Refund policy

Last updated 13 October 2026

This policy covers returns, exchanges, refunds and warranty claims. Delivery times, shipping costs and parcels that go missing on the way to you are covered by our shipping policy.

Returns and exchanges

You have 30 days from delivery to return or exchange your order. Start your return at returns.pulsedanceshoes.com using your order number and email address.

Condition

Your shoes must be new, undamaged and resellable, with all labels, inserts and packaging.

Exchanges

Exchanges for a different size or style are free. If you change style, your original discount carries over to the new style. If the new style costs less, we refund the difference.

Return costs in the United States, the United Kingdom, Canada and Australia

The first pair you return for a refund from each order is free. For each additional pair, a return label charge is deducted from your refund. The charge is $10 in the United States, £8 in the United Kingdom, $15 CAD in Canada and $15 AUD in Australia.

Return costs in New Zealand

Exchanges are free, and we send you a return label. If you return a pair for a refund, $32 NZD is deducted from your refund for the return label.

Return costs in Singapore

For an exchange, we arrange a courier to collect your parcel for $10 SGD. For a refund, you post your shoes back at your own cost.

Return costs everywhere else

You arrange and pay for the return postage.

Clearance

Exchanges on clearance shoes are free. If you return clearance shoes for a refund, your country's return label charge is deducted from your refund, even if it is your first return.

Faulty, wrong or damaged items

If your shoes are faulty, we sent you the wrong item, or they arrived damaged, your return is free.

Posting your return

In the United States, the United Kingdom, Canada and New Zealand, we email you a prepaid return label. In Australia, you post your return for free using our Reply Paid label, then enter the tracking number from your post office receipt on your return page. Everywhere else, enter your tracking number on your return page by the date shown. If you don't, the return is cancelled.

Cancelling a return

You can cancel your return from your return page until you post it.

Refunds

We refund your original payment method once we have checked your return. Express shipping fees are not refunded.

Final sale items

An item marked final sale can't be returned or exchanged, unless it is faulty, wrong or damaged.

If you live in the United Kingdom or the European Union, your 14-day right to cancel still applies to final sale items.

Final sale is not the same as clearance. Clearance shoes can be exchanged for free, or returned for a refund less your country's return label charge. Final sale items can't be returned or exchanged.

This does not affect any rights that cannot legally be excluded where an item is faulty.

Pre-orders

A pre-order is paid in full at checkout. You can cancel at any time before it ships and we will refund you in full. Once your pre-order is delivered, the 30 day terms above apply as they do to any other order.

Warranty claims for worn items

Items that have been worn may be submitted for assessment where a manufacturing defect is suspected. To assess a warranty claim, we may ask for:

  • Proof of purchase.
  • Clear photographs or videos of the item and the reported issue.
  • Information about how and where the item was used.
  • A description of when the issue was first noticed.

We may also need the item returned for physical inspection before we decide the outcome of the claim.

If a manufacturing defect is confirmed after the item has been worn, Pulse Dance Shoes provides a replacement of the same product. If the same product is unavailable, we may provide an equivalent replacement of comparable value.

A refund is not provided where the issue can be resolved through replacement, except where a refund or another remedy is required under applicable consumer law.

Warranty coverage does not apply to:

  • Normal wear and tear.
  • Cosmetic marks, scuffs or damage caused through use.
  • Misuse, accidental damage or use on unsuitable surfaces.
  • Improper cleaning, care, drying or storage.
  • Alteration, modification or unauthorized repair.
  • Changes in cushioning, support or appearance resulting from normal use.
  • Fit, comfort or discomfort where no manufacturing defect is identified.

If the evidence provided does not indicate a manufacturing defect, you may be asked to cover the cost of returning the item for inspection.

If a manufacturing defect is confirmed, reasonable return shipping costs are reimbursed where applicable. If no manufacturing defect is found, the claim is declined and you may be responsible for the cost of having the item returned to you.

If a return arrives in a different condition

If a return is approved on photographs showing the item undamaged and in new, resellable condition, but the item arrives damaged or in a different condition:

  • We reserve the right to deny the refund or exchange.
  • A partial refund may be issued where appropriate.
  • If the damage was not caused during return shipping, the item may be sent back to you at your cost.
  • We contact you with photographic evidence and details before proceeding.

How long returns, exchanges and refunds take

  • Return, exchange and warranty requests are generally reviewed within 24 hours, Monday to Friday.
  • Approved refunds and exchanges are generally processed within 36 hours of your return arriving.
  • Refunds are issued to the original payment method.
  • Allow up to 10 business days for your bank or payment provider to process the refund.
  • Warranty assessments can take longer where extra evidence or a physical inspection is needed.

Items we cannot take back

  • Gift cards cannot be returned or refunded.
  • This does not affect any rights that cannot legally be excluded where an item is faulty.

Stolen or missing packages

Once the courier marks an order as delivered and valid proof of delivery has been provided, responsibility for the package passes to you, except where applicable law requires otherwise.

  • Pulse Dance Shoes is not responsible for packages stolen or lost after confirmed delivery.
  • We do not provide refunds, replacements or store credit for orders reported as stolen after delivery has been confirmed, unless applicable law requires it.
  • Loss or theft after confirmed delivery is outside the control of Pulse Dance Shoes.

We strongly recommend selecting Shipping Protection at checkout. If you bought Shipping Protection, you can submit a claim through the Shipping Protection provider.

Without Shipping Protection, we may be unable to offer a refund, a replacement or store credit for a package reported as stolen after confirmed delivery.

European Union cooling off period

If your order is delivered to a country in the European Union, you may have the right to cancel or return it within 14 days of delivery without giving a reason.

To qualify, the product must be undamaged, in new, resellable condition and returned with its original tags, packaging and proof of purchase.

This cooling off right is separate from any rights relating to faulty or defective products.

Your consumer rights

This policy operates in addition to any consumer rights and remedies that cannot legally be excluded, restricted or modified under the laws applicable to your purchase.

  • Australia: our products come with guarantees that cannot be excluded under the Australian Consumer Law. The remedy available may depend on whether the product failure is major or minor.
  • United Kingdom: nothing in this policy limits your rights under the Consumer Rights Act 2015, including any applicable rights relating to repair, replacement, price reduction or rejection of faulty goods.
  • Canada: consumer rights may vary by province or territory. Nothing in this policy excludes any mandatory warranties, guarantees or remedies available under applicable provincial or territorial law.
  • United States: consumer rights may vary by state. Nothing in this policy excludes any rights or remedies that cannot legally be limited under applicable federal or state law.
  • All other countries: nothing in this policy excludes or limits any rights or remedies that cannot legally be excluded under the laws applicable to your purchase.

Questions about a return

Email support@pulsedanceshoes.com with any question about returns, exchanges, refunds or warranty claims.