Refund policy

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LEGAL ENTITY

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This Returns & Refunds Policy is issued by MP ELITE LLC, a Limited Liability Company incorporated in the State of New Mexico, USA (EIN: 32-0825617), 704 Wallace St, Suite 468, Clovis, NM 88101, USA, operating the online store at https://heirpearl.com.

Contact: contact@heirpearl.com

This Policy forms an integral part of the Terms of Service available at https://heirpearl.com/policies/terms-of-service.

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PREAMBLE — MANDATORY CONSUMER RIGHTS

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The following policy is without prejudice to the mandatory statutory rights of Consumers under applicable law, in particular:

— The Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth), for Australian Customers;

— The Consumer Rights Act 2015, for United Kingdom Customers.

Where any provision of this Policy conflicts with a mandatory consumer protection right, the mandatory right shall prevail.

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ARTICLE 1 — CONSUMER GUARANTEES UNDER AUSTRALIAN CONSUMER LAW

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1.1 The Company's products come with consumer guarantees under the ACL that cannot be excluded, restricted, or modified by agreement. These guarantees include that goods will be:

(a) of acceptable quality (safe, durable, free from defects, acceptable in appearance and finish, fit for all purposes for which goods of that kind are commonly supplied);

(b) fit for any particular purpose made known to the Company at the time of order;

(d) corresponding to any sample shown.

1.2 In the event of a major failure to comply with a consumer guarantee, the Customer is entitled to:

(a) a refund of the full purchase price; or

(b) a replacement of equivalent value;

and in addition, compensation for any reasonably foreseeable consequential loss.

1.3 Where a failure is not major, the Customer is entitled to have the goods repaired or replaced within a reasonable time, failing which the Customer may arrange repair and recover the reasonable cost from the Company.

1.4 To the extent permitted by law, for goods with a value exceeding $100 (AUD or equivalent), the Company's liability for a failure that does not constitute a major failure is limited to repair, replacement, or, where neither is possible within a reasonable time, a refund.

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ARTICLE 2 — CONSUMER RIGHTS UNDER UK LAW

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2.1 UK Customers have the following rights under the Consumer Rights Act 2015:

(a) Short-term right to reject (within 30 days of delivery): where goods are faulty, not as described, or not fit for purpose, the Customer may reject the goods and receive a full refund;

(b) Right to repair or replacement: after the 30-day period, the Customer may require repair or replacement;

(c) Right to a price reduction or final right to reject: if repair or replacement is not possible or not carried out within a reasonable time, the Customer may claim a price reduction or, in cases of significant failure, a full refund.

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ARTICLE 3 — POLICY ON PERSONALISED ITEMS

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3.1 Given the bespoke and personalised nature of all Heirpearl products, the Company does not accept returns or exchanges where:

(a) the Customer has changed their mind after placing the order;

(b) the Customer selected incorrect personalisation details (name, date, message, photo) and the product was manufactured in accordance with the specifications submitted; or

(c) the Customer ordered the wrong product variant (size, colour, finish) and this was not the result of an error by the Company.

3.2 The above restriction applies without prejudice to the mandatory statutory rights set out in Articles 1 and 2.

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ARTICLE 4 — DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS

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4.1 If the Customer receives a product that is:

(a) defective or of unacceptable quality (e.g. broken clasp, engraving error caused by the Company, structural defect);

(b) damaged in transit;

(d) engraved or personalised with content that deviates from the specifications submitted by the Customer;

the Customer must notify the Company at contact@heirpearl.com within thirty (30) calendar days of receipt of the order.

4.2 The notification must include:

(a) the order number;

(b) a clear photograph clearly showing the defect or discrepancy;

4.3 Upon receipt and verification of the claim, the Company will, at its discretion and in full compliance with applicable consumer law, offer one of the following remedies:

(a) free replacement of the product;

(b) store credit to the value of the product; or

4.4 The Customer is not required to return the defective item unless specifically requested by the Company. Where return is requested, the Company will bear the cost of return shipping.

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ARTICLE 5 — RETURN AND REFUND PROCEDURE

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5.1 To initiate a return or refund request, the Customer must:

(a) Send an email to contact@heirpearl.com with the subject line: "Return Request — [Order Number]";

(b) Include the order number, photographic evidence, and a description of the issue;

(c) Await written authorisation from the Company before returning any item. Items returned without prior authorisation will not be accepted.

5.2 The Company will acknowledge receipt of the request within two (2) business days and will communicate its decision within five (5) business days of acknowledgement.

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ARTICLE 6 — REFUND PROCESSING TIMES

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6.1 Once a refund has been approved by the Company, it will be processed to the Customer's original payment method as follows:

— Credit/debit card (Shopify Payments / Stripe): 5 – 10 business days;

— PayPal: 3 – 5 business days.

6.2 Processing times may vary depending on the Customer's bank or payment provider. The Company accepts no responsibility for delays attributable to the Customer's financial institution.

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ARTICLE 7 — NON-RETURNABLE ITEMS

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7.1 The following items may not be returned or refunded, except where required by applicable mandatory consumer law:

(a) Personalised or bespoke items manufactured in accordance with the Customer's specifications;

(b) Items that have been worn, used, damaged, or otherwise altered by the Customer after delivery.

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ARTICLE 8 — PAYPAL BUYER PROTECTION

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8.1 Customers who pay via PayPal may also be entitled to protection under PayPal's Buyer Protection programme, subject to PayPal's own terms and conditions. The existence of PayPal Buyer Protection does not limit the Customer's rights under this Policy or under applicable consumer law.

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CONTACT

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For all returns and refund enquiries:

Email: contact@heirpearl.com

Subject: Return Request — [your order number]

Post: MP ELITE LLC, 704 Wallace St, Suite 468, Clovis, NM 88101, USA

Response: Within 2 business days