Returns & refunds
We want you to love your McLeod pearl. If something isn’t right, please talk to us and we’ll do our best to help. Nothing in this policy limits any rights you have under the consumer laws of the Cook Islands or the country you live in.
Every pearl is unique
Our pearls are natural, so each one is slightly different in colour, overtone, shape and surface. Small marks and variations are part of what makes a pearl genuine and are not faults. We photograph every piece as accurately as we can, but colours can look different on different screens.
Change of mind
If you change your mind, you can return an item within 14 days of receiving it for a refund or exchange, as long as it is:
- unworn, undamaged and not altered or resized
- in its original box and packaging
- returned with proof of purchase, such as your order number
For hygiene reasons we can’t accept change of mind returns on earrings for pierced ears unless they are unopened and still sealed.
Change of mind returns are sent back at your cost, and the original shipping charge is not refunded. We recommend a tracked and insured service, as we can’t be responsible for returns lost on the way to us.
Faulty or incorrect items
If your item arrives faulty or damaged, or isn’t what you ordered, contact us within 14 days of receiving it with your order number and a photo of the problem. We’ll repair it, replace it with the same or a similar item, or give you a full refund, including the cost of shipping it back to us.
We can’t accept returns for damage caused by normal wear, accidents, misuse or not following our pearl care advice, for example contact with perfume, chlorine or sunscreen.
How to return an item
- Contact us with your order number and the reason for the return before sending anything.
- We’ll confirm your return and give you the address to send it to.
- Pack the item securely in its original box and send it to us. If you’re in Rarotonga, you can bring it to our shop instead.
Refunds
Once we receive and check your return, we’ll email you to let you know whether your refund is approved. Approved refunds are made to the card you paid with, within 7 working days. Depending on your bank, it can take a few more days for the money to show in your account. Because our prices are in New Zealand dollars, the amount you see on your statement may differ slightly from what you paid if your bank converts the currency.
Exchanges
If you’d like a different piece, return the original item as above and place a new order, or contact us and we’ll arrange it for you.
Sale items
Items bought on sale can be returned only if they are faulty, unless the product page says otherwise.