Refund policy
Return and Refund Policy - Switzerland
Customs duties and import taxes
If you are charged customs duties or import taxes upon receipt of your order, please contact us at contact.pulsiora@gmail.com with proof of payment. We will refund these fees within 14 business days on your original payment method.
Return time
Returns are accepted within 14 days of receipt of the order only in the cases provided below.
Defective, damaged or incorrect products
If your product:
Arrived damaged;
Has a manufacturing defect;
Does not correspond to your order;
Please contact us within 7 days of receipt by attaching photos or a video clearly showing the problem.
After verification, we will propose, as the case may be:
A replacement of the product;
A full refund;
A partial refund where appropriate.
Lost packages
If your package is officially declared lost by the carrier, we will make a new shipment or refund.
Change of mind
Returns for change of mind, order error, wrong size chosen by the customer or any other personal reason are not accepted.
Return of products
When the return is necessary, we will inform you of the return address. No package should be returned without our prior authorisation.
Refunds
Refunds are made to the payment method used when ordering within 10 working days after validation of your request.
Cases not covered
No refund will be granted if:
The product has been used abnormally;
The damage is the result of misuse;
The requested evidence is not provided;
The delivery address provided was incorrect.
Return and Refund Policy - European Union - United Kingdom
Right of withdrawal
In accordance with European regulations, you have a period of 14 days from the receipt of your order to exercise your right of withdrawal, except for exceptions provided for by law (personalised products, open hygiene items, etc.).
The product must be returned in its original condition, unused and with its original packaging.
The return costs are entirely borne by the customer, unless the product received is defective, damaged or does not correspond to the order.
Refund in case of change of mind
If you exercise your right of withdrawal because you no longer wish to keep the product, the refund will be made only after receipt and verification of the returned product, or as soon as you provide us with valid proof of shipment of the return, i.e. approximately 14 days (for example, a receipt or a tracking number), in accordance with applicable regulations.
The refund will be made to the payment method used when ordering.
Defective, damaged or incorrect products
If you receive a defective, damaged or different product from the one ordered, contact us within 7 days of delivery by attaching photos or a video clearly showing the problem.
After verification, we will propose, depending on the situation:
A replacement of the product;
A full refund;
Or a partial refund when appropriate.
In this case, any return costs will be covered by us if a return is requested.
Lost packages
If the carrier confirms that a package is lost, we will proceed with a new shipment or a full refund.
Return address
The return address will be communicated to you after validation of your request. No product must be returned without our prior authorisation.
Exceptions
The right of withdrawal does not apply in particular to personalised products, sealed products opened for hygiene reasons or other exceptions provided for by European legislation.
Incorrect delivery address
The customer is responsible for providing a complete and correct delivery address when ordering.
In the event of an error in the address provided by the customer (incomplete, incorrect or invalid address), we cannot be held responsible for delays, losses or delivery failures resulting from this error. And therefore no refunds will be made