Refund policy

We are committed to providing great products and customer service. If for any reason you are unhappy with your purchase, you may request a return within 14 days of receiving your item.

Eligibility for returns

We can only accept returns on unopened goods or faulty or incorrect goods. To be eligible for a change-of-mind return, your item must be in its original, unopened condition and in its original packaging. You will also need your receipt or proof of purchase.

How to start a return

Returns are requested through our online store using Shopify’s self-service returns system. Once your return request is submitted and approved, we will arrange collection of the item.

All returns must be requested and approved before any items are sent back. Items sent to us without an approved return request may not be accepted.

Please note: Our registered office is unable to accept returns.

Return collection and tracking

Where a return is approved, Pulsin will arrange for the collection of the item and provide tracking details once the collection is booked.

If a scheduled collection is missed due to customer availability or failure to hand over the parcel, an administrative fee of £1 will be deducted from the refund to cover carrier and processing costs.

Return postage and deductions

If your return is due to a change of mind, return postage costs are the responsibility of the customer and will be deducted from the refund amount once the return has been received and approved.

If the return is due to a faulty product or an error on our part (for example, you received the wrong item), we will cover the cost of return postage and no postage deduction will be made. Proof of the issue may be required.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Due to the nature of our products, we do not accept returns of opened items. This includes food and other consumable products, unless the item is faulty or we have made an error with your order.

Please contact us if you have questions or concerns about a specific item before requesting a return.

Orders placed with third-party retailers

If you purchased Pulsin products through a third-party retailer, marketplace, platform, or physical retail store, your order is subject to that retailer’s own returns, refunds, and customer service policies.

We are unable to process returns, refunds, or exchanges for orders placed with third parties. In these cases, you must contact the retailer or platform you purchased from directly.

If you are unsure whether your order was placed directly with Pulsin, you are welcome to contact us at customerservice@pulsin.co.uk and we will do our best to help.

Exchanges

Where an exchange is appropriate, we will advise you on the best way to proceed. In many cases, the quickest option is to return the eligible item and place a new order for the replacement.

European Union 14-day cooling off period

We currently ship within the United Kingdom only. As such, the EU 14-day cooling off period for goods shipped into the European Union does not apply.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund is approved. If approved, refunds will be issued to the original payment method used for the purchase, minus any applicable deductions outlined above.

Please note that it can take some time for your bank or card issuer to process and post the refund after it has been issued.

If you have any questions about a return or refund, please contact us at customerservice@pulsin.co.uk.