Refund policy
What this page covers
This page summarises refunds for the PULSE network. Where a channel has its own policy, that policy applies.
P:TTERN shop orders on pttern.com follow the P:TTERN refund policy.
Direct PULSE shipments we fulfil follow the same hygiene and refund rules below.
Consults, treatments, and credit packages are clinical services. Email [email protected]. Each request is reviewed case by case.
Not covered
- Products bought in a PULSE clinic.
- Guardian shelf purchases. Ask the store, or see our store list. Guardian stores →
- Shopee and other marketplaces. Use that retailer's own returns flow.
No returns or exchanges
P:TTERN products are formulated and prepared with safety and quality in mind. For hygiene and safety, all shop sales are final once an order has shipped or been delivered.
We do not accept returns or exchanges on opened or unopened products, used or unused items, or change-of-mind purchases.
When a refund may be considered
Refunds are reviewed case by case and are not guaranteed. We may consider a refund when an order arrives damaged or defective, or when we sent the wrong item because of a fulfilment error.
Contact us within 7 days of receiving the order at the delivery address on your order.
Consults, treatments, and credit packages
Consults, treatments, and credit packages are clinical services, not shop orders. They are not covered by the P:TTERN product refund policy.
Email [email protected] with your name, clinic, and what you are asking us to review. Each request is considered case by case. A reply is not a guarantee of a refund.
Clinic fees are listed on our charges page.
How to request a refund
Email with your order number, a brief description of the issue, and clear photos of the product and packaging when damage or defect is involved. We review requests and reply as soon as we can.
After approval
If a refund is approved, it goes back to your original payment method. The amount refunded may reflect any discount applied at checkout and any collection cost we incur on direct PULSE shipments we fulfil.
Processing times vary depending on your bank or payment provider. Card refunds often show in 5–10 business days after approval. That timing is typical, not a guarantee.
When we will not refund
We will not issue a refund when a request sits outside this policy.
- Change of mind.
- Individual response or sensitivity to a product.
- Improper storage or use of the product.
- An order placed incorrectly by the customer.
- Past the 7-day window from delivery.
- Opened items, unless they were damaged or defective in transit.
- Missing parts or incomplete sets.
