Refund, Return & Cancellation Policy
At PulseWarm, we want you to be satisfied with your purchase. This policy explains how cancellations, returns, exchanges, refunds, damaged products, and defective products are handled. Nothing in this policy is intended to limit or exclude any consumer rights that cannot legally be limited or excluded under applicable law.
1. Order Cancellation
You may request cancellation of an order within 12 hours of placing the order, provided the order has not already been dispatched. To request a cancellation, contact us as soon as possible at: support@pulsewarm.com. Please include your order number.
Cancellation within 12 hours: Where a cancellation is successfully requested within 12 hours and before dispatch, PulseWarm will issue a full refund to the original payment method.
Cancellation after 12 hours but before dispatch: If an order has passed the 12-hour cancellation period but has not yet been dispatched, PulseWarm may be able to cancel the order depending on its processing status. Where a cancellation is accepted after the initial 12-hour period, a 4% cancellation/processing fee may be deducted, where permitted by applicable law.
Orders that have already shipped: Once an order has been dispatched, it cannot normally be cancelled through our pre-shipment cancellation process. If you no longer want an order after it has been dispatched, you may use the applicable return/cancellation process described below, including any statutory cancellation rights that apply to your purchase.
2. Returns & Change of Mind
For customers purchasing online, PulseWarm respects applicable statutory cancellation and consumer rights. Where applicable, customers may notify us within 14 days after receiving their order that they wish to cancel their purchase without providing a reason. Customers may then be required to return the product within the applicable statutory period.
To start a return, contact: support@pulsewarm.com with:
- Order number
- Customer name
- Reason for return, if you wish to provide one
- Photographs where requested
- Any other information reasonably required to process the return
Condition of Returned Products: Products should be returned in an appropriate condition. Where permitted by applicable law, PulseWarm may reduce a refund to reflect any diminished value caused by handling beyond what is reasonably necessary to inspect the product and establish its nature, characteristics, and functioning. For example, a customer may inspect and try on a jacket in a manner similar to what would reasonably be possible in a retail store. Products that have been unnecessarily damaged, heavily used, washed, altered, or otherwise diminished in value may therefore be subject to an appropriate deduction where permitted by law.
3. Voluntary Returns Outside Statutory Rights
Where a return is requested outside applicable statutory cancellation rights, PulseWarm may accept the return at its discretion. For eligible voluntary returns, the product should generally be:
- Unworn
- Unwashed
- Unused
- In its original condition
- With original tags
- With original packaging
For voluntary returns that are accepted despite the product having been opened but not damaged, PulseWarm may deduct reasonable costs associated with packaging, handling, and shipping, up to 10–20% of the order value, where permitted by applicable law. Return shipping costs for voluntary change-of-mind returns are normally the customer's responsibility unless otherwise stated by PulseWarm or required by applicable law.
4. Incorrect Size
Please review our size chart carefully before placing your order.
Customer ordered the wrong size: If the customer selected the incorrect size despite the correct size being supplied by PulseWarm, the customer is responsible for the return shipping cost. Where an exchange is requested and available, PulseWarm can arrange shipment of the replacement size.
PulseWarm sent the wrong size: If PulseWarm sends a different size from the size ordered—for example, the customer ordered Large and receives Medium—PulseWarm will cover the reasonable return shipping cost and arrange an appropriate replacement or refund.
5. Incorrect Product
If you receive a product that is different from the product you ordered, please contact us at support@pulsewarm.com. We may request photographs or other evidence to verify the issue. If PulseWarm supplied the wrong product, PulseWarm will cover the reasonable return shipping cost and provide an appropriate replacement or refund.
6. Damaged or Defective Products
If your PulseWarm product arrives damaged or develops a manufacturing defect, please contact us as soon as possible. For damaged-on-arrival claims, we may request:
- Your order number
- Photographs of the product
- Photographs of the packaging
- A video showing the opening/unpacking of the parcel, where available
- A description of the problem
An unpacking/opening video is strongly recommended because it can help us investigate damage that may have occurred during shipping. However, statutory consumer rights are not excluded solely because a customer does not have an unpacking video where applicable law provides otherwise. After reviewing the claim, PulseWarm may provide:
- A replacement product; or
- A refund to the original payment method.
For confirmed manufacturing defects or products that do not conform to the applicable contract, PulseWarm will provide the remedy required by applicable consumer law.
7. Return Shipping Costs
Change-of-mind / voluntary return: The customer is normally responsible for return shipping costs, unless applicable law requires otherwise.
Wrong product supplied by PulseWarm: PulseWarm will cover reasonable return shipping costs.
Wrong size supplied by PulseWarm: PulseWarm will cover reasonable return shipping costs.
Defective or damaged product: PulseWarm will cover reasonable return shipping costs where the product is confirmed to be defective or damaged and applicable law requires us to do so.
8. Exchanges
We offer exchanges where stock is available. For a size exchange where the customer selected the wrong size, the customer is responsible for the return shipping cost. PulseWarm will arrange shipment of the replacement size where an exchange is available. If PulseWarm supplied the wrong size or product, PulseWarm will cover the applicable return shipping cost.
9. Refunds
Approved refunds are normally issued to the original payment method used for the purchase. Once a returned product has been received and the applicable inspection has been completed, PulseWarm normally processes approved refunds within 3–5 business days. The time required for the refunded amount to appear in your account may depend on your bank or payment provider. For statutory cancellations, refunds will be processed within the timeframe required by applicable law.
10. Refund Amounts
The refund amount depends on the reason for the return and the applicable consumer rights. A full refund may be provided for:
- An eligible cancellation made within the applicable statutory cancellation period
- An order cancelled within 12 hours before dispatch
- A confirmed defective product where a refund is the applicable remedy
- A wrong product supplied by PulseWarm
- Other circumstances where applicable law requires a full refund
Where a customer voluntarily returns an eligible product outside statutory rights, reasonable deductions may apply where permitted by applicable law.
11. Products That Have Been Used or Damaged
Customers should take reasonable care of products they intend to return. Where a customer has handled or used a product beyond what is reasonably necessary to establish its nature, characteristics, and functioning, PulseWarm may be entitled to make an appropriate deduction for diminished value where permitted by applicable law. This does not remove statutory rights relating to products that are faulty, defective, misdescribed, or otherwise fail to meet applicable legal requirements.
12. Return Procedure
To request a return or refund:
- Step 1:Email support@pulsewarm.com
- Step 2:Include your order number and explain the reason for your request.
- Step 3:Provide photographs, videos, or other information if requested.
- Step 4:We will provide return instructions where a return is required.
- Step 5:Send the product using the return method provided by PulseWarm.
- Step 6:Once received, the return will be reviewed and the applicable refund, replacement, or exchange will be processed.
Please do not send a return to a warehouse address without first contacting PulseWarm and receiving return instructions.
13. Lost or Delayed Returns
Customers should use a tracked shipping service when returning products where tracking is available. PulseWarm may request proof of postage or tracking information where appropriate.
14. Contact Us
For all cancellation, return, refund, exchange, or product-quality enquiries:
PulseWarm
Please include your order number in your email so we can locate your purchase and assist you as quickly as possible.
Statutory Consumer Rights
PulseWarm's policies are intended to operate alongside, and not replace, any mandatory consumer rights applicable to your purchase. If applicable law provides you with rights that are more favourable than the terms stated in this policy, those statutory rights will continue to apply.