Orders
When will my order start processing?
Orders placed before 5:00 PM AEST on a business day begin processing the same day.
Orders placed after this time or on weekends begin processing the next business day.
Can I cancel my order?
You can cancel your order at any time before it has been dispatched. Contact us as soon as possible so we can stop processing before shipment.
If your order has already been dispatched, cancellation is no longer possible.
For more information, see our Return & Refund Policy.
I didn't receive an order confirmation email. What should I do?
Please check your spam or junk folder first.
If you still cannot find it, contact us at support@purepulses.com and we will look into it for you.
Shipping
How much does shipping cost?
Shipping is free on all orders. There are no minimum order requirements and no hidden fees.
How long will my order take to arrive?
Orders typically arrive within 8 to 12 business days from the date of purchase.
This includes 1 to 2 business days of processing and 7 to 10 business days in transit via Australia Post.
For full details, see our Shipping Policy.
Do you ship internationally?
No, we currently ship to Australian addresses only.
How do I track my order?
Once your order has been dispatched, you will receive a confirmation email with your Australia Post tracking number.
You can also use our Track Order page on the website.
Please allow 1 to 2 business days from placing your order for tracking information to become active.
My tracking hasn't updated. What should I do?
Tracking updates can occasionally take time to appear.
If your tracking has not updated after 3 business days from dispatch, please contact us and we will look into it on your behalf.
My order hasn't arrived. What should I do?
If your order has not arrived within the estimated delivery window, please contact us. We will open an investigation with Australia Post.
If the shipment is confirmed lost, we will issue a full refund or send a replacement at no additional cost.
For more information, see our Shipping Policy.
Returns & Refunds
What is your return window?
You have 30 days from the date of delivery to request a return. Requests submitted after this period cannot be accepted.
Can I return a lamp I have already installed?
No. Lighting fixtures that have been mounted, wired, or otherwise installed are considered used and are not eligible for return.
Items must be unused and in their original condition to qualify.
For full conditions, see our Return & Refund Policy.
Who pays for return shipping?
This depends on the reason for the return. If your item arrived damaged, defective, or incorrect, Pure Pulses covers return shipping.
For change of mind, incorrect variant selection, or sale items, return shipping is the customer's responsibility.
For a full overview, see our Return & Refund Policy.
How long does a refund take?
Once your return is received and inspected, a refund will be issued to your original payment method within 7 business days.
Your bank may take an additional 3 to 10 business days to post the refund to your account.
Do you charge restocking fees?
No, we do not charge restocking fees on eligible returns.
Can I exchange an item?
Yes, exchanges are available subject to stock availability.
Contact us with your order number and the details of what you are looking for and we will guide you through the next steps.
My item arrived damaged. What should I do?
Contact us within 14 days of delivery with your order number and clear photos of the item and its packaging.
Once the issue is confirmed, we will offer a full refund or a replacement.
For full details, see our Return & Refund Policy.
Payment
What payment methods do you accept?
We accept American Express, Apple Pay, Google Pay, Mastercard, Shop Pay, and Visa.
For full details, see our Payment Policy.
What currency are prices displayed in?
All prices are displayed in Australian Dollars (AUD).
Is my payment information secure?
Yes. All transactions are encrypted using SSL technology and processed through Shopify Payments.
Pure Pulses does not store or have direct access to your full card details.
My payment was declined. What should I do?
Please verify that your billing details and card information are entered correctly and that sufficient funds are available.
If the issue persists, we recommend contacting your bank or payment provider directly.
Still have a question?
If you couldn't find what you were looking for, our support team is happy to help.
Reach us at support@purepulses.com or visit our Contact page.
Contact Information
Store Name: Pure Pulses
Email: support@purepulses.com
Phone: +61 480 810 896
Address: 23 Erskine St, Sydney NSW 2000, Australia
Support Hours:
Monday to Friday: 9:00 AM – 5:00 PM AET
Saturday and Sunday: Closed
Response Time: Within 24 hours during business days. Messages received on weekends are answered on Monday.