for subjective reasons, even if the package is not opened, the shipping fee will be paid by the buyer.
  • 90-day Warranty: Within 90-day of package receipt, if the item is damaged, including logistics and transportation damage, functional damage after use, you can contact our Customer Support team(service@pearlsvibe.com) and we will resend a new one or issue a refund for you.
  • When can I receive a refund? Paypal: 1-3 work days; Credit card: 5-10 work day. Process: Customer Service Team initiate refund → Finance team review → Bank review → Initiate refund → Refund to account

Reason codes:

a. Incorrect Product Ordered
If you change your mind or realize you ordered an incorrect product, please contact our Customer Care (service@pearlsvibe.com), we are able to make a change or cancel your order before the product is shipped from our warehouse.

If your product has been shipped already, we could not make changes anymore.

What if your incorrect order has been shipped already?

1. please reject the package at the time of delivery and marking Return to Sender (RTS).

2. please contact us within 48 hours once you received the package, we are glad to guide you through the return process.


b. Incorrect Product Received

Please attach the photos of the the SKU label/shipping lable and item you received to the email which you contact our service team (service@pearlsvibe.com) in order to make a return. Once we confirm the situation, we will resend a new one or issue a refund for you.


c. Product Not Received
If your product was not delivered at all or lost, please contact our Customer Care (service@pearlsvibe.com), we will investigate the matter with the logistics carrier, and then will arrange a replacement or refund to you as soon as possible.


d. Product Damaged or Faulty
If you have received a damaged or faulty product, please contact our Customer Care (service@pearlsvibe.com) to clearly detail the issues you are having, we will replace or refund your order at our discretion.

Please attach any evidence of damage to the item, including video or photos, when contacting the customer service team. In this way, we can improve our service quality and fulfill your return request as soon as possible.

e. Countries with import restrictions on adult products
Please read our shipping policy and disclaimer before purchasing, if unfortunately your package is held by customs, we cannot refund.

f. Any Other Return Request
If you still need help with any other return request, please contact our Customer Care (service@pearlsvibe.com), who will be happy to help with any queries you may have.