Politique de remboursement

Last updated 7 September 2026

This policy covers returns, exchanges, refunds and warranty claims. Delivery times, shipping costs and parcels that go missing on the way to you are covered by our shipping policy.

The 30 day window

You have 30 days from the day your order is delivered to return or exchange it.

Try your shoes on indoors on a clean, soft surface. That is the fit check, and it keeps them in the condition a return needs. Shoes worn for dancing cannot go back as new, but a suspected manufacturing defect is always assessed under warranty.

Return shipping in your country

The 30 day window is the same everywhere. What changes is who pays to send the shoes back.

  • United States, Australia, United Kingdom and Canada: one free return or exchange* per original order, on everything except clearance and last sale items. Further returns or exchanges on the same order, including repeated size changes and new orders placed for the same item, may carry a USD $10 return shipping fee.
  • New Zealand: we provide a subsidised return shipping label for USD $15. An exchange also carries a USD $15 fee to send the replacement pair.
  • Singapore, South Korea, Thailand, Japan, Taiwan and Malaysia: you arrange and pay for your own return shipping.
  • FedEx markets (Argentina, Brazil, Colombia, Egypt, India, Indonesia, Kazakhstan, Mexico, Nigeria, Pakistan, the Philippines, Russia, Turkey, Ukraine and Vietnam): orders to these countries ship with FedEx on a Delivered Duty Paid basis, with all duties and import taxes included in the shipping price. You arrange and pay for all return and exchange shipping. The original FedEx shipping fee, including the duties and import taxes it covers, is non-refundable.
  • All other countries: you arrange and pay for all return and exchange shipping.

Clearance and last sale items

Clearance and last sale items are the exception to free returns.

  • An exchange is free within 30 days, one per order.
  • A return for a refund carries a USD $10 return shipping fee.
  • In New Zealand the New Zealand terms above apply instead: a subsidised return label for USD $15, and a USD $15 fee to send the replacement pair.
  • Everywhere else, the return shipping terms for your country above apply.

None of this affects your rights if an item turns out to be faulty.

Final sale items

An item marked final sale may not be eligible for a refund if you change your mind.

Final sale is not the same as clearance. The clearance and last sale terms above apply to clearance and last sale items; they do not apply to an item marked final sale.

This does not affect any rights that cannot legally be excluded where an item is faulty.

Pre-orders

A pre-order is paid in full at checkout. You can cancel at any time before it ships and we will refund you in full. Once your pre-order is delivered, the 30 day terms above apply as they do to any other order.

What makes an item eligible

To be eligible for a standard return, refund or exchange:

  • The request is lodged within 30 days of delivery.
  • The item is unworn, unused and returned with its original tags and packaging.
  • Shoes may be tried on indoors on a clean, soft surface to check the fit.
  • Shoes that have been worn for dancing are not eligible for a standard return, refund or exchange.
  • You provide proof of purchase, or submit your request through our Returns Portal.
  • The item is returned in the same condition as the photographs submitted with the return request.
  • Express shipping fees are non-refundable and are deducted from the refund.
  • Approved returns use the return shipping label provided by Pulse Dance Shoes and include the supplied packing slip.

We are not responsible for damage that happens during return shipping.

Shoes that have been worn can still be submitted for assessment if you believe there is a manufacturing defect. Warranty claims are assessed separately from standard returns.

Faulty, damaged or incorrect items

Contact us as soon as you can if your item:

  • Arrives damaged.
  • Appears to have a manufacturing defect.
  • Is significantly different from the product shown on our website.
  • Is the wrong item or the wrong size because of an error by Pulse Dance Shoes.

We may ask for clear photographs, proof of purchase and information about the issue before a claim can be assessed.

No refund, replacement, return shipping label or other remedy is approved until the claim has been reviewed and the reported issue has been assessed.

If we confirm that an item arrived damaged, was supplied incorrectly or has a manufacturing defect, Pulse Dance Shoes provides the applicable remedy under this policy and under any consumer rights that cannot legally be excluded.

Warranty claims for worn items

Items that have been worn may be submitted for assessment where a manufacturing defect is suspected. To assess a warranty claim, we may ask for:

  • Proof of purchase.
  • Clear photographs or videos of the item and the reported issue.
  • Information about how and where the item was used.
  • A description of when the issue was first noticed.

We may also need the item returned for physical inspection before we decide the outcome of the claim.

If a manufacturing defect is confirmed after the item has been worn, Pulse Dance Shoes provides a replacement of the same product. If the same product is unavailable, we may provide an equivalent replacement of comparable value.

A refund is not provided where the issue can be resolved through replacement, except where a refund or another remedy is required under applicable consumer law.

Warranty coverage does not apply to:

  • Normal wear and tear.
  • Cosmetic marks, scuffs or damage caused through use.
  • Misuse, accidental damage or use on unsuitable surfaces.
  • Improper cleaning, care, drying or storage.
  • Alteration, modification or unauthorised repair.
  • Changes in cushioning, support or appearance resulting from normal use.
  • Fit, comfort or discomfort where no manufacturing defect is identified.

If the evidence provided does not indicate a manufacturing defect, you may be asked to cover the cost of returning the item for inspection.

If a manufacturing defect is confirmed, reasonable return shipping costs are reimbursed where applicable. If no manufacturing defect is found, the claim is declined and you may be responsible for the cost of having the item returned to you.

If a return arrives in a different condition

If a return is approved on photographs showing the item unused and in its original condition, but the item arrives worn, damaged or in a different condition:

  • We reserve the right to deny the refund or exchange.
  • A partial refund may be issued where appropriate.
  • If the damage was not caused during return shipping, the item may be sent back to you at your cost.
  • We contact you with photographic evidence and details before proceeding.

How long returns, exchanges and refunds take

  • Return, exchange and warranty requests are generally reviewed within 24 hours, Monday to Friday.
  • Approved refunds and exchanges are generally processed within 36 hours of your return arriving.
  • Refunds are issued to the original payment method.
  • Allow up to 10 business days for your bank or payment provider to process the refund.
  • Warranty assessments can take longer where extra evidence or a physical inspection is needed.

How to start a return, exchange or warranty claim

  1. Go to our Returns Portal.
  2. Enter your order number, which begins with PULSE#, and the email address used for the purchase.
  3. Select the reason for your request.
  4. Upload clear photographs showing all sides of the item and any affected area.
  5. Provide any additional information requested.
  6. Submit your request for review.
  7. Wait for written approval and return instructions before sending the item.
  8. Use the return shipping label and packing slip supplied by Pulse Dance Shoes, where provided.

Important: items returned without prior approval may not be accepted or processed.

Exchanges

For a faster exchange, place a new order for the size you want and return the original item through the Returns Portal. You can also submit an exchange request directly through the portal.

Replacement products provided under an approved warranty claim are based on the original product purchased and on current stock availability.

Approving a replacement is not an admission that the product was faulty beyond the specific issue assessed.

Items we cannot take back

  • Gift cards cannot be returned or refunded.
  • This does not affect any rights that cannot legally be excluded where an item is faulty.

Stolen or missing packages

Once the courier marks an order as delivered and valid proof of delivery has been provided, responsibility for the package passes to you, except where applicable law requires otherwise.

  • Pulse Dance Shoes is not responsible for packages stolen or lost after confirmed delivery.
  • We do not provide refunds, replacements or store credit for orders reported as stolen after delivery has been confirmed, unless applicable law requires it.
  • Loss or theft after confirmed delivery is outside the control of Pulse Dance Shoes.

We strongly recommend selecting Shipping Protection at checkout. If you bought Shipping Protection, you can submit a claim through the Shipping Protection provider.

Without Shipping Protection, we may be unable to offer a refund, a replacement or store credit for a package reported as stolen after confirmed delivery.

European Union cooling off period

If your order is delivered to a country in the European Union, you may have the right to cancel or return it within 14 days of delivery without giving a reason.

To qualify, the product must be unused and returned with its original tags, packaging and proof of purchase.

This cooling off right is separate from any rights relating to faulty or defective products.

Your consumer rights

This policy operates in addition to any consumer rights and remedies that cannot legally be excluded, restricted or modified under the laws applicable to your purchase.

  • Australia: our products come with guarantees that cannot be excluded under the Australian Consumer Law. The remedy available may depend on whether the product failure is major or minor.
  • United Kingdom: nothing in this policy limits your rights under the Consumer Rights Act 2015, including any applicable rights relating to repair, replacement, price reduction or rejection of faulty goods.
  • Canada: consumer rights may vary by province or territory. Nothing in this policy excludes any mandatory warranties, guarantees or remedies available under applicable provincial or territorial law.
  • United States: consumer rights may vary by state. Nothing in this policy excludes any rights or remedies that cannot legally be limited under applicable federal or state law.
  • All other countries: nothing in this policy excludes or limits any rights or remedies that cannot legally be excluded under the laws applicable to your purchase.

Questions about a return

Email support@pulsedanceshoes.ca with any question about returns, exchanges, refunds or warranty claims.

*Free returns and free exchanges in the United States, Canada, the United Kingdom and Australia. Clearance and last sale items are the exception in every market, as set out under Clearance and last sale items above.