Returns and Refund Policy

Refund policy

By placing an order through pulwtop.com you are agreeing to the terms below. We set these policies to ensure that you are fully aware of our refund and return methods and procedures.

If the product is returned or exchanged due to quality problems (by our error), all costs will be borne by the pulwtop store, and the customer does not need to bear any costs.

1. 30-Day Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable):

  • Any item not in its original condition, or damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery.

2. Refund and Replacement Terms

  • Full refund within 30 days: We offer a full refund within 30 days of purchase for any reason. This applies to both domestic and international orders.
  • International orders: PULWTOP only provides a pre-paid return label for items sent from within the United States. Customers returning products from outside the US are responsible for return shipping costs.
  • No refunds after 30 days: Refunds are only available within the initial 30-day period. Afterward, the warranty covers replacements due to defects only.
  • Duties and taxes: For international orders, duties, taxes and any additional fees incurred are not refunded.
  • Refund process: Refunds are issued to the original payment method within 5-10 business days after we receive and inspect the returned product.

3. Return Process

To request a return and refund, please send an email to support@pulwtop.com, indicate your order number in the subject line, and explain the reason for the refund request. We will respond within 24 hours after you sent the email (except weekends).

  • If it is a product quality problem (damaged or missing parts), please take photos or record a short video and email us at support@pulwtop.com. We support resending a new product or a full refund. The resending time of the new product is the same as the normal delivery time.
  • If the product described does not match the actual situation, please contact us for the original postal address. If anything is unclear, you can reach us at support@pulwtop.com.

We will also notify you of the approval or rejection of your refund.

4. Late or Missing Refunds

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted.

If you sent a product back to us that was not approved for a return by our customer service, it won't be refunded. Next, contact your bank, as there is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund, please contact us at support@pulwtop.com.

5. Exchanges

We only exchange products that are damaged, the wrong product, the wrong size, or defective. If you need to exchange an item, please contact us at support@pulwtop.com.

6. Damaged and Wrong Products

Please inspect the packaging of your items when they arrive. If you notice any damage, make note of it when signing for delivery. If your items do arrive damaged, please send photos of the damage, videos and the box, along with a brief description, to support@pulwtop.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours.

7. Never Arrived

If the product has not been received for more than 30 days, please contact our support team at support@pulwtop.com. We will give you a full refund, or return 10% of your order amount as compensation.

8. Cancellations

See our shipping policy page for details.

9. EU/EEA Customers: Your Statutory Right of Withdrawal

This section applies in addition to, and independently of, the 30-day return terms above. If you are a consumer resident in the European Union or EEA and you purchased directly from pulwtop.com, you have a statutory right to withdraw from your purchase as set out below. These statutory rights are not affected by, and exist alongside, our voluntary return policy.

Right of withdrawal. You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. Where you ordered multiple goods in one order that are delivered separately, the period expires 14 days from the day on which you acquire physical possession of the last item.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by a clear statement. There are two ways to do this:

  • Option 1 - Online withdrawal form: Click the button below to open our withdrawal form. We will confirm your request by email.
  • Option 2 - Email us: Send a clear statement of withdrawal to support@pulwtop.com, including your name, address, order number, order date, delivery date, and the items concerned.

     

    To: PULWTOP email: support@satechi.com

    I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

    •     Order number [   ]

    •     Name of consumer(s) [   ]

    •      Reason for Withdrawal (optional) [   ]

Right of Withdrawal (EU)

We will reimburse all payments received from you, including the costs of standard delivery, without undue delay and no later than 14 days from the day we are informed of your decision, using the same means of payment you used for the original transaction. We may withhold reimbursement until we have received the goods back. You must send the goods back without undue delay and no later than 14 days from the day you communicate your withdrawal, and you bear the direct cost of returning the goods.

Shipping

To return your product, you should mail your product to:

4110 Bridle ridge drive, Suwanee, GA, 30024
Phone number: 8506039699
Recipient: Jieru Qi-Kris

Customer Support

  • Email: support@pulwtop.com
  • Address: 2207 Byfield Dr, Cedar Park, TX 78613, United States

Policy Details and Exclusions

  • Products must be returned in the original packaging and in a condition that does not affect resale. All products must be returned with all original manuals, registration cards, accessories, boxes, outer cartons and packing materials. If a product is returned damaged or with missing items, we reserve the right to assess a fee up to the full value of the purchase, depending on the items damaged or missing.
  • Returns will not be accepted without a return merchandise authorization (RMA) number. Once a return has been authorized and return instructions provided, the items must be sent back within 2 weeks.
  • Additional shipping charges due to special delivery requests (next-day delivery, international delivery, etc.) are not refundable.
  • The first day of the 30-day return period is the day the customer receives the items. You are responsible for paying your own shipping costs for returning your item if over 30 days. Shipping costs are non-refundable.

Please contact us with any questions about our return and exchange policies. We are more than happy to assist you.