Returns & Exchanges

• Within 30 minutes: Cancel online for a full refund if preparation or fulfillment has not started. Open Order lookup, verify your checkout email, select the order and choose the cancellation option.
• After 30 minutes: Submit a cancellation request through Order lookup for support review. A request does not mean cancellation or a refund has been approved.
• If preparation or shipment has started: Contact support to confirm the options available. Cancellation may no longer be possible.

For a normal checkout, the self-service window starts when the order is placed. For a delivery request paid after a manual quote, it starts when payment is captured. The available action and deadline are shown in Order lookup.

If we confirm that we cannot deliver your order under our Delivery assurance, we will refund the full amount you paid to us, including shipping and any taxes or import duties collected by us, to your original payment method. We do not deduct cancellation or payment-processing fees from this refund.

For a preorder cancellation within the 30-minute window before preparation or fulfillment starts, or another cancellation approved for a full refund, we submit a refund of the entire captured order amount, including delivery charges, to the original payment method. We do not deduct a cancellation fee or payment-processing fee from that full refund.

Cancellation, refund submission and receipt of funds are separate steps. Please check your order status or contact support for confirmation of the refund. Bank and payment-provider processing takes additional time; we cannot guarantee a specific credit date. Purchases are charged in the checkout currency; any separate currency conversion by your bank is subject to its own rules.

Check your inbox and spam or junk folder for cancellation and refund updates.

Submitting a delivery-confirmation request does not take payment. If you want to withdraw an unpaid request, contact support; no refund is needed. Once a quote is ready, use Order lookup or the dedicated payment link to review the address, package, delivery charges and quote expiry before paying.

The dispatch estimate is shown at checkout and in your order information. Air delivery is typically 8–15 business days after dispatch, depending on destination. Customs clearance and local delivery may cause delays. If dispatch is delayed beyond the stated window, contact support to discuss available options, including cancellation where applicable.

Because this is an intimate personal product, opened or used products are not eligible for change-of-mind returns or refunds for personal preference, dissatisfaction without a verified quality issue, or selection or compatibility expectations not caused by a shipping error or product defect, except where applicable law requires otherwise.

Unopened products may be eligible for return subject to the sales channel, applicable law and support instructions. Contact us before sending anything back. Opening the outer shipping carton alone is not the same as opening or using the product or breaking its hygiene seal. The hygiene restriction does not remove your rights regarding defective or incorrect goods.

If your product arrives damaged, defective, incorrect or missing components, please contact support within 7 days of delivery.

• Include your order number and checkout email.
• Describe the issue and attach clear photos or videos.
• For shipping-related issues, include photos of the package and shipping label.

After verifying the issue, we may provide troubleshooting, replacement parts, a refurbished replacement unit, a replacement product, a refund or another appropriate remedy. For verified quality issues, shipping damage, incorrect items or missing items, we cover the reasonable cost of the approved remedy.

The seven-day reporting request does not shorten your one-year hardware warranty or any non-waivable legal rights.

Once an order has been dispatched, it is handled as a return or delivery-issue request rather than an automatic order cancellation. Contact customer_service@pulsarfuture.com promptly with your order reference, checkout email, reason for the request and relevant photos. A request does not automatically approve a return or refund, and does not limit any statutory cancellation or return rights.

1. Contact support before returning anything. If the parcel is in transit, we will check whether the carrier can intercept it. Interception is not guaranteed. Please contact us before refusing delivery so we can explain your options; refusing a parcel alone does not confirm that a refund has been arranged.
2. Confirm eligibility and the remedy. For change-of-mind requests, we review the product condition and any hygiene seal, your purchase terms and applicable legal rights. Opening the outer shipping carton alone is not the same as opening or using the product. Defects, shipping damage, incorrect items and missing components are reviewed under 7-Day Arrival Protection, the Warranty Policy and applicable law.
3. Follow the return instructions. If a return is appropriate, support will provide the return address, packaging instructions and applicable return deadline. Keep proof of postage and tracking. We will explain the refund amount and any lawful return-shipping responsibility before you send the item. For verified quality issues, shipping damage or incorrect items, we cover the reasonable cost of the approved remedy.
4. Refund processing. Where a return is required, we normally process an approved refund after receiving and checking the goods, or on receipt of proof of return where applicable law requires it sooner. We follow applicable statutory refund deadlines. Refunds go to the original payment method; bank and payment-provider processing takes additional time.

There is no blanket rule that every dispatched order loses its delivery charges or incurs a processing fee. Refund amounts and permitted costs depend on the reason for return, the commitments applicable to your purchase and applicable law. If a parcel is missing or has not reached you, report a delivery issue; we will investigate with the carrier rather than ask you to return goods you have not received.

Email customer_service@pulsarfuture.com with your order number, checkout email and a description of the issue. Support will confirm eligibility and provide the return or replacement instructions. Do not ship a product back without those instructions.

For non-quality returns accepted by the sales channel or required by law, support will explain the applicable return-shipping and handling terms before you return the item. We aim to respond within 2–3 business days.

The self-service cancellation process above applies to purchases made on getpulsar.io. Purchases through Kickstarter, marketplaces or other authorized sellers must follow the applicable channel’s request process and terms. Contact us if you are unsure where to start.

Repeated cancellations may require support review before another purchase can proceed. This does not remove your cancellation or refund rights for existing orders.

This policy does not limit any non-waivable consumer rights under applicable law. Existing purchases remain subject to the commitments applicable when they were made.