Refund policy
Return & Refund Policy
We want you to feel confident shopping with us. If something isn’t right, we’re here to help.
Order Cancellation
You may cancel your order within 24 hours of payment for a full refund.
After 24 hours, cancellation may no longer be possible if the order has already been processed, prepared, or shipped.
Return Eligibility
We accept return requests within 45 days of delivery.
To be eligible for a return, items must be unused, in original condition, and in original packaging.
Return Conditions
Returns are handled based on the condition and reason for the return:
-
Damaged, defective, or incorrect items:
Eligible for a full refund or free replacement. We will also cover return shipping where applicable. -
Non-defective returns (change of mind, incorrect selection, etc.):
Returns are accepted within the return period. The customer is responsible for return shipping, and a restocking fee of up to 20% may be applied based on the return condition.
Non-Returnable Items
- Custom or made-to-order items
- Clearance or final sale items
- Gift cards
Refunds
Once the returned item is received and inspected, the refund will be processed to the original payment method in accordance with this policy.
- Credit card refunds: 5–10 business days
- Other payment methods: up to 14 business days
Return Process
Please contact us before returning any item so we can provide the correct return instructions and return address.
Items returned without sufficient order information may result in delays in processing.
Contact Us
If you have any questions about returns or refunds, please contact us at:
Email: info@pulens.com
Phone: +852 5140 1805 (Hong Kong)
Mon – Fri, 9:00 AM – 6:00 PM