Refund policy
We want you to love your Mutiara Heritage pieces. If something isn’t quite right, we’re here to help.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Return Window
We accept returns within 30 days of receiving your item. To be eligible, items must be:
- In the same condition as received
- Unworn or unused
- With original tags and packaging
- Accompanied by a receipt or proof of purchase
How to Start a Return
To request a return, email us at contact@mutiaraheritage.com.
If your return is accepted, we will send you a prepaid return shipping label and instructions. Please do not send items back without prior authorization — unauthorized returns will not be processed.
Restocking Fee
Please note: All approved returns are subject to a 15% restocking fee, which will be deducted from your refund. This helps us cover processing, inspection, and repackaging costs.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We do not offer direct exchanges. If you'd like a different item, please return your original purchase and place a new order once your return is accepted.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
Once we receive and inspect your return, we’ll notify you about the status of your refund.
- If approved, your refund (minus the 15% restocking fee) will be issued to your original payment method within 10 business days.
- Please note that your bank or credit card provider may require additional time to process the refund.
If it's been more than 15 business days since your return was approved and you haven’t received your refund, contact us at contact@mutiaraheritage.com.
Questions?
We’re always happy to help. Reach out to us at contact@mutiaraheritage.com with any questions about your return.