Updated May 2026.
1. Overview
1.1 At Pulcra Pty Ltd ACN 688 313 498, (Pulcra, we, use, or our) we strive to ensure your satisfaction with every purchase. This Returns Policy outlines your rights and obligations when requesting a return, exchange, or refund for products purchased through our website, www.pulcra.com.au
1.2 Pulcra reserves the right to modify this Returns Policy at any time. Please review the policy each time you make a purchase.
2. Eligibility of returns
2.1 We accept returns only where required by law or where we determine, at our sole discretion, that a return is warranted. We do not accept returns for:
(a) Change of mind;
(b) Incorrect selection;
(c) Disliking the look, feel, or features of the product;
(d) Promotional samples; and
(e) Any other reason we deem inappropriate.
2.2 To be eligible for a return, your item must:
(a) Be unused and in its original packaging;
(b) Be returned within 14 days of delivery; and
(c) Include proof of purchase.
3. Damaged or faulty items
3.1 If your product arrives damaged, defective, or is otherwise not as described, please contact us within seven (7) days of delivery. You must provide:
(a) Your order number;
(b) A description of the issue; and
(c) Clear photographic evidence of the issue, defect or damage.
3.2 We will assess the issue at our sole discretion and, may offer to:
(a) Replace the item;
(b) Provide store credit; or
(c) Issue a full or partial refund (excluding shipping).
3.3 We reserve the right to request that the faulty item be returned before replacement or refund is issued
4. Exchanges and store credit
4.1 We are not obligated to offer exchanges or store credit unless required by law. However, we may choose to offer one of the following at our sole discretion:
(a) Exchange for the same or similar product; or
(b) Store credit equal to the value of the product (excluding shipping).
4.2 To be eligible, the item must be:
(a) Unused, in original packaging;
(b) Returned within 14 days of delivery; and
(c) Approved by our customer support team.
4.3 Store credits are valid for 12 months from date of issue and are not transferable or redeemable for cash
5. How to request a return
5.1 To initiate a return, email us at support@pulcra.com.au with:
(a) Your full name and contact information;
(b) Your order number;
(c) The product(s) in question;
(d) The reason for your request; and
(e) Supporting evidence (if applicable).
5.2 Once we have reviewed your request, we will contact you with further instructions. A return address will be provided once your request is approved.
6. Shipping costs for returns
6.1 If your return is required by law, we will cover reasonable shipping costs.
6.2 If your return is discretionary, you are responsible for all return shipping costs.
6.3 We recommend using a tracked service as we are not responsible for items lost or damaged in transit.
6.4 Original delivery fees are non-refundable, except where required by law.
7. Refunds (if applicable)
7.1 If your return is approved, it will be processed back to your original payment method. Please allow up to 10 business days for the refund to appear in your account, depending on your bank or payment provider.
7.2 Please note we do not refund delivery costs unless the item was defective or the return is required by law.
7.3 We do not accept returns or issue refunds for:
(a) Promotional or sample products;
(b) Products that have been used, altered, or damaged after delivery; or
(c) Products not purchased through our website.
8. Consumer Rights
Nothing in this policy limits your rights under the Australian Consumer Law, including your right to a remedy if a product is faulty, unsafe or does not match its description.
9. Questions
For all return-related enquiries, contact us at: support@pulcra.com.au
