Return, Refund, Exchange & Withdrawal Policy
At The Green Pearl Boutique, we want every customer to feel confident when shopping with us. This policy explains your rights to cancel, return, exchange or request a refund for products purchased through our online store.
This policy is designed for an online shop based in Germany and applies to orders placed through The Green Pearl Boutique website.
1. Seller and Contact Details
Seller / Contracting Party:The Green Pearl Boutique
Berlin Berlin 13627
Email: support@thegreenpearlboutique.com
The Green Pearl Boutique is the seller responsible for your order. We may use third-party suppliers, warehouses, fulfilment partners, dropshipping platforms, shipping partners or technical platforms to process and deliver orders.
These third parties may include platforms such as Modalyst, AliExpress, Alibaba, Spocket, Syncee or similar fulfilment partners. These partners may help with stock, packaging, dispatch or delivery, but your customer contract remains with The Green Pearl Boutique, unless clearly stated otherwise at checkout.
Wix provides the website and e-commerce technology. Wix, Modalyst, AliExpress, Alibaba, Spocket, Syncee or other fulfilment partners are not normally the seller to the customer unless this is clearly stated.
2. Your Statutory Right of Withdrawal
If you are a consumer buying online, you normally have the right to withdraw from your order within 14 days without giving any reason, unless a legal exception applies.
The withdrawal period starts on the day you, or a person nominated by you who is not the carrier, receives the goods.
If your order is delivered in several parcels, the 14-day period starts when you receive the last parcel.
To exercise your right of withdrawal, you must clearly inform us before the 14-day period expires.
Please email:
support@thegreenpearlboutique.com
You may use the withdrawal form at the end of this policy, but you do not have to.
3. Our Extended 28-Day Return Option
In addition to your statutory 14-day withdrawal right, The Green Pearl Boutique offers a voluntary extended return period of 28 days from delivery for eligible items.
This extended return option gives customers more flexibility, but it does not reduce or replace any statutory rights.
To qualify for the voluntary 28-day return option, the item must be:
unworn;
unused;
unwashed;
clean and free from marks, stains, make-up, perfume, odours, smoke, pet hair or damage;
returned with original tags attached;
returned with original packaging and accessories where applicable;
in a condition suitable for resale.
Items that do not meet these conditions may be refused, returned to the customer, or refunded with a reasonable deduction where permitted by law.
4. Return Conditions
Customers may inspect goods as reasonably necessary, similar to how they would inspect an item in a physical shop.
However, items must not be worn, washed, damaged, altered or used beyond normal inspection if the customer wants a full refund under our voluntary return option.
We may reduce the refund if the item has lost value because it has been handled more than necessary. This may include, but is not limited to:
worn clothing or accessories;
removed or damaged tags;
missing packaging;
perfume, smoke or body odour;
make-up marks;
stains or visible use;
damaged packaging where packaging is part of the product presentation;
missing accessories, belts, labels, seals or protective bags.
This does not affect your legal rights if the item is faulty, incorrect or not as described.
5. Items That Cannot Be Returned
Some products cannot be returned where this is permitted by law.
This may include:
sealed hygiene-sensitive items once the seal has been broken;
beauty, personal care, hair, wig, hair extension or similar hygiene-sensitive products where the hygiene seal or packaging has been opened;
earrings or body jewellery where hygiene packaging has been opened;
underwear, swimwear or intimate items where hygiene protection has been removed;
personalised, customised or made-to-order products;
digital products once access or download has started, where applicable;
gift cards, where applicable;
items damaged after delivery by misuse, neglect or failure to follow care instructions.
If an item is faulty, damaged, incorrect or misdescribed, these exclusions do not remove your statutory rights.
6. Sale, Clearance, Promotional and Discontinued Items
Sale, clearance, promotional or discounted items are not automatically excluded from statutory withdrawal rights.
If you are a consumer buying online, you may still have a statutory right to withdraw from the purchase unless a legal exception applies.
However, sale, clearance, promotional or discontinued items may be excluded from our voluntary extended 28-day return option where this is clearly stated before purchase.
This does not affect your legal rights for faulty, damaged, incorrect or misdescribed goods.
7. How to Start a Return
To start a return, please contact us first at:
support@thegreenpearlboutique.com
Please include:
your full name;
order number;
email address used for the order;
product name;
reason for return, if you wish to give one;
photos if the item is faulty, damaged, incorrect or not as described.
Please do not send items back without contacting us first.
Because some products are shipped by third-party suppliers, warehouses or dropshipping partners, the return address may be different from the address shown on the parcel.
We will confirm the correct return address and return instructions after reviewing your request.
8. Unauthorised Returns
Please do not return items to the manufacturer, supplier, warehouse, parcel sender address or any address shown on the parcel unless we specifically confirm that this is the correct return address.
Unauthorised returns may be delayed, rejected, lost, returned to sender or not matched to your order.
If an item is sent to the wrong address without our return instructions, we may not be able to process the refund until the item is recovered and correctly identified.
9. Return Shipping Costs
For change-of-mind returns, size changes, colour changes or statutory withdrawal returns, the customer is responsible for return shipping costs unless we agree otherwise or unless the law requires otherwise.
If the item is faulty, damaged, incorrect or misdescribed, we will provide a legally appropriate solution. This may include covering reasonable return shipping costs, providing a prepaid return label where available, arranging a replacement, or offering another suitable remedy.
We recommend using a tracked shipping service and keeping proof of postage until your refund has been completed.
We are not responsible for returned parcels that are lost in transit unless we arranged the return shipping ourselves.
10. Refunds
Once we receive and inspect your returned item, we will notify you whether the return has been approved.
Where you exercise your statutory right of withdrawal, we will refund payments received from you, including the original standard delivery cost, within the legally required period.
We may withhold the refund until we have received the goods back or until you provide proof that you have sent the goods back.
If you selected a delivery method more expensive than our standard delivery option, the additional delivery cost will not be refunded.
Refunds will normally be made to the original payment method used for the order.
After we process the refund, your bank, card provider, PayPal, Wix Payments, Stripe or other payment provider may take additional time to show the funds in your account.
11. Partial Refunds and Deductions
We may issue a partial refund or make a reasonable deduction where permitted by law if:
the item has been handled more than necessary;
the item is returned damaged;
the item is returned worn, washed or altered;
the item has missing tags, accessories or packaging;
the item is not in resaleable condition;
the returned parcel contains only part of the order.
We will explain the reason for any deduction.
This does not affect your rights where the item is faulty, incorrect or not as described.
12. Faulty, Damaged, Incorrect or Misdescribed Items
Please check your order as soon as it arrives.
If your item is faulty, damaged, incorrect or significantly different from the product description, please contact us as soon as possible at:
support@thegreenpearlboutique.com
Please include:
your order number;
photos or video showing the issue;
a photo of the packaging where relevant;
a clear description of the problem.
Where goods are faulty, damaged, incorrect or misdescribed, we will arrange a legally appropriate solution. Depending on the situation, this may include:
replacement;
repair, where appropriate;
refund;
partial refund;
return shipping support;
another suitable remedy.
Normal colour differences caused by screen settings, lighting, photography or display resolution are not usually considered a fault unless the product is materially different from the description.
13. Exchanges
We may offer exchanges where stock is available and where the relevant supplier, warehouse or fulfilment partner supports an exchange process.
Because some products are fulfilled by third-party dropshipping suppliers, direct exchanges are not always possible.
In many cases, the fastest and safest option is for the customer to return the original item and place a new order for the preferred size, colour or product.
If you would like to request an exchange, please contact:
support@thegreenpearlboutique.com
Please include your order number, the item received, and the item you would like instead.
Exchanges are subject to:
stock availability;
supplier approval where applicable;
product eligibility;
the item being unworn, unused, unwashed and returned with original tags and packaging;
hygiene rules;
any mandatory consumer rights that apply.
Change-of-mind exchanges are voluntary and are offered at our discretion. This does not affect your statutory right of withdrawal or your legal guarantee rights.
14. Dropshipping and Third-Party Fulfilment
Some products may be shipped directly from third-party suppliers, warehouses, manufacturers or fulfilment partners.
This means:
your parcel may arrive from a supplier, warehouse or overseas address;
items in the same order may arrive separately;
delivery times may vary between products;
the return address may be different from the dispatch address;
supplier return rules may need to be checked before we confirm return instructions;
direct exchanges may not always be available;
some supplier platforms may handle refunds differently from exchanges.
We will manage communication with the relevant supplier or fulfilment partner where necessary.
Supplier rules do not remove your statutory consumer rights against The Green Pearl Boutique where those rights apply.
15. AliExpress, Alibaba, Modalyst, Spocket, Syncee and Similar Supplier Orders
Where an item is supplied through a third-party supplier platform, we may need to follow the supplier’s return process before confirming the return address or exchange availability.
For example:
some suppliers may require a return authorisation number;
some suppliers may require photo evidence for damaged or incorrect goods;
some platforms may support refunds but not direct exchanges;
some suppliers may require the product to be returned unused, unworn and with original tags;
some suppliers may have specific time limits for claims.
We will always aim to handle the matter fairly and in line with applicable consumer law.
16. Refused Deliveries, Uncollected Parcels and Incorrect Addresses
Customers are responsible for providing a complete and accurate delivery address at checkout.
If a parcel is returned because the customer provided an incorrect or incomplete address, refused delivery, failed to collect the parcel, or did not respond to carrier contact, we may deduct reasonable shipping, return or handling costs from any refund where permitted by law.
If the parcel is lost because the customer provided incorrect delivery information, we may not be able to issue a refund unless the parcel is returned to us or recovered by the carrier.
17. Lost or Delayed Orders
If your order appears delayed or lost, please contact us at:
support@thegreenpearlboutique.com
We may need to investigate with the carrier, supplier, warehouse or fulfilment partner.
If the parcel is confirmed as lost and the issue is not caused by incorrect customer information or customer failure to collect the parcel, we will arrange a legally appropriate solution.
18. International Orders, Customs and Import Charges
For international orders, customers are responsible for providing accurate shipping information and for complying with customs rules in their country.
Import duties, taxes, customs fees or brokerage fees may be charged by the destination country. These charges are not controlled by The Green Pearl Boutique unless clearly included at checkout.
If a parcel is returned because the customer refuses to pay customs fees or fails to complete customs requirements, we may deduct reasonable shipping, return or handling costs from any refund where permitted by law.
Nothing in this section removes mandatory consumer rights that apply by law.
19. Order Cancellation Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:
support@thegreenpearlboutique.com
We will try to cancel the order before fulfilment begins.
Because some orders are processed quickly by third-party suppliers or fulfilment partners, we cannot guarantee that cancellation will be possible once the order has been sent for processing or dispatch.
If cancellation is no longer possible, you may still be able to use your statutory withdrawal rights or our voluntary return option after delivery, subject to this policy.
20. Chargebacks and Payment Disputes
If there is a problem with your order, please contact us first so we can investigate and try to resolve the issue.
Opening a chargeback or payment dispute may delay the refund process because the payment provider may freeze the transaction while the case is reviewed.
This does not affect your legal rights.
21. Return Inspection
All returned items are inspected when received.
We may refuse a return or reduce the refund if the item:
is not the item purchased from The Green Pearl Boutique;
has been worn, washed, used or damaged;
is missing tags or packaging;
is returned outside the applicable return period;
is returned to the wrong address without authorisation;
is a non-returnable item under this policy;
does not meet the conditions of our voluntary return option.
We will contact you if there is a problem with your return.
22. Model Withdrawal Form
You may use this form to withdraw from your order, but you do not have to.
To:[Insert full legal business name][Insert registered business address in Germany]Email: support@thegreenpearlboutique.com
I/we hereby withdraw from the contract concluded by me/us for the purchase of the following goods:
Order number:Ordered on:Received on:Customer name:Customer address:Email address used for order:Product name:Date:
Signature, only if sent on paper:
23. Contact Us
For returns, refunds, exchanges, cancellations or withdrawal requests, please contact:
support@thegreenpearlboutique.com
24. Important Notice
This policy does not limit any mandatory consumer rights that cannot legally be excluded.
If any part of this policy conflicts with mandatory German or EU consumer law, the mandatory legal rights will apply.
Related Policies & Useful Links
Please also read our related policies:
Terms & Conditions
Shipping Policy
Privacy Policy
Cookie Policy
Impressum / Legal Notic
Contact Us
For return, refund, exchange or cancellation requests, please contact:support@thegreenpearlboutique.com