Refund & Return Policy

We want your PulinGO experience to be smooth and risk-free. That’s why we proudly offer Free 30-Day Returns on most items (see exceptions below).

🗓️ Free 30-Day Returns
💳 Fast Refunds (5–7 business days)
🔁 Easy Exchanges
🔒 Secure, tracked returns

Eligibility

  • Returns accepted within 30 days of delivery.
  • Items must be unused, unwashed, in original packaging.
  • Please include all accessories, manuals, and tags.

Non-Returnable Items

  • Custom-made or personalized products (e.g., Halloween limited editions)
  • Furniture and oversized items
  • Health, personal care & intimate products (earrings, underwear, opened cosmetics, earphones)
  • “Final Sale” or clearance items (clearly marked on product page)

How to Start a Return

1) Submit
Go to Help Center → “Start a Return”. Enter order # and email.
2) Approval
Our team replies within 24–48h with instructions and a prepaid return label.
3) Ship
Use the prepaid label provided (trackable service required for remote territories). Keep your receipt until refunded.
4) Refund
After inspection, refunds are issued to your original payment method in 5–7 business days.

Return Shipping & Fees

  • ✓ All eligible returns are free – PulinGO covers return shipping.
  • No restocking fees for eligible returns.

Refund Amount & Payment Processor Fees

  • Payment processing fees are non-refundable per the policies of our payment providers (Shop Pay, Apple Pay, Google Pay, PayPal).
  • For any approved refund, the payment processor’s fee (e.g., 2.9% + $0.30) is deducted from the refund amount, because it is not returned to us by the processor.
  • Example: On a $100 order, processor fee $3.20 → refund issued: $96.80.
  • This rule applies to all payment methods processed via the above providers and is outside of our control.
Tip: Use the prepaid label provided. If the carrier marks a parcel “delivered” but it’s missing, contact us within 7 days so we can assist with an investigation.

Special Rules for Remote U.S. Territories

  • Covered regions: U.S. Virgin Islands (St. Thomas, St. Croix, St. John), Puerto Rico, Guam, Northern Mariana Islands, American Samoa.
  • Delivery time: 10–15 business days (longer than standard U.S. shipping).
  • Return shipping:
    • If the item arrives damaged or incorrect, PulinGO covers return shipping only when clear photo/video evidence is provided within 2 hours of delivery.
    • For all other reasons (change of mind, unwanted, etc.), return shipping is paid by the customer.
  • Claims made after the 2-hour window may not qualify for free return shipping, as the product is considered accepted in good condition.
  • These policies apply strictly to remote U.S. territories and are exceptions to our standard return & refund terms.

FAQs

Do you refund payment processing fees?
No. Payment processors (Shop Pay, Apple Pay, Google Pay, PayPal) do not return their fees on refunds; therefore, that fee is deducted from your refund amount.
Can I exchange for a different size or color?
Yes. Request an exchange during the return process. If in stock, we’ll ship once your return is confirmed.
When will I see my refund?
After approval, we process within 5–7 business days. Banks or card providers may take additional time to post the credit.
What if my order arrived damaged?
Please attach clear photos when submitting your request so we can resolve it ASAP at no cost to you.

Need help?

Open Help Center Email info@pulingo.com