Returns & Exchanges

Aloha and thank you for your allowing Pono Pearls to be part of your Ohana. Our desire is for you to have a pleasant experience as part of your purchase and we will strive to facilitate your complete satisfaction. 

Pono Pearls has a 10-day return policy from the date of delivery for online items and 10-days from date of purchase for in-person POS transactions due to defects in materials or workmanship. This limited product return policy does not cover the neglect, loss, abuse or misuse, normal wear and tear, use of jewelry items in chlorinated water, ineffective care and maintenance and does not include lost or damaged pearls. We reserve the right to determine the condition and disposition of all Pono Pearls product upon return.

To be eligible for a return, your item must be in the same condition that it was received, is unworn or unused, with tags, and in its original packaging. You will also need the receipt or a valid proof of purchase in order to be considered eligible for a return.

To begin a return, please contact us within 10 days of item delivery at support@ponopearls.com. Once your requested return is verified, we will contact you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted and a refund will be denied. We cannot credit or refund you for any shipping expenses incurred at the time of purchase. Your return package must be postmarked within 5 days after the return is verified and confirmed to be eligible for a refund of the specific item.

Damages and Issues
Please inspect your order upon receiving. Contact us immediately if the item you have received is defective due to workmanship or materials. We will evaluate the issue and strive to satisfy your concerns. Please note, Pono Pearls is not responsible for damaged or lost and stolen items during shipping and delivery to your destination. If any damage, lost, or stolen instances occur during shipping and delivery of your items, you can contact the carrier directly with your concerns. Please anticipate and expect minor delays in shipping and delivery transit due to COVID-19 safety and logistic restrictions representing situations outside of our control. We use sanitizing products where necessary before processing of orders to ensure items are properly packaged before shipping. We are not responsible for any transferable viruses, diseases or maladies customers, friends or family may contract.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned such as special orders, custom made products or personalized items. Items designated as Clearance, Sale or Final Sale are not eligible for return. These type of orders are considered to be final sale items. We cannot accept returned items after they have been worn or altered. Unfortunately, we cannot accept returns on items purchased with gift cards. Please contact us if you have questions or concerns about your specific item.

Exchanges
The easiest and fastest method to ensure you receive the item you want is to return the item you desire to exchange. Once the return is verified and accepted we will contact you with confirmation of receipt of the item and refund the amount of the returned item. You can then proceed to purchase the new item you desire. Return shipping for item exchanges is the responsibility of the person returning the item for exchange.

Refunds
We will notify you once we’ve received, inspected and verified your return. We will inform you if the items are approved for refund, or denied. If approved, you’ll be automatically refunded for the approved returned item on your original payment method. Please remember it can take time for your bank institution or credit card company to process and post the refund.

You can contact us for any return question at support@ponopearls.com.