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

Please note that 20% restocking fee will be applicable on all returns（excluding product quality issues due to our error)

  1. RETURN PROCESS

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

  1. If it is a product quality problem(damaged or missing parts), customers need to take photos or record small videos and then email us: support@pulwtop.com. We support resending new products or a full refund. The resending time of the new product is the same as the normal delivery time. The full refund will be returned to the customer within 3 business days.
  2. If the product described does not match the actual situation, please contact us for the original postal address. If the customer is not clear, you can contact us by email at support@pulwtop.com

 We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. (Usually within 1-2 business days)

  1. Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. 

If you sent a product back to us which was not approved for a return by our customer service won't be refunded. 
Next, contact your bank. 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 yet, please contact us at support@pulwtop.com

  1. EXCHANGES

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

  1. DAMAGED And Wrong Product

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery.  If your item(s) do arrived damaged, please send photos of damage, videos and box, along with a brief description of the damage 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. 

  1. NEVER ARRIVED

If the product has not been received for more than 30 days, please contact our support team: support@pulwtop.com, we will give you a full refund (sometimes due to the epidemic, the delivery time will be extended), or return your order 10% of the amount as compensation.

  1. EXCLUSIONS

Any order that is discounted, on sale, on special offer or bought with a discount cannot be refunded. We still allow for exchanges and store credit on discounted, sale and special offer orders.

  1. CANCELLATIONS

See our shipping policy page for details.

 

Shipping

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

142 92nd St, Brooklyn, NY 11209, United States

Recipient: pulwtop Kacie Godsey

Customer Support

  • Email: support@pulwtop.com

 

  • Address: 2207Byfield Dr Cedar Park TX 78613 United States

 

Policy Details and Exclusions

  • Please note that products must be returned in the original packaging and will not affect the second sale. So, 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 restocking 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 to the customer, the items must be send back within 2 weeks.
  • Additional shipping charges due to customer 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 item(s). You will be responsible for paying for your own shipping costs for returning your item if over 30 days. Shipping costs are non-refundable.

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