REFUND & RETURNS POLICY

Refund & Returns Policy

1. Scope of This Policy

This Refund & Returns Policy applies to all purchases made on https://we-are-pulse.com, including both merchandise products and event tickets sold by Pulse Lab LTD.

2. Merchandise Returns

  • You have 14 days from the date of delivery to request a return for merchandise items.
  • Items must be returned unused, unworn, unwashed, and in their original condition and packaging.
  • Returns are accepted only if the item is defective or not as described.
  • Return shipping costs are the responsibility of the customer, unless the item is defective.

3. How to Request a Merchandise Return

  • Contact us at contact@we-are-pulse.com with your order number and the reason for the return.
  • You will receive instructions and a return address.
  • Once the returned item is received and inspected, you will be notified by email.

4. Merchandise Refunds

  • If the return is approved, a refund will be issued to the original payment method.
  • Refunds are processed within 14 days after the returned item has been received.
  • Original shipping fees are non-refundable.

5. Non-Returnable Merchandise

  • Items that show signs of use, wear, washing, or damage.
  • Items returned more than 14 days after delivery.

6. Damaged or Defective Merchandise

If you receive a damaged or defective merchandise item, please contact us within 48 hours of delivery at contact@we-are-pulse.com, including clear photos of the issue.

Where applicable, we will offer a replacement or a full refund, including shipping costs.

7. Event Tickets – No Refund Policy

All event tickets sold by Pulse Lab LTD are final and non-refundable.

By purchasing an event ticket, you acknowledge and agree that tickets cannot be refunded, cancelled, or exchanged under any circumstances, except where required by applicable law.

This includes, but is not limited to, changes in personal circumstances, scheduling conflicts, travel issues, or inability to attend the event.

8. Event Cancellation or Changes

In the event that an event is cancelled by Pulse Lab LTD, ticket holders will be informed of the applicable options in accordance with legal requirements.

If an event is postponed or rescheduled, tickets will generally remain valid for the new date unless otherwise stated.

9. Ticket Protection (Optional Service)

During checkout, customers may choose to purchase an optional ticket protection service for €1.50 per ticket.

Ticket protection is an optional service and does not make event tickets refundable by default.

When ticket protection is purchased, a refund may be considered only in specific and documented situations, including but not limited to:

  • Serious illness or injury preventing attendance (medical documentation required)
  • Unforeseen travel disruption directly preventing arrival at the event
  • Other exceptional circumstances assessed on a case-by-case basis

Refund requests under ticket protection must be submitted in writing to contact@we-are-pulse.com, together with supporting documentation, no later than 7 days after the event date.

Pulse Lab LTD reserves the sole right to approve or deny refund requests based on the information provided.

The ticket protection fee (€1.50 per ticket) is non-refundable under all circumstances.

Situations such as change of plans, personal preference, scheduling conflicts, or failure to attend without valid justification are not covered.

10. Exchanges

Merchandise exchanges are handled as a return followed by a new purchase. Please contact us at contact@we-are-pulse.com for assistance.

11. Contact

If you have any questions regarding returns, refunds, event tickets, or ticket protection, please contact us:

  • Email: contact@we-are-pulse.com
  • Phone: +356 7767 3453