Return and Refund Policy
A return authorization is required for any returns or replacements. Any product shipped to us without a return authorization might be returned back to the customer at his or her expense.
When returning items overseas, you may be required to pay customs duties and customs clearance fee. Note that there may be other fees that you may be charged in addition to these fees.
We do understand that you may change your mind right after you clicked “order confirm” button; therefore, please contact us immediately if you want to cancel or amend your confirmed order. The service is free of charge if we get your contact before your order is shipped. However, if you order any custom-made products with us, you may not be able to cancel the order.
If you change your mind after the order is shipped, you will have 5 (five) days of cooling-off period once the order is delivered, when you will be eligible for return or refund without penalty. For example, if the courier system shows the parcel is delivered on Jun. 1st, the cooling-off period is until Jun. 5th., regardless holidays or not. Please note that, we do not offer any free trial during this grace period, and any trial use or damage on the product or the package may affect the result of your requested return or refund.
Once the cooling-off period passed, the product has been used, or the product or the package has been damaged so as affect the value of re-sell the product, you will not be able to return or refund the order.
Cases NOT Eligible for Return & Refund
There are cases that you are not eligible for a return & refund. Such as,
- The 5-day cooling-off period has passed.
- The product has been used.
- The product or the package is considered dirty, worn, damaged or with written marks.
- The returned product is not well packed and therefore does not maintain the same resell-able condition, including worn or damaged package, missing parts, etc.
- Premeditation or malicious returns.
- Repeated return on the same product that has been filed for return or replacement before.
What if “Product Defect?”
When you receive your order, please inspect all the package and products. If you find any product defects, or any problem that shall belong to DrPulley.Co’s responsibility, please contact us within the 5-day grace period for the return process.
What is consider product defect? Please see the descriptions in this article. If there is any dispute regarding the recognition of product quality, DrPulley.Co will reserve the right for final explanation.
Your satisfaction is very important to us. If, accidently, you receive a defective product from us, we will assist you for a replacement.
Cases below can be considered product defect:
- Wrong product or different product from what is shown in your order; such as wrong specification, wrong color or sizes.
- Damaged product during delivery.
- Clear product problem, bad quality, or any problem or damage that is not caused by the buyer.
We do not offer replacement option unless it is product defect. Products in different color, size, or weight are considered different products. If you want to change another color, size, or weight, please return the product and place a new order for the one you want.
How to Return
If you change your mind after receiving the product and want to return it, please contact us within the 5-day grace period, and provide us
- Order number
- Your full name
- Your email address
- Product that you want to return
- Reason that you want to return
Once we got your contact form, we will file a case for you and guide you through the whole return process. Please note that all return issues must be taken through the contact us form. Our other emails or accounts in other social media will not take care of any purchase or return issue on DrPulley.Co website. Thanks for your cooperation.
The general return process will be as the following:
- You: Contact us through the online form, within the 5-day grace period.
- We: Reach you and figure out the reason.
- You: Decide whether to return after our discussion.
- If you decide to return,
- You: Send the product back to us, with stamped in 5-day grace period.
- We: Check the product after receiving, and contact you for the result.
- You: Receive the refund accordingly.
* We strongly suggest you use courier service or EMS, so that the shipment can be tracked. Also, please choose the delivery method so that we can receive the return product within 14 days; otherwise, you might not be able to get full refund.
**If you return the product due to personal reasons, you will have to pay the shipping cost sending back to us.
*** To make us able to serve our valued customers better, for those who return the product or maliciously make the delivered order unclaimed for more than 2 (two) times, we reserve the right to take future orders. Thanks for your understanding.
We always emphasize the quality on our products, for our valued customers as well as our reputation. However, if you believe your product is flawed, please don’t hesitate to contact us.
When Can I Get the Refund?
Once we received your returned product, we will put it to our product QC process to inspect the product situation. If there is no problem on the product or package, we will then send the refund to you. The whole process may take 2 to 5 working days.
You will receive a notification email once the refund is completed.
Important Reminder for Return
When returning the product back to us, please carefully keep your shipping receipt as well as the tracking number, in case the parcel goes missing. Please note that, before the product is received by us, it is still your responsibility. We can only deal with the request of refund after we successfully get the complete product and package within the grace period.