Refund policy

Refunds

Order Delays (Lost In Transit)

If an order shows no tracking information, remains pending or in transit, or expires beyond:

  • 60 days from the shipping date (global)
  • 45 days (U.S. orders)

PulseCara will, at its discretion, resend the product or issue a refund.

Delivered Orders

Refunds/replacements will not be processed if tracking indicates the order was delivered.

If the package was not received, a non-delivery certification from the carrier/postal authority is required.

Damaged Products

A full refund or replacement will be issued if items arrive damaged.

Must be reported within 30 days of delivery with valid photo or video evidence of the product submitted to PulseCara's support email support@pulsecara.com.

Evidence should include a short video or image demonstrating the defect (e.g., the product failing to function properly), along with clear proof of the impact on item functionality.

Please note that if the packaging is damaged but the product itself is intact and functioning properly, we cannot process a refund. Refunds are only issued if the product itself arrives damaged or broken, not for damaged packaging.

Defective Items

If you receive a defective product, follow these steps:

  1. Capture images and/or videos displaying the defect clearly (e.g., the product not working).

  2. Submit the evidence via PulseCara's support email support@pulsecara.com

  3. Upon verification of the defect, PulseCara will offer:

    • A refund to the original payment method.

      or

    • A replacement product, if applicable.

  4. Returns are generally not required; customers may keep defective items. This saves you return shipping costs.

Incorrect or Missing Products

A full refund or replacement will be issued for incorrect or missing items.

Requires photo or video evidence within the applicable timeframe.

Evidence must include clear images of the received item, the original packaging, and the shipping label, along with an indication of the specific problem (e.g., incorrect SKU, size, or color).

Wrong Items Delivered or Redelivered

When a wrong item or an incorrect redelivery is received, here are the steps:

  1. Provide an image of the received item and its original packaging.

  2. Indicate what part of the order was incorrect (e.g., SKU, color, or size).

  3. Submit this information by sending an email to PulseCara's support email support@pulsecara.com

  4. If confirmed, PulseCara processes refunds within 5–10 business days to the original payment method.


Order Cancellation


A full refund is available if the order is canceled before processing or shipping.

Certain products (e.g., Print-on-Demand or preorder inventory) cannot be canceled once payment is made.


Important Notes

  • All required evidence (photos, videos, certifications) must be provided to validate claims.

  • All exceptions, timeframes, and eligibility requirements above must be met for a refund or replacement to apply.

  • Refund requests, once validated, are typically processed within 5–10 business days.


Optional Package Protection

    At PulseCara, we want your order to arrive safely. We recommend adding Shipping Protection to your order, which guarantees a swift replacement or refund if your package is lost in transit, damaged, incorrect or stolen (lost) after delivery. While standard shipping ends once the carrier marks the package 'Delivered,' Shipping Protection guarantees a priority replacement or refund if your item is lost, damaged, or stolen after delivery. Shipping Protection adds a faster seamless solution for customers.

    This option is available in your cart with an opt-in button. It is not pre-selected, allowing you to select it and choose to ensure your order is protected during shipping and after delivery,

    If you purchased Shipping Protection at checkout, your order is protected against loss, damage, or theft.

    • Damaged or Incorrect Items: Please take photos of the damaged or incorrect item and packaging and submit a claim within thirty (60) calendar days from the shipment date. Proof of damage is required.
    • Lost In Transit: If your package is lost in transit beyond the shipment time, with no shipping update , please submit a claim within thirty (30) calendar days from the shipment date.
    • Lost After Delivery/Stolen Items: If your package is marked as delivered but not received, please submit a claim within thirty (30) calendar days from the delivery date.

    Claims are subject to review and must meet our protection guidelines.
    Any false or misleading information may result in claim denial.

    To file a claim, please go to the bottom of the PulseCara website and click the "File A Claim" tab.

    If you want any assistance along the way, our team at PulseCara is here to support you. Feel free to contact us anytime at support@pulsecara.com

    Returns


    We have a "No Returns" policy

    PulseCara does not accept returns.

    Returns are generally not required; customers may keep defective items. This saves you return shipping costs.