Refund policy

Effective from 1 October 2026

1. 14-day right of withdrawal

If you are a consumer, you may withdraw from the contract for the products you ordered within 14 days without giving any reason. The period runs from the day on which you, or a third party other than the carrier indicated by you, take possession of the product – or, for multiple items, of the last item. You may also withdraw between the conclusion of the contract and receipt of the product.

2. How to withdraw

You can notify us of your withdrawal in any of the following ways:

  • online, using the withdrawal function in the Shop (the "Withdraw from contract" button), which is available throughout the withdrawal period; after sending it, you receive an immediate confirmation by email;
  • by email to hello@pulowear.com;
  • by post, using the model form in Annex 2 or any other clear statement.

The withdrawal deadline is met if you send your withdrawal statement before it expires.

3. Exceptions to the right of withdrawal

The right of withdrawal does not apply in the cases set out by law, in particular to:

  • products that are not prefabricated and are made according to your instructions or at your express request, or that are clearly personalised for you (for example an individual product with a name);
  • sealed products which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery.

4. Returning the product

If you withdraw, please send the product back without undue delay and at the latest within 14 days of notifying us of your withdrawal, to the address in the annex. The deadline is met if you send the product within 14 days.

We recommend returning the product by courier. We do not accept parcels returned cash on delivery.

You bear the direct cost of returning the product. For faulty or incorrectly delivered products, we bear the cost of return.

5. Refund

Within 14 days of your withdrawal, we will refund the full amount you paid, including the delivery cost (up to the cost of the cheapest delivery method offered).

We refund using the same payment method you used: for card, Shop Pay, Apple Pay or Google Pay payments, to the card; for cash on delivery, by bank transfer to the bank account you provide, in the currency set out in the annex. You will not incur any fees as a result of the refund.

At your express request, we can also refund you with a voucher for use in the Shop; we only issue a voucher with your prior express consent.

We may withhold the refund until we have received the product or until you have supplied proof of having sent it back, whichever is earlier.

You are only liable for any diminished value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning (for example, trying it on). We may deduct an amount corresponding to the diminished value from the refund.

6. 30-day money-back guarantee

In addition to the statutory 14-day right of withdrawal, we offer a voluntary 30-day money-back guarantee on all products. Within 30 days of receipt, you may return the product without giving any reason and receive a refund of the purchase price. The procedure and costs are the same as for withdrawal. The guarantee does not apply to products that are damaged, soiled or have diminished value due to use beyond trying on, and it does not limit your statutory rights.

7. Faulty products

If a product is faulty, you can assert your rights under Section 9 of the General Terms and Conditions; in that case, the Seller bears the cost of the return and of delivering the replacement. Please email us at hello@pulowear.com with your order number, a description of the fault and, if possible, a photo.

This policy forms an integral part of the General Terms and Conditions and enters into force on 1 October 2026.

Annex 1 – Annex for pulowear.com

  • Shop: pulowear.com
  • Return address: EMERZY Group Kft. (PulóWear), 2371 Dabas, Szent János út 347., Hungary
  • Contact: hello@pulowear.com, +36 30 609 1780
  • Refund currency: euro (EUR)
  • Refunds for cash on delivery: by bank transfer to the bank account (IBAN) provided by the buyer, in EUR

Annex 2 – Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: EMERZY Group Kft. (PulóWear), 2371 Dabas, Szent János út 347., Hungary; email: hello@pulowear.com

I hereby give notice that I withdraw from my contract for the sale of the following goods:

  • Product: ……………………………………
  • Order number: ……………………………………
  • Contract concluded on / received on: ……………………………………
  • Name of consumer: ……………………………………
  • Address of consumer: ……………………………………
  • Bank account (IBAN) – only for cash on delivery: ……………………………………
  • Signature of consumer (only if this form is notified on paper): ……………………………………
  • Date: ……………………………………