Refund policy

We offer a 30-day return policy. You may request a return within 30 days of receiving your item. All returns must be approved by the Pulio US Customer Service Team and are only accepted if the product is confirmed to be defective after our internal inspection. Opened products that are not defective cannot be returned for any reason, including discomfort or personal preference, etc.

We strictly handle returns and customer service inquiries only for purchases made directly through Pulio.us. We regret to inform you that we are unable to respond to any inquiries related to orders placed through other services or platforms.

To verify your purchase, you must provide your original 4-digit order number (e.g., #1234). Returns cannot be processed without this information.

Return Address
2517 Rosecrans Ave, UNIT A (Hanjin), Los Angeles, CA 90059

Shipping Issues

For any questions regarding the delivery status of your order, we recommend contacting the shipping carrier directly. This is the most accurate and efficient way to resolve any shipping-related concerns.
Please note that our system automatically processes and ships your order once it has been placed. After dispatch, all delivery operations are managed by the shipping carrier, and they are best equipped to assist you with tracking, delays, or delivery issues.

You can reach out to the carriers using the links below.

• DHL Claims Support

• UPS Claims Support 

• USPS Claims Support

  

Return Label Policy

Prepaid return shipping labels are only issued for defective products.

Other than that, if the product has been opened, a return label will not be provided.

Return & Refund Conditions

For defective products
If a product is confirmed to be defective after internal review, it is eligible for a full return/refund, including the original shipping fee.

 

Warranty 

If a product is confirmed to be defective, one (1) exchange will be provided per product. Multiple exchanges for the same product are not supported under this policy. Defect determination is subject to Pulio’s inspection and internal quality standards.

Defective items reported within the 100-day warranty period are eligible for a free exchange instead of a refund.
For defects or issues reported after the 100-day warranty period, please contact our Customer Service Team for further assistance.

 

For non-defective products

Products that have been opened and are not defective cannot be returned/refunded under any circumstances. If the item is unopened, unused, and in its original condition, it may be returned/refunded, but only the product cost will be returned/refunded. Shipping fees are non-refundable.

Return & Refund Process

For defective products
Once your return is approved, we will provide you with a prepaid return/refund shipping label. After the product is returned/refunded to our warehouse and passes final inspection, we will issue your return/refund. Documentation (video) showing the defect is required before approval.

For confirmed non-defective products
If the product is not defective, you must arrange your own return/refund shipment to our warehouse. Please provide us with the tracking number and courier information after dispatch. Once we confirm the item’s arrival and that it is unopened and in its original condition, we will process your return/refund for the product cost only. Shipping charges will not be refunded.

Return address
2517 Rosecrans Ave, UNIT A (Hanjin), Los Angeles, CA 90059

Incorrect Items

Please inspect your order upon delivery. Contact us immediately if the item is incorrect. We will review the issue and assist you accordingly.

Non-Returnable Items

Certain items are not eligible for return, including:

• Perishable goods (e.g., food, flowers, plants)

• Custom or personalized items

• Personal care products (e.g., beauty goods)

• Hazardous materials, flammable liquids, or gases

• Sale items and gift cards

If you're unsure whether your item is eligible, please contact us before sending it back.

Exchanges Are Not Accepted

We do not offer exchanges under any circumstances. If you wish to receive a different item, please place a new order separately after the return is approved.

Refund Timeline

Once we receive and inspect your return, we will notify you whether the refund has been approved. If approved, the refund will be issued to your original payment method within 10 business days after we confirm that your package has arrived and verified as defective. Please note that your bank or credit card company may require additional time to process the refund. If more than 15 business days have passed since we approved your refund, please contact us at pulio_us@pulio365.com.

Contact Us

Still have questions? Feel free to email us at pulio_us@pulio365.com. We’re happy to assist you.