Refund policy

Refund & Store Credit Policy

Last updated: July 2, 2026

This Refund & Store Credit Policy ("Policy") is issued by LUPOHMIGNS KFT ("Pullz," "we," "us," "our"), a limited liability company registered in Hungary, with its registered office at 1204 Budapest, Mártirok útja 290, Hungary (EU VAT No. HU27450037). Pullz operates the online store at Pullz.

By creating an account, purchasing Store Credits, or placing a product order on Pullz, you confirm that you have read, understood, and agreed to this Policy. This Policy forms part of our Terms of Service.

1. How Transactions Work on Pullz

Pullz operates exclusively through a Store Credit wallet system. All product purchases are settled using Store Credits (each credit equal to USD $1.00) held in your account wallet. No credit card, debit card, bank transfer, or other direct payment method is accepted at the point of product checkout. Purchases on Pullz therefore involve two distinct and separate transactions:

Credit Top-Up: You purchase Store Credits using a valid credit or debit card, processed by Stripe. This transaction adds credits to your wallet.
Product Purchase: You spend Store Credits from your wallet to purchase products. No further card or monetary payment occurs at this stage.

The terms governing each transaction type are set out separately below.

2. Store Credit Top-Ups — No Refunds

2.1 All Credit Purchases Are Final

Store Credit purchases are non-refundable, non-exchangeable for cash, and non-transferable under all circumstances. Once a credit top-up payment has been processed by Stripe and the corresponding credits have been added to your wallet, no refund to your original payment method will be issued — regardless of whether the credits have been spent.

2.2 No Cash Value

Store Credits (1 credit = USD $1.00) are a limited digital medium of exchange valid exclusively on Pullz for the purchase of listed products. Store Credits are not money, are not a regulated financial instrument, and carry no redemption value outside the Pullz platform.

2.3 Sources of Store Credits

Store Credits may be added to your wallet through three means, each subject to this Policy:

Purchased Credits: Credits bought directly with a credit or debit card via Stripe.
Reward & Loyalty Credits: Credits earned through eligible activities, referral programs, or promotional mechanics as described in the applicable program terms.
Granted Credits: Credits issued by Pullz at its sole discretion as a goodwill gesture, promotional benefit, or administrative correction.

Regardless of source, all Store Credits are subject to the same expiry rules and non-refundability terms stated in this Policy.

2.4 Credit Expiry

All Store Credits — whether purchased, earned, or granted — expire 12 months from the date of issuance of each individual credit batch. "Date of issuance" means the calendar date on which that specific credit batch was added to your wallet. Credits from different transactions may carry different expiry dates. Expired credits are permanently and irrevocably forfeited without entitlement to replacement, reinstatement, or compensation of any kind.

Pullz may, at its discretion and on a best-effort basis, send expiry reminder notifications to the email address registered on your account. Such reminders are a courtesy only. The absence of a reminder does not give rise to any right or claim. You are solely responsible for monitoring your credit balance and expiry dates.

2.5 No Chargebacks

By purchasing Store Credits, you expressly waive any right to initiate a chargeback, payment dispute, or reversal with your card issuer, bank, or Stripe in relation to that credit purchase. If you initiate a chargeback or dispute on a credit top-up transaction, Pullz reserves the right to immediately and without prior notice:

Cancel the Store Credits corresponding to the disputed amount from your wallet;
Suspend or permanently terminate your account; and
Pursue recovery of the disputed amount through any available legal means.

2.6 Fraud, Errors, and Unauthorized Transactions

If you believe a credit top-up was processed in error or without your authorization, contact us at support@pullz.ai immediately. We will investigate and respond within a reasonable time. Pullz is not liable for credit purchases made through your account by a third party where such access resulted from your failure to safeguard your account credentials.

3. Product Purchases — All Sales Final

3.1 No Returns or Exchanges

All product orders placed on Pullz are final sale. We do not accept returns, exchanges, or post-order cancellations for any reason. Because product purchases are settled using Store Credits rather than direct card payment, there is no monetary refund pathway for product transactions. Please review your order carefully — including size, color, and quantity — before confirming.

3.2 Credits Used for a Completed Order

Store Credits deducted from your wallet upon order confirmation are consumed at the time of purchase. They will not be returned to your wallet unless a specific exception applies (see Sections 4 and 5 below).

4. Damaged, Defective, or Incorrect Items

4.1 Eligibility

We take quality seriously. If your order arrives in any of the following conditions, you may be eligible for a remedy under this Section:

The item is materially damaged (not caused by the carrier after delivery);
The item has a manufacturing defect that was present at the time of shipment; or
The item received is substantially different from the item described or shown on the product listing (e.g., wrong product, wrong size).

Normal variations in color due to screen calibration, minor cosmetic blemishes that do not affect function, or dissatisfaction with a product's appearance or feel do not qualify under this Section.

4.2 How to Submit a Claim

Claims must be submitted to support@pullz.ai within 7 calendar days of the confirmed delivery date as shown in the carrier's tracking system. Your email must include:

Your order number;
Clear photographs of the affected item(s) showing the damage or defect;
Photographs of the outer packaging as received; and
A written description of the issue.

Claims submitted after 7 calendar days, or without the required documentation, will not be accepted regardless of the circumstances.

4.3 Remedy

Upon review and approval of a valid claim, you may choose one of the following remedies:

Replacement: We will dispatch a replacement item of the same type, subject to availability; or
Store Credit: We will issue Store Credits to your wallet equal to the credit value of the affected item(s).

Your chosen remedy will be processed within 5 business days of claim approval. No monetary refund is issued under any circumstances. If a replacement is chosen but the item is out of stock, Store Credits will be issued instead.

5. Lost, Undelivered, and Returned Packages

5.1 Delivered by Carrier

Once a carrier marks a package as delivered, Pullz's delivery obligation is fulfilled. Pullz is not responsible for packages that are lost, stolen, or misplaced after confirmed delivery. If your tracking shows delivery but you have not received your package, please first check with other household members, building management, and neighbors, and contact your local carrier branch directly.

5.2 Lost in Transit

If your tracking shows no movement for an extended period and the package appears lost in transit (not delivered), contact us at support@pullz.ai within 7 calendar days of the expected delivery date. We will assist in opening a carrier investigation. Pullz will only provide a remedy (replacement or Store Credits, at our discretion) after the carrier has officially confirmed the package as lost.

5.3 Returned to Sender

If a package is returned to Pullz as undeliverable (e.g., incorrect address, unclaimed, refused delivery), we will contact you by email. You may choose to:

Have the order re-shipped to a corrected address — re-shipping costs will be deducted from your Store Credit wallet; or
Receive Store Credits equal to the product cost of the returned items only (original shipping costs, if any, are non-refundable).

If you do not respond within 14 calendar days of our notification, the returned items will be forfeited and no remedy will be provided.

5.4 Incorrect Address

You are solely responsible for providing an accurate and complete shipping address at checkout. Pullz is not liable for non-delivery or loss resulting from an address error. Re-shipping costs in such cases are your responsibility.

6. Order Cancellation by Pullz

Pullz reserves the right to cancel any order at any time for reasons including but not limited to stock unavailability, pricing errors, suspected fraud, or violation of our Terms of Service. If we cancel an order, the Store Credits used will be returned to your wallet within 5 business days. No additional compensation will be provided.

7. Taxes

You are solely responsible for any taxes, duties, or similar obligations that may arise in your jurisdiction in connection with your purchase of Store Credits or products. Pullz does not provide tax advice and is not responsible for determining or remitting any taxes on your behalf.