Refund policy

We love our customers and want you to love your purchases without the stress of being stuck with an item you don't like. We understand the difficulties of shopping online and will ensure to provide top notch service so you will always be happy shopping with us!

Return Policy

We accept returns or exchanges for items purchased directly from our website within 30 days of the purchase, provided that the following conditions are met:

  • Condition of Items: Items must be free from visible damage.
  • Packaging: All original packaging must be intact.
  • Guarantee: Any signs of damage will affect the Pulse Cup guarantee.
  • Time Frame: Returns or exchanges are not accepted after 30 days from the date of purchase.


Exemptions: We do not accept returns for intimate items (such as undergarments), sanitary goods, hazardous materials, or flammable liquids or gases.

Proof of Purchase: To complete your return, we may require a receipt or proof of purchase (order confirmation email) with your order number.

Return Address: To process your return or exchange, you must send the product and pay for the return postage to the following address:

Parcel Locker 10303 09797
Cleveland North Mall
Shop 85, 90 Middle St
Cleveland QLD 4163
Australia

To initiate a return or exchange, please contact us at support@thepulsecup.com with your order number and reason for the return or exchange. Our team will assist you based on the guidelines outlined here.

Exchanges
For exchanges, please follow the same procedure as for returns. Contact us at support@thepulsecup.com with your order number and reason for the exchange. We will process your request according to our policy.

Return Shipping
You are responsible for the shipping costs associated with returning your item. For items over $75, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

Refunds
Once we receive and inspect your returned item, we will notify you via email about the status of your refund. If approved, the refund will be processed, and a credit will be applied to your original payment method.

Late or Missing Refunds: Processing times can vary between financial institutions, typically taking 2-3 business days. If you have not received your refund within this period, please email us at support@thepulsecup.com so we can investigate further.

Return‑to‑Sender (RTS) Parcels

In cases where a parcel is returned to us because it was not accepted by the recipient or uncollected from the local post office, please note:

  • Free shipping is a promotional offer, and we still incur shipping costs when dispatching your Pulse Cup—regardless of the package’s delivery outcome.

  • As such, the full original return shipping amount will be deducted from your refund once the item is received back at our facility.

When Will Shipping Not Be Deducted?

We understand that sometimes the situation is truly out of your control. If your local postal service is at fault and officially declares the RTS was due to lack of delivery notification, address errors on their part, or other valid reasons, you may request a shipping cost waiver by providing:

  1. An official letter or email from your local postal provider confirming they did not notify you properly or otherwise failed to deliver;

  2. This documentation must clearly state that the USPS/postal provider is at fault—not the customer.

Once accepted, we’ll refund the full purchase price and shipping cost without deductions.

Policy Summary

Situation Shipping Fee Deducted? Requirement
Customer didn’t collect / refused ✅ Yes No documentation needed
Postal service fault with RTS ❌ No Official postal fault letter required

If you have any questions or need support, please reach out at support@thepulsecup.com. We’re here to help you — not just with your recovery tools, but with a smooth experience every step of the way.

Gifts
If the item was marked as a gift at the time of purchase and shipped directly to you, you will receive a gift credit for the return value. A digital gift certificate will be emailed to you once the returned item is received.

Damaged Items
If you receive a damaged or defective item, please submit a request to our email team at support@thepulsecup.com. Report any damage within 48 hours of receipt. We use timestamp information from the tracking link and delivery confirmation to review damage or return claims.

Feedback
We value your feedback, questions, and concerns. Please feel free to email us at support@thepulsecup.com. Your input is vital as we continuously strive to improve our services.

Thank you for shopping with us!