Return Policy
Return and Refund Policy
We are committed to providing you with high-quality products and a satisfying shopping experience. Our return policy is valid for 14 days. If your order was received more than 14 days ago, unfortunately we cannot offer you a refund or exchange.
Returned products must be unused and in the same condition as when received. Products must remain in their original packaging. Before returning, please contact our customer service at support@chrisxpearl.com and read the policy below carefully.
1. Order Cancellation
If your order has been paid for but not yet shipped, you may request a cancellation. Transaction fees charged by the platform or payment provider will be deducted from the refund amount. Please contact our customer service as soon as possible.
Once your order has entered the shipping process or has already been shipped, it can no longer be cancelled. If you still wish to return the order, please follow the return process.
2. Return Policy
We accept return requests within 14 days of the customer's receipt. Requests after this deadline will not be processed.
Returned products must be unused, unwashed, fully packaged, and accompanied by all original accessories, tags, manuals, or order number.
The following products are exempt from the return policy: products that have reduced resale value due to use, damage, stains, odours, or missing accessories.
Please do not return products directly to the manufacturer.
3. Shipping Costs
We cover return shipping costs if the return is due to the following reason:
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Wrong item shipped
The customer must provide photos or videos as proof to support@chrisxpearl.com. After verification, we will initiate the return process and refund the return shipping costs.
If the return is due to the following reasons, the customer bears the shipping costs:
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Personal reasons (dissatisfaction, wrong size, incorrect order, unmet expectations, etc.)
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Incorrect address, refusal of delivery, or delayed collection
Note: If the returned package is not sent using a tracking system, or if the product is damaged or lost due to insufficient packaging, we assume no responsibility and no refund will be provided.
4. Refund Process
After receiving and inspecting the returned products, the refund will be processed within 5–7 business days.
The refund will be made using the same payment method used for the purchase (credit card, PayPal, Klarna, etc.). The actual crediting time may vary slightly depending on the bank or payment provider.
5. Delayed or Missing Refund
If you have not received your refund within the expected period, follow the steps below:
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Check your payment account or credit card statement
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Contact your bank or payment platform (credit card, PayPal, Klarna, etc.) to confirm the credit
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For further questions, send an email to support@chrisxpearl.com, and we will be happy to help
6. Exchange Policy
We only accept exchanges for obvious quality defects or shipping damage. The replacement product must be identical in model and specification.
Please send photos or videos within 48 hours of receipt to support@chrisxpearl.com to request an exchange; late requests will not be processed.
Exchanges due to personal reasons (wrong size/colour, dissatisfaction, etc.) are at the customer's own expense. A returned replacement product does not entitle the customer to a new exchange.
7. Gifts and Promotional Items
If the order includes gifts, these must be returned together with the returned product. If gifts are not returned, the corresponding amount will be deducted from the refund.
All gifts are bonus items and are not included in the product price. Damaged, lost, or unavailable gifts will not be replaced or compensated.
8. Return Address
The return address must be obtained from customer service. Please do not return products without contacting us first. Unauthorised returns will be rejected and will not be refunded.
Our return address is different from the address on the package label:
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Recipient: PATAC GMBH-LY-FXGJ
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Address: Halskestraße 22-26 Halle A4+A5
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City: Ratingen
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State: NRW
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Postcode: 40880
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Country: Germany
Please contact support@chrisxpearl.com before returning to obtain return authorisation and accurate instructions.
Return shipping costs are borne by the customer; packages sent cash on delivery will not be accepted. If the refund is approved, the return shipping costs will be deducted from the refund amount.
If a replacement package due to customer error, incorrect address, or delayed collection is returned again, destroyed, or lost, we assume no responsibility and no refund will be provided.
Return delivery times may vary depending on region. We recommend using a trackable shipping service and purchasing transport insurance. We do not guarantee receipt of returned products.