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. To maintain high standards and quality control, some manufacturers prefer to manage warranty issues directly and assess the issue. 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 change your mind about your purchase within 30 days, Pulp Addiction is happy to offer a refund or exchange, provided that:
- The item is returned within 30 days of purchase;
- Proof of purchase is provided; and
- The item is in resaleable condition, including:
- It is in its original packaging with all instruction manuals and accessories;
- It is unused, undamaged, and in its original condition;
- Any sealed packaging (e.g. box or plastic wrap) remains unopened; and
- Fountain pens have not been inked or dip tested.
In these cases, the customer is responsible for the cost of returning the item to Pulp Addiction.
If you are unable to provide satisfactory proof of purchase, Pulp Addiction may, at its discretion, offer an exchange to the current value of the item or issue a store credit, provided that:
- The item is in resaleable condition, including:
- It has all original tags and labels attached;
- It is in its original packaging with all instruction manuals and accessories;
- It is unused, undamaged, and in its original condition;
- Any sealed packaging (e.g. box or plastic wrap) remains unopened; and
- Fountain pens have not been inked or dip tested.
- We can verify that the item was originally purchased from Pulp Addiction;
- The item is not listed as a Special Exception (see below); and
- Satisfactory identification is provided at the time of return.
Exchange
If you choose to proceed with an exchange, the replacement item will be dispatched only after your return has been received and processed at our warehouse. A full-price shipping fee will apply for the redelivery, based on your selected delivery method.
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/special order item is 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. The return assessment is either done at our warehouse or the manufacturer. 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 90 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.
Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.