Politique de remboursement

Returns & Exchange Eligibility Criteria

Eligibility

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

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

Shoes that have been worn may still be submitted for assessment where the customer believes there is a manufacturing defect. Warranty claims are assessed separately from standard returns.

Faulty, Damaged or Incorrect Items

Please contact us as soon as possible if your item:

• Arrives damaged
• Appears to have a manufacturing defect
• Is significantly different from the product displayed on our website
• Is the incorrect item or size due to an error by Pulse Dance Shoes

Customers may be required to provide 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 will be 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 will provide the applicable remedy in accordance with this policy and 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 request:

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

We may also require the item to be returned for physical inspection before determining the outcome of the claim.

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

A refund will not be 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, the customer may be required to cover the cost of returning the item for inspection.

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

Condition Discrepancies Upon Return

If a return is approved based 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 returned to the customer at their cost.
• We will contact the customer with photographic evidence and details before proceeding.

Timing of Return Approvals, Exchanges & Refunds

• Return, exchange and warranty requests are generally reviewed within 24 hours, Monday to Friday.
• Approved refunds or exchanges are generally processed within 36 hours of receiving the returned item.
• Refunds are issued to the original payment method.
• Please allow up to 10 business days for your bank or payment provider to process the refund.
• Warranty assessments may take longer where additional evidence or a physical inspection is required.

How to Process a Return, Exchange or Warranty Claim

1. Visit our Returns Portal.
2. Enter your order number, beginning 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, you may place a new order for the preferred size and return the original item through the Returns Portal.

Alternatively, you may submit an exchange request directly through the portal.

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

Approval of a replacement does not constitute an admission that the product was faulty beyond the specific issue assessed.

Exceptions / Non-Returnable Items

• Gift cards cannot be returned or refunded.
• Items marked as final sale may not be eligible for a change-of-mind refund.
• This does not affect any rights that cannot legally be excluded where an item is faulty.

Stolen or Missing Packages

Once an order has been marked as delivered by the courier and valid proof of delivery has been provided, responsibility for the package transfers to the customer, except where otherwise required by applicable law.

• 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 required by applicable law.
• Loss or theft occurring after confirmed delivery is outside the control of Pulse Dance Shoes.

We strongly recommend selecting Shipping Protection at checkout.

If Shipping Protection was purchased, customers may submit a claim through the Shipping Protection provider here.

If Shipping Protection was not selected, we may be unable to offer a refund, 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 your order within 14 days of delivery without providing 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.

Need Help?

You can contact us at support@pulsedanceshoes.com with any questions about returns, exchanges, refunds or warranty claims.