Returns & Refunds
Returns & Refunds Policy
We want you to be happy with your order from PullSupply. Please read our Returns & Refunds Policy carefully before making a purchase. This policy explains when returns, exchanges, replacements and refunds are available, including for orders shipped to the United States, Europe and Canada.
Because some of our products may be made to order, customised, personalised or produced specifically for you, return rights may differ depending on the product type, the reason for return and the country where the order is delivered.
This policy does not limit or replace any mandatory consumer rights that may apply to you under your local laws.
1. Return and exchange period
If your item has a quality issue, arrives damaged, defective, incorrect, or does not match the product description, please contact us within 30 days from the date you received your order.
Where the issue is approved, we may offer one of the following solutions:
- a replacement;
- an exchange;
- a repair, where reasonable and possible;
- a partial refund;
- a full refund.
The final solution depends on the nature of the issue, product type, availability of replacement items and applicable consumer protection laws in your country or region.
Please note that the 30-day period is our standard commercial return and exchange window for quality-related issues. If mandatory local law gives you longer protection, your statutory rights will continue to apply.
2. Made-to-order, custom and personalised products
Many made-to-order products are produced specifically for each customer. For this reason, we do not accept returns, cancellations, exchanges or refunds for made-to-order, custom-made, personalised or specially produced items if:
- you changed your mind;
- you ordered the wrong size, colour, model, text, design or variation;
- you no longer need the item;
- you found another product elsewhere;
- the product was made according to the details you provided at checkout;
- you approved the design, preview, measurements, personalisation or order details before production.
This includes, but is not limited to, products that are personalised with names, text, initials, logos, colours, measurements, design choices or other customer-specific details.
However, if a made-to-order or personalised product arrives damaged, defective, incorrect, or has a confirmed quality issue, please contact us within 30 days of delivery and we will review the case.
3. Change-of-mind returns
Change-of-mind returns are not accepted for made-to-order, custom-made or personalised products, unless required by applicable law.
For standard, non-custom products, change-of-mind return rights depend on the country or region where the order is delivered.
United States customers
For orders delivered to the United States, we accept returns only according to this policy and any mandatory rights that may apply. We do not accept change-of-mind returns for made-to-order, personalised or custom products.
If your item is defective, damaged, incorrect or materially different from what you ordered, please contact us within 30 days of delivery.
European customers
For eligible standard products delivered to countries where a statutory cooling-off period applies, you may have the right to cancel and return your order within the legally required period.
In the European Union, consumers generally have a 14-day right of withdrawal for many online purchases. This right usually starts from the date the goods are delivered. However, this right does not apply to goods that are made to order, clearly personalised or produced according to the customer’s specifications.
If your product is faulty, damaged, incorrect or not as described, your legal rights remain unaffected.
Canadian customers
For orders delivered to Canada, return and refund rights may depend on applicable federal, provincial or territorial consumer protection rules. Businesses are generally not required to accept returns simply because a customer changed their mind, unless their own policy or applicable law says otherwise.
We do not accept change-of-mind returns for made-to-order, custom-made or personalised products.
If your item is defective, damaged, incorrect or materially different from what you ordered, please contact us within 30 days of delivery.
4. Damaged, defective or incorrect items
If your order arrives damaged, defective, incorrect or has a quality issue, please contact us as soon as possible and no later than 30 days after delivery.
To help us resolve the issue quickly, please include:
- your order number;
- your full name and email address used for the order;
- a clear description of the issue;
- photos or videos showing the defect, damage or incorrect item;
- photos of the packaging, if the item arrived damaged during shipping.
Please contact us at info@pullsupply.com before sending any item back. Returns sent without prior approval may not be accepted.
Once we receive your request, we will review the information and contact you with the next steps.
5. Conditions for approved returns
If your return is approved, the item must usually be returned in the following condition:
- unused, unless the defect became visible only after normal inspection;
- clean and in reasonable condition;
- with original packaging where possible;
- with all parts, accessories, labels, manuals or included items;
- packed safely to prevent damage during return shipping.
We reserve the right to refuse a return, exchange or refund if the item is returned damaged, used incorrectly, incomplete, altered, or not in the condition described during the return approval process.
6. Items that cannot be returned
Unless required by law, we do not accept returns for:
- made-to-order products due to change of mind;
- personalised or customised products due to change of mind;
- products made according to customer-provided specifications;
- products damaged by misuse, incorrect installation, improper care or normal wear and tear;
- items returned without prior approval;
- items returned after the applicable return period;
- products that have been altered, used incorrectly or damaged after delivery;
- gift cards, digital products or downloadable products, where applicable;
- final sale or clearance items, unless they are defective or not as described.
7. Return shipping costs
Return shipping costs depend on the reason for the return and your location.
If the item is confirmed to be defective, damaged, incorrect or not as described, we will provide instructions for the return or replacement process. Depending on the case, we may cover reasonable return shipping costs, provide a return label, send a replacement without requiring a return, or offer another suitable solution.
If a return is accepted for any other reason, the customer may be responsible for return shipping costs, customs charges, duties, taxes or other related fees, unless local law requires otherwise.
Original shipping fees are generally non-refundable unless the return is due to our error, a defective product, or applicable law requires a refund of shipping costs.
8. International returns, customs, duties and taxes
PullSupply ships to multiple markets, including the United States, Europe and Canada. International returns may be subject to customs procedures, duties, taxes or import/export rules.
Customers are responsible for providing accurate shipping information at checkout. We are not responsible for delays, failed deliveries or additional charges caused by incorrect addresses, unpaid customs fees, refusal to accept delivery, or failure to collect the package from the carrier.
If an order is returned to us because it was refused, unclaimed, or could not be delivered due to incorrect customer information, we may deduct shipping costs, return shipping fees, customs fees, handling fees or other costs from any refund, where permitted by law.
9. Refunds
Once we receive and inspect an approved return, we will notify you whether the refund has been approved.
If approved, the refund will be issued to the original payment method used at checkout. Refund processing times may vary depending on your bank, card provider, payment processor or country.
Please note:
- refunds are issued only after the return is approved and inspected, unless we decide otherwise;
- shipping fees may be non-refundable, unless required by law or the issue was caused by us;
- customs duties, import taxes and brokerage fees are usually non-refundable by us;
- partial refunds may be issued if only part of the order is affected;
- we may deduct return shipping or handling costs where permitted by law.
10. Exchanges and replacements
If your item is defective, damaged, incorrect or has a confirmed quality issue, we may offer a replacement or exchange instead of a refund.
Replacement availability depends on stock, production capacity, product type and delivery location. If the same product is unavailable, we may offer an alternative item, store credit, partial refund or full refund, depending on the situation and applicable law.
For made-to-order and personalised products, replacements are only available when the issue is related to quality, production error, damage or an incorrect item.
11. Order cancellations
Orders may be cancelled only if production, processing or fulfilment has not yet started.
Because made-to-order and personalised products may enter production quickly, cancellation requests are not guaranteed. Once production has started, the order usually cannot be cancelled unless required by law.
If you need to request a cancellation, please contact us as soon as possible after placing your order at info@pullsupply.com.
12. Incorrect customer information
Please make sure all order details are correct before completing your purchase. This includes:
- name;
- shipping address;
- email address;
- phone number;
- product size;
- colour;
- design;
- measurements;
- product quantity.
We are not responsible for errors caused by incorrect information provided by the customer. If a product is made or shipped according to the information submitted at checkout, it may not be eligible for return, exchange or refund due to customer error.
13. How to request a return, exchange or refund
To start a return, exchange or refund request, please contact us at:
Email: info@pullsupply.com
Website: pullsupply.com
Subject line: Return request / Refund request / Exchange request
Please include:
- your order number;
- your full name;
- the email address used for the order;
- a clear description of the issue;
- photos or videos showing the problem, if relevant.
After reviewing your request, we will confirm whether the return, exchange or refund is approved and provide further instructions.
Please do not return any item before receiving return approval and instructions from us.
14. Your statutory rights
Nothing in this policy is intended to limit, exclude or replace any mandatory consumer rights that apply in your country, state, province, territory or region.
Where local laws provide additional rights, including rights related to defective goods, incorrect goods, non-conforming goods, cancellation periods, repairs, replacements or refunds, those rights will apply.
If any part of this policy conflicts with mandatory consumer protection law, the applicable law will prevail.
15. Contact us
If you have any questions about returns, refunds, exchanges or your order, please contact us:
PullSupply
Website: pullsupply.com
Email: info@pullsupply.com
We will review your request and respond as soon as possible.