Thank you for shopping with Pretty Queen. We take great pride in the quality of our products and are committed to ensure a smooth and fair resolution in the rare event of a damaged or incorrect item.

[ Please read our policy carefully ]

Mandatory Unboxing Video Requirement

To process any return or refund, a clear, uninterrupted unboxing video must be provided.

  • Show a 360° view of the sealed parcel with the shipment label.
  • Capture the full unsealing and unpacking process without any cut, pause, or edits.
  • Clearly highlight the damaged or missing item.
  • Complaints without proper unboxing video proof will not be accepted under any circumstances.

Eligibility for Return/Refund

  • Applicable only for damaged or incomplete products received during transit.
  • Not accepted for dislike of product appearance, minor imperfections, or non-defective concerns.
  • International orders are strictly non-refundable and non-exchangeable.
  • Sale items are not eligible for return, refund, or exchange.

How to Report a Complaint

Contact Timeframe: Within 24 to 48 hours of receiving the product.

Contact Channels:

Information Required:

  • Order number
  • Detailed unboxing video
  • Description of the issue

Return & Refund Process

Approval: Our team will review submitted details and respond within 4–7 working business days.

Shipping:

  • Send returns via reputed courier and email the receipt within 2 business days.
  • Products must be returned in original condition for eligibility.
  • If not shipped within 2 days of approval, refund/exchange will not be accepted.
  • Delays due to natural disasters or weather disruptions are beyond our control.

Inspection: Returned items will be inspected to confirm eligibility.

Replacement or Refund:

  • If in stock, a replacement will be shipped within 2–7 working days.
  • If unavailable, refund will be processed within 2–7 working days (based on payment method).

Additional Guidelines

  • No cancellations or product swaps allowed after placing the order.
  • If an item cannot be processed, choose a replacement of equal/greater value or receive a refund for that item.
  • We reserve the right to deny requests that do not follow this policy.
  • To ensure smooth resolution, always record a clear unboxing video and contact us promptly.

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