Refund policy
Last updated: 7 May 2026
At Pure Pulses, we want every purchase to be the right one. If something isn't working out, this policy explains your options and how the process works.
Return Window
You have 30 days from the date your order is delivered to request a return. Requests submitted after this period cannot be accepted.
Item Condition
To be eligible for a return, items must be unused, uninstalled, and in their original condition. All original packaging, accessories, and documentation must be included.
Please note that lighting fixtures that have been mounted, wired, or otherwise installed are considered used and are not eligible for return. Items that do not meet the above conditions may not qualify for a refund and may be returned to the sender at their expense.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or if you received the wrong item, please contact us within 14 days of delivery. Include your order number and clear photos of the item and its packaging.
Please be aware that damage resulting from incorrect installation, use of incompatible electrical systems, or mishandling after delivery is not covered under this policy.
Once a valid issue is confirmed, we will offer a full refund or a replacement depending on your preference and stock availability. Pure Pulses will cover all return shipping costs in these cases and no additional charges will apply.
Return Shipping Costs
Who covers return shipping depends on the reason for the return.
| Reason | Return shipping |
|---|---|
| Damaged, defective, or wrong item received | Covered by Pure Pulses |
| Change of mind | Customer's responsibility |
| Incorrect size or variant selected | Customer's responsibility |
| Sale item | Customer's responsibility |
We recommend using a trackable shipping method for all returns. Pure Pulses cannot be held responsible for returns lost in transit. Original outbound shipping fees are non-refundable.
Return Authorisation
All returns must be approved before items are sent back. Please do not ship anything without prior authorisation. Returns received without approval will not be processed.
To request a return, contact us with your order number and the reason for your return. Once approved, we will send you the return address and step-by-step instructions.
How to Return an Item
- Contact us with your order number and reason for the return
- Wait for approval — we will respond within 1–2 business days
- Receive the return address and packaging instructions
- Pack the item securely in its original packaging with all accessories included
- Ship it back using a trackable method and retain your tracking number until your refund is confirmed
Refunds
Once your return is received, our team will inspect the item to confirm it meets the return conditions. If approved, a refund will be issued to your original payment method within 7 business days of inspection. Your bank or payment provider may take an additional 3–10 business days to post the refund to your account.
If your return does not meet the conditions after inspection, we will contact you to explain the outcome. We do not charge restocking fees on eligible returns.
Exchanges
Exchanges are available subject to stock availability. If you would like a different item, size, or variant, contact us with your order number and the details of what you are looking for. We will check availability and guide you through the next steps.
Order Cancellations
You may 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. Once the item arrives, you may return it by following the return process above.
Order Not Delivered
If your order has not arrived within the estimated delivery window, please contact us. We will open an investigation with the relevant carrier on your behalf. If the shipment is confirmed lost, we will issue a full refund or send a replacement at no additional cost to you.
Non-Returnable Items
Any items marked as final sale will be clearly noted on their product page prior to purchase and are not eligible for return.
Updates to This Policy
We may update this Return & Refund Policy from time to time to reflect operational or regulatory changes. The most current version will always be available on this 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.