Refund policy

LAST UPDATED: OCTOBER 15, 2026

This version applies to orders placed after its publication on October 15, 2026. Earlier orders remain subject to the policy and promises in effect when they were placed.

SALE ITEMS: FINAL SALE

Sale and discounted items identified as Final Sale before checkout are not eligible for voluntary returns or exchanges for change of mind, personal preference or the slight natural variations described below. This restriction does not apply to damaged, defective, incorrect or materially misdescribed goods, or override mandatory consumer rights. If a final-sale restriction was not clearly disclosed before purchase, the standard return conditions below apply.

We want you to feel confident ordering from our family. If your purchase is not right for you, the following return and refund conditions apply.

14-DAY RETURN PERIOD — ELIGIBLE NON-FINAL-SALE ITEMS

You may request a return of an eligible non-final-sale item within 14 calendar days after your order has been delivered.

To be eligible, the item must:

• Be unworn and unused
• Be in its original condition
• Include its original packaging
• Include any certificates, accessories and gifts supplied with it
• Show no signs of wear, damage, perfume, cosmetics or alteration
• Be accompanied by proof of purchase

A return requested more than 14 days after delivery may not be accepted unless mandatory consumer law provides otherwise.

STARTING A RETURN

Before returning anything, email info@poehitu.com with:

• Your full name
• Your order number
• The item you wish to return
• The reason for your return
• Clear photographs if the item is damaged, defective or incorrect

Vaea will review your request and provide the correct return instructions and return address.

Do not send products to our pearl farm, headquarters or the address printed on the original parcel unless we have specifically instructed you to do so.

Unauthorized returns may be refused or may not be correctly linked to your order.

RETURN SHIPPING

Unless the item arrived damaged, defective, incorrect or materially not as described, the customer is responsible for return-shipping costs.

We strongly recommend using a tracked shipping service and retaining proof of postage. Poe Hitu cannot guarantee receipt of a return sent without tracking.

Original delivery charges and optional express-shipping fees are not refundable unless required by law or the return results from our error.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order shortly after delivery.

If an item arrives damaged, defective or different from what you ordered, contact us as soon as possible at info@poehitu.com.

Include your order number and clear photographs showing:

• The item received
• The issue or damage
• The external parcel
• The shipping label
• The internal packaging

If we confirm that the product is defective, damaged during delivery, incorrectly supplied or materially not as described, we will arrange a replacement at no additional cost where available and permitted by applicable law. If a suitable replacement is unavailable, or you are legally entitled to another remedy, we will provide the applicable remedy, including a refund where required. Store credit will not be imposed in place of a refund you are entitled to receive. Final-sale status does not remove these protections.

We will cover reasonable return-shipping costs when a return is required because of our confirmed error.

NATURAL PEARL CHARACTERISTICS

Pearls are individually formed natural products.

Each pearl is unique. Slight variations in color, shape, surface and lustre may occur, and sizes may vary within the range stated on the product page. Minor growth lines and surface markings consistent with the described grade are part of a pearl’s natural character. We cannot photograph every individual pearl or necklace, so product photographs are representative. Lighting and screen settings may also affect how colors appear.

By placing your order, you accept these disclosed slight natural variations. Your jewelry must still match the listed pearl type, grade, color family, size range, materials and design. This disclosure does not authorize us to send a different product or substitute materially different specifications.

Eligible non-final-sale items may still be returned within the 14-day period for change of mind. Slight disclosed variations alone do not make a final-sale item eligible for a voluntary return. This does not limit rights for defects or material differences from the description.

NON-RETURNABLE ITEMS

Unless required by applicable law, we cannot accept returns of:

• Personalized, engraved or custom-made jewelry
• Products altered or resized at the customer’s request
• Gift cards
• Items showing signs of wear, damage or misuse
• Items returned without their original components or certificates
• Earrings that have been worn or removed from sealed hygiene packaging
• Final-sale products expressly marked as non-returnable before purchase

If you are uncertain whether an item is eligible, contact us before returning it.

EARRINGS AND HYGIENE

For hygiene reasons, earrings must remain unworn.

Where earrings are supplied with protective or hygiene packaging, that packaging must remain intact. We may refuse earrings showing signs of wear or use, except where the product is faulty or applicable law requires otherwise.

EMERGENCY LAGOON RELEASE ORDERS

Products purchased during the Emergency Lagoon Release remain covered by this Return & Refund Policy.

For new orders covered by this version, sale items clearly identified as Final Sale before checkout are subject to the final-sale conditions above. Earlier campaign orders retain the return rights promised when purchased.

For eligible non-final-sale returns, exchanges depend on availability. An eligible refund may be issued if an exchange is unavailable.

SETS, BUNDLES AND FREE GIFTS

Items sold as a set or bundle must be returned together unless we confirm otherwise.

If your purchase included a free bracelet, gift or promotional item, that item must also be returned in its original condition.

If the gift is not returned, its stated retail value may be deducted from the refund where permitted by law.

EXCHANGES

Contact us if you wish to exchange an eligible non-final-sale product or select a different size. Final-sale items are not eligible for voluntary exchanges.

Exchanges depend on availability and cannot be guaranteed. The fastest option may be to return the original item and place a separate order after your return has been approved.

Additional shipping costs may apply to voluntary exchanges.

RETURN INSPECTION

After receiving your return, we will inspect it and email you with the outcome.

We reserve the right to reduce or refuse a refund where an item:

• Has been worn or used
• Is damaged due to improper handling
• Is incomplete
• Is missing original packaging or accessories
• Has lost value beyond what was reasonably necessary to inspect it

Any deduction will be made only where permitted by applicable law.

REFUNDS

If your return is approved, the refund will be issued to your original payment method.

Please allow up to 10 working days after approval for us to process the refund. Your bank or payment provider may require additional time before the funds appear in your account.

If more than 15 working days have passed since we approved your refund, contact info@poehitu.com.

LATE OR MISSING REFUNDS

If you have not received an approved refund:

• Check your bank account again
• Contact your card issuer or payment provider
• Allow time for pending transactions to be completed

If the refund still cannot be located, contact us with your order number.

ORDER CANCELLATIONS

Contact us immediately if you wish to cancel an order.

We will try to assist, but cancellation cannot be guaranteed once processing has started or the order has been transferred to the carrier.

If the order has already shipped, you must follow the standard return procedure after delivery.

REFUSED OR UNCLAIMED PARCELS

If an order is refused, left unclaimed or returned because of an incorrect address, any reasonable shipping, customs or handling costs incurred may be deducted from the refund where permitted by law.

A refund will be considered only after the parcel has been returned to and inspected by us.

CONSUMER RIGHTS

This policy does not exclude or limit any mandatory rights available to you under applicable consumer law.

Where local law provides a longer cancellation period, additional remedies or rights that cannot legally be waived, those rights will continue to apply.

CONTACT

For returns, refunds or order concerns, contact:

Vaea
Customer Service
Poe Hitu
Email: info@poehitu.com

Please include your full name and order number. We aim to respond within one to two working days. A written copy of this policy is available on request.