We believe that you will be pleased with your purchase from PULUZ. However, there might be chances when you need to return items to us. So what can we do when we meet this situation? Let us check below.
Items Damaged in Transit
If items were visibly damaged on receipt, we kindly ask you to support us by accepting the parcel and contacting us within 7 working days, as well as providing us with the proof as following:
1. Photos of the front and back sides of the packaging box
2. Photo, video, screenshot of the defective item
3. Photo, video, screenshot of the defect or defective area
Our sales manager will communicate with you for further information.
Items Faulty on Arrival
If your items are faulty on arrival, you have 7 working days in which you could inform us of the fault. You can show us pictures, videos, or screenshot of the wrong items you get. After talking with your sales manager, you can return back in their original packages, all accessories and documents should be included. After verification of the fault, we'll issue a replacement or full refund to you via your original payment account or your PULUZ balance account. However, if a returned item is found no fault by our technicians we will resend the item to you. In this case, you will be responsible for the return freight cost.
Repair Policy in Warranty Period
If any of your purchases is defective, and it's no more than 1 year since receipt, you are entitled to a warranty repair, please kindly provide us with proof as below: pictures, videos to show the product now is defective. After we receive these information, you can send back for repairing.
Before sending back, please note:
Keep in mind that it's your responsibility to record and erase all info (e.g. video, images, etc.) from any items you return to us. PULUZ is not responsible for any personal info left on any items and will not guarantee that personal info left on the items will be erased. Details Repair Policy as below chart.
Type of repair
Applicable charges (Buyer)
What to do
Repairable situation(warranty repairment)
Return shipping fees
Return your defective items, free of damage and in its original condition,
please return the items to below address :
Yuanling Street, Futian
1.DOA (Dead on Arrival) Item
3.Incorrect Item Received
Return and reship fees
The PULUZ Shop will send your items for repairing and will provide you with an estimate for additional costs when repairing
2.Expired warranty or issues not covered by the Manufacturer’s Warranty.
Warped internal components Man-made damage, such as irregular operation
Please email below details to your sales manager's email address Service@puluz.com after you send the defective items:
1. Tracking number
2. Returning back Product list
3. Fault details for each item
4. Original Order number in PULUZ for each item
Thanks for your cooperation.