Returns and refunds

The short version

• Changed your mind: tell us within 14 days of delivery, send the piece back unworn and complete, and we refund the price you paid.
• Faulty, damaged or not as described: tell us as soon as you notice. This is separate from the 14 days and is not limited by it.
• Made or altered to your specification: not returnable for a change of mind, though your rights over faults are unaffected.

Changing your mind

Malaysian law does not give buyers a general cooling-off period on online purchases, so the 14 days below is our own policy rather than a legal minimum. We offer it because jewellery is difficult to judge from a photograph, and because we would rather have a piece back than have you keep one you do not love.

To qualify, the piece must come back:

• unworn, other than trying it on;
• with its clasp tags, grading note, pouch and any packaging it arrived in;
• not resized, restrung, engraved or otherwise altered after delivery.

Pearls take fingerprints, skin oils and perfume readily, and nacre scratches against harder stones. A piece that has clearly been worn out cannot be resold as new, and we will contact you rather than silently refuse the return.

Faults and damage

If a piece arrives damaged, has a defect, or does not match the description and specification published on its product page, that is our problem to fix and not subject to the 14-day window. Depending on what has happened and what you would prefer, we will repair it, replace it, or refund it in full including the delivery you paid.

Photographs help enormously here. One of the whole piece and one close to the fault, in daylight, usually settles it without the piece needing to travel first.

Nothing in this policy limits your rights under the Consumer Protection Act 1999 or the Sale of Goods Act 1957.

What is not covered

• Ordinary wear. Nacre softens and dulls with contact over years; silk thread stretches and needs restringing. Both are normal and both are serviceable — write to us and we will quote.
• Accidental damage after delivery, including impact, water beyond a damp cloth, perfume, hairspray, cosmetics and ultrasonic cleaning.
• Pieces altered elsewhere. Once another workshop has resized or restrung a piece we cannot speak for it.
• Natural variation. Pearls are grown, not manufactured. Small differences in overtone, shape and surface between your piece and the photograph are the material behaving as it should, not a defect.

How to start a return

1. Email Mossepearl@icloud.com with your order reference and what you would like to happen.
2. We reply with the return address and confirm how to send it. Please do not post a piece back before this — an uninsured parcel arriving unannounced is a risk to both of us.
3. Pack it in its original box, inside an outer parcel, and send it tracked and insured for the value you paid.
4. We inspect it on arrival and refund within 14 days of receiving it.

Who pays the postage

How refunds are paid

Refunds go back to the original payment method. We issue them within 14 days of receiving and inspecting the piece; how quickly the money then appears is between your bank or card issuer and you, and is usually a further few working days.

Exchanges

We do not process exchanges as a single transaction, because it tends to leave one side waiting on the other. Return the piece for a refund and place a new order — that way neither is held up.

Questions

If anything here is unclear or your situation does not fit neatly, write to us. We would rather talk it through than have you guess.