PEARLS OF SCOTLAND

Returns & Refunds Policy

Version 1.1 | Last updated: August 23, 2026

1. Our approach to returns

Many Pearls of Scotland products are produced on demand. We do not offer an additional unrestricted voluntary change-of-mind return scheme beyond rights that apply under mandatory consumer law. This helps avoid unnecessary production and waste, but it does not remove statutory consumer rights.

Gelato's own business-to-business fulfilment policy generally does not support ordinary product returns or provide a return address for fulfilled products. That policy governs our relationship with Gelato; your rights as a customer are governed by your contract with Pearls of Scotland and applicable consumer law.

2. Statutory right of withdrawal

For consumers in the European Union and other jurisdictions with equivalent mandatory rules, online purchases may carry a statutory right of withdrawal. Under EU rules, the usual withdrawal period for goods is 14 days from the day the consumer, or a third party designated by the consumer other than the carrier, receives the goods, subject to statutory exceptions.

Where the right applies, you do not need to give a reason. You may use our Model Withdrawal Form or make any other clear statement that you wish to withdraw from the contract.

3. Personalised or made-to-specification products

The statutory right of withdrawal does not apply where a valid legal exception applies. Under EU law, this includes goods made to the consumer's specifications or clearly personalised.

A product is not treated as excluded merely because it is produced after the order is placed. Standard catalogue products featuring a fixed Pearls of Scotland design or photograph should therefore not automatically be treated as personalised. Products genuinely customised to a customer's specifications may qualify for the exception.

4. How to exercise a statutory withdrawal right

To exercise a statutory right of withdrawal, notify us before the withdrawal period expires at info@pearlsofscotland.com or by post at the address below. You may use the Model Withdrawal Form, but use of that form is not mandatory.

If a valid withdrawal applies, the goods must be sent back without undue delay and in any event no later than 14 days after you notify us of the withdrawal, unless we have agreed another lawful arrangement.

5. Return costs for change-of-mind withdrawal

Where a statutory withdrawal right applies to a non-defective product, the customer bears the direct cost of returning the goods unless Pearls of Scotland expressly agrees to bear that cost or applicable law requires otherwise.

For large, framed or otherwise bulky products that cannot normally be returned by ordinary post, return costs can be materially higher. Where applicable law requires an advance estimate of such costs, the relevant estimate should be provided before the order is placed.

6. Condition and diminished value

Where a statutory withdrawal right applies, you may inspect the product to the extent reasonably necessary to establish its nature, characteristics and functioning, comparable to what would normally be possible in a physical shop. You may be liable for diminished value caused by handling beyond what is necessary for that purpose, where applicable law permits.

7. Refunds following withdrawal

Where a valid statutory withdrawal is exercised, we will reimburse payments as required by applicable law. For EU consumers, this generally includes the price paid and the cost of the least expensive standard delivery method offered for the order. Additional delivery costs resulting from a more expensive delivery option selected by the customer do not have to be reimbursed where the law permits.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever occurs first, where applicable law permits. Refunds are normally made using the original payment method.

8. Damaged, defective or incorrect products

If a product arrives damaged, is defective, contains a manufacturing or printing error, is materially different from what you ordered, or otherwise does not conform to the contract, contact us as soon as reasonably possible and before returning or disposing of the product.

Please provide your order number, a description of the issue, photographs of the product and packaging where relevant, and any other information reasonably necessary to investigate the claim.

9. Remedies for non-conforming products

Where a product does not conform to the contract, Pearls of Scotland will provide the remedy required by applicable consumer law. Depending on the circumstances, this may include repair, replacement, price reduction or refund.

Gelato currently provides a commercial quality process under which validated quality claims may result in a replacement or, where replacement is not feasible, a refund to the merchant. This does not limit your statutory rights against Pearls of Scotland.

10. Return shipping for defective products

Where applicable law requires Pearls of Scotland to bear the cost of returning a defective or non-conforming product, we will provide appropriate instructions and bear those costs as required.

11. Return address - contact us first

Do not send a product to our office without first contacting us. Depending on the reason for the return, a physical return may not be necessary or we may provide specific return instructions.

If we instruct you to return an item to our office, the address is:

Pearls of Scotland
Kievitstraat 10
1221 KZ Hilversum
The Netherlands
Chamber of Commerce (KVK): 32113889
VAT identification number: NL001972710B78
Email: info@pearlsofscotland.com

12. Model Withdrawal Form

A separate Pearls of Scotland Model Withdrawal Form is provided for consumers who wish to exercise a statutory right of withdrawal where that right applies. You are not required to use the form; any unequivocal statement of withdrawal is sufficient where applicable law permits.

13. Contact

Pearls of Scotland
Kievitstraat 10
1221 KZ Hilversum
The Netherlands
Chamber of Commerce (KVK): 32113889
VAT identification number: NL001972710B78
Email: info@pearlsofscotland.com