When you shop at Pulp Addiction, you can do so with confidence – the confidence of knowing that if you are not completely satisfied with your purchase, you can return it and we will provide you with an exchange, refund or repair within the guidelines outlined below. This policy applies to all purchases made from Pulp Addiction.
The quickest and easiest way to return a product that was purchased online is to contact our friendly & reliable Customer Service team by emailing us.
We want you to be 100% happy with your Pulp Addiction purchase and if the condition of the product is not holding up its end of the bargain, we will fix it in a hassle free manner.
Proof of Purchase
Please note that all returns, refunds, exchanges or repair requests must be accompanied by one of the following Proof of Purchase documents:
- Original purchase receipt (this is sent to your nominated email address for online purchases); or
- Original return/exchange receipt.
Have a Warranty Claim?
As far as warranty claims go, we will do everything we can to ensure your warranty is processed smoothly. We have a great relationship with all of our suppliers, and will work directly with them to ensure any warranty issues are rectified in a timely manner. Ultimately, every purchase needs to end on a note that satisfies you and we will take every step to ensure that.
Change of Mind
If you have changed your mind about your purchase within the 30 day return period, Pulp Addiction will be pleased to offer you a refund or exchange provided that:
- you return the item within 30 days of purchase; and
- you provide Proof of Purchase; and
- the item is in re-saleable condition including that:
- it is in its original packaging with all instruction manuals and accessories; and
- it is unused, undamaged and in its original condition; and
- the sealed box or plastic wrap of the item is not opened.
In these instances, the customer will bear the expense of returning the item to Pulp Addiction.
If you are unable to provide satisfactory Proof of Purchase, Pulp Addiction may, in its absolute discretion, provide you with an exchange to the current value of the item or issue you with a store credit provided that:
- the item is in re-saleable condition (i.e. the original tags and labels are still attached; the item is in its original packaging (if any); the item is unused, undamaged and as sold; and the sealed box or plastic wrap of the item is not opened.); and
- we can verify that the item was originally purchased from Pulp Addiction; and
- The item is not a Special Exception (see below); and Satisfactory Identification (see below) is presented at the time of the return.
Exchange
If you choose to have your item exchanged, the exchanged item will only be shipped to you after we have received your return back at our warehouse. You will have to pay a full price shipping fee for the redelivery, depending on which delivery service you choose.
Refund
If you choose to have your item or whole order refunded, Pulp Addiction may, in its absolute discretion, provide you a store credit or a refund back to the original payment method and it will be processed within 2 business days after we have received your return at our warehouse. Please note that refund generally takes between 2-10 business days to show on your bank statement.
For whole order refund including orders with free delivery offer, the refund amount will be the Grand Total amount minus a full price shipping fee, since we have already paid for the full price shipping fee on the initial delivery.
For item refund of orders with free delivery or discount code offer, if the refund resulted the Subtotal amount falls under the offer condition, the refund amount will be the Grand Total amount minus a full price shipping fee and/or discount code saving amount.
Personalised item are not eligible for exchange or refund, unless the product is faulty.
Return Assessment
All returns will undergo a return assessment upon arriving at our warehouse. This process cannot be replaced by photo shown over email and is to determine the item was the original item that we had supplied and is genuinely faulty, or unused and in original resaleable conditions. If any item fails the return assessment, the buyer will be responsible for any cost incurred in returning the item. If this cost is not paid within 7 business days, the item will be disposed or donated to charity.
Satisfactory Identification
Pulp Addiction will accept:
- a current Driver’s License, including a Learners permit with photograph; or
- Proof of Age card that is approved by the Government with photograph and signature within the seal; or
- Australian or International Passport.
Bonus items/Gift Cards/Bundled items
All gift cards or bonus items attached to the purchased products, or all elements of any bundled items, must also be returned with the original purchase. If not, the value of any such unreturned gift card, bonus or bundled item, or used portion of any gift card will be deducted from any refund.
Special Exception - please choose carefully as we do not offer exchange or refund on Pulp Addiction gift card or gift card purchases unless the item is faulty, significantly different from what was shown to you, not doing what it is supposed to do, in breach of consumer guarantees or where otherwise required by law.
Refund Payment Method
At Pulp Addiction sole discretion, we will refund either as a store credit or using your original payment method. We are confident that you will be thoroughly satisfied with your purchase from us. It is a good idea for everyone, though, to have guidelines in place in case something happens.