Return Policy
We take great care in selecting and crafting each piece of pearl jewelry. We hope you love your purchase — but if something isn't quite right, we're here to help. Please contact us at support@rexishop.com with any questions or concerns.
What Can I Return / Exchange?
Returnable items must meet one of the criteria below and be reported within 30 days of delivery:
| Criteria | Details |
|---|---|
| Faulty items | Damaged, broken, or soiled upon arrival (e.g., cracked pearl, broken clasp, loose stone) |
| Wrong item shipped | Incorrect size, color, or style sent by us |
| Unworn items | Items that do not meet your expectations, provided they are unwashed, unworn, and unused with all original packaging and tags intact |
Non-Returnable Items
We will not accept returns for the following:
- Beyond 30 days — items reported after the 30-day window from delivery
- Worn, used, or misused items — including signs of wear, scratches, or damage caused by improper handling
- Sale items — unless faulty
- Earrings — for hygiene reasons, earrings are non-returnable once the protective seal is removed
- Custom or personalized items — including sized rings, engraved pieces, or special-order pearls
- Items with removed tags or missing original packaging — including brand boxes, certificates, and protective materials
Natural Pearl Characteristics
As organic gems, each pearl is unique. The following are natural characteristics and are not considered defects:
- Slight surface variations, growth lines, or tiny pits
- Subtle differences in luster, overtone, or color between pearls
- Natural color variations that occur from pearl to pearl
We photograph every item under natural lighting to represent it as accurately as possible. However, due to differences in screen settings and lighting, slight variations in appearance may occur. These do not qualify as faults.
Color / Image Disclaimer
We make every effort to display product colors and finishes accurately. However, actual colors may vary slightly due to:
- Different device screen settings
- Lighting conditions in your environment
- Natural variations in pearls across different production batches
By purchasing from rexi, you acknowledge that minor variations in color, luster, and finish are inherent to natural pearls and do not constitute defects. Returns based on such variations (when not a factory fault) will be subject to return shipping fees.
How Do I Make a Return?
Follow the steps below to initiate a return:
1 Submit a request
Email our care team at support@rexishop.com with:
- Order number
- Product name
- Reason for return
- For faulty or wrong items: Please include clear photos or a short video showing the issue
2 Receive approval
Our care team will respond within 48 hours and provide a Return Merchandise Authorization (RMA) form along with our return address.
⚠️ Note: Please do not ship your item back before receiving approval. Returns sent without prior authorization will not be processed.
3 Ship the item back
- Pack the item securely in its original packaging (including box, tags, and certificate if applicable)
- Ship using a trackable shipping method
- Email us the tracking number and return receipt
4 Refund or exchange
Once we receive and inspect the returned item:
- We will notify you via email within 48 hours
- Refunds will be issued to your original payment method
- Exchanges will be shipped within 3–5 business days
Return Shipping & Costs
| Scenario | Shipping Cost |
|---|---|
| Faulty or wrong item (our error) | We cover return shipping — a prepaid label will be provided |
| Change of mind or doesn't meet expectations | Customer pays return shipping — original shipping fees are non-refundable |
Recommendation: For returns valued over $500, we strongly recommend purchasing insurance and using a tracked shipping method. We are not responsible for items lost or damaged during return transit.
Refund Timeline
| Payment Method | Estimated Time |
|---|---|
| PayPal | 24–48 hours after refund is processed |
| Credit Card | 5–10 business days (varies by bank) |
| Shopify Payments / Stripe | 3–7 business days |
Original shipping charges are non-refundable unless the return is due to our error.
Need Help?
We're here to help you find the perfect piece. If you have questions before ordering — whether it's sizing, pearl type, or luster — please reach out. We're happy to provide additional photos or guidance.
📧 support@rexishop.com
We reply within 24 hours (Monday–Friday)