Our Policy

At Orient Pearl, we are committed to delivering products of the highest quality and craftsmanship. Each item undergoes careful inspection prior to shipment to ensure it meets our quality standards.

In the unlikely event that a product is found to have a technical defect attributable to manufacturing or production, we kindly request that you contact us promptly upon receipt of the goods. Please provide detailed information, including photographs or videos, to assist our team in assessing the condition of the product.

Refunds will be considered on a case-by-case basis, taking into account the extent and nature of the damage. Depending on the assessment, Orient Pearl may offer one of the following remedies:

1. A full refund of the purchase price.

2. A partial refund is proportional to the degree of damage.

Please note that this policy applies exclusively to defects caused by manufacturing faults. Damages resulting from misuse, accidents, neglect, mishandling, improper storage, or normal wear and tear are not covered.

Our priority is to ensure that every customer receives products that reflect our commitment to quality and excellence, and we will work diligently to resolve any legitimate concerns in a fair and timely manner.

Orient Pearl provides a one-year warranty from the date of receipt by the purchaser or receiving warehouse, whichever occurs first. This warranty covers defects in materials and workmanship under normal use. Should such a defect occur within the warranty period, Orient Pearl will replace the product within the standard production timeframe required for reorder and manufacturing.

This warranty does not apply to damages resulting from misuse, accidents, neglect, mishandling, or normal wear and tear. Variations in color, wood grain, stone pattern, or texture are natural characteristics of our handcrafted products and are not considered defects.

The warranty is limited to the original purchase price of the product and constitutes the sole remedy available to the purchaser. Orient Pearl remains committed to delivering products of the highest quality and ensuring customer satisfaction within the terms stated herein.

We are committed to delivering the best customer experience in the industry for orders and shipping. While unforeseen external factors may cause delays, please rest assured that processing and shipping orders remain Orient Pearl’s top priority.

I. Order Placement Orders placed with Orient Pearl are confirmed through the issuance of an Orient Pearl invoice. This invoice overrides any prior written, estimated, or verbal agreements and may only be amended through a revised invoice issued by Orient Pearl. No order becomes binding until an Orient Pearl invoice is issued and signed by the purchaser, confirming agreement to all Orient Pearl Terms & Conditions of Sale as well as all written order specifications detailed in the invoice.

II. Changes & Cancellations Once a deposit has been made, made-to-order merchandise cannot be changed, modified, or cancelled under any circumstances.

III. Lead Times We will make every effort to ensure your order is completed as promptly as possible. Lead times commence only after all the following conditions are met:

1. A signed invoice confirming agreement to all terms, conditions, and specifications stated in the invoice.

2. A 30% deposit with funds fully cleared.

3. Payment of the remaining 70% is required upon arrival.

4. Production time: estimated at 75 days (ready to ship).

5. Inspection, packing, and delivery to the harbor: 3–5 days, depending on the forwarder.

IV. Delivery Dates

Orient Pearl sells on an FOB basis. All quoted delivery dates are approximate and not guaranteed. We are not liable for shipping delays caused by forwarder failure or delays.