REFUND POLICY
Returns + Refunds
At Pulse and Glow, we take pride in creating high-quality products. All of our items are custom-made or handcrafted, so please read our policy carefully before placing an order.
By purchasing from our store, you agree to the terms outlined below.
Because custom neon signs and some cheesboards are made to order, we do not accept returns, exchanges, or refunds for:
- Change of mind
- Incorrect sizing chosen by the customer
- Incorrect spelling or design submitted by the customer
- Colour choices selected by the customer
- Design approval errors
Please double-check all spelling, colours, and sizing before completing your order.
There may be slight variations in colour for our neon signs (as every screen may display colours differently) and difference in timber colour/grain/knots in our cheeseboards as they are a natural product. This is not considered a fault in the timber, just a reflection of its natural beauty. Engraving colour may also vary from piece to piece due to varying grain.
A refund may be issued if a product is confirmed to be faulty. All claims will require investigation and supporting evidence. Pulse and Glow reserves the right to offer a repair or replacement before issuing a refund. If a refund is approved, it will be processed using the original payment method used at the time of purchase.
Breakages & Handling
We package all orders carefully; however, we rely on courier services to handle parcels with care. If your item arrives damaged, please take clear photos of the damage and contact us immediately so we can assist.
We cannot take responsibility for breakages once items have been unpacked or due to handling after delivery. Some products, particularly mirror acrylic items, are very fragile and require careful handling.
Acrylic should always be supported with two hands. Do not lift or hold items by one end, as this places stress on joins and can cause breakage. Acrylic can also scratch easily, so avoid harsh cloths or abrasive materials.
Where acrylic lettering is adhered to timber or acrylic backing, we use laser-safe, industrial-strength double-sided tape. While very strong, it can only withstand limited stress, so please take extra care with small details such as dots on letters like “i” and “j”.
If you have any concerns or questions, please don’t hesitate to get in touch, we’re always happy to help.
Feel free to contact us at: pulseandglowofficial@gmail.com