Refund policy

Refund & Warranty Policy

We comply with Australian Consumer Law. Please read the following carefully before purchasing.

1. Warranty Coverage

We offer a 6 month limited warranty from the date of delivery. This warranty covers faulty or malfunctioning products only.

1.1 What is Covered:

• Manufacturing defects or product malfunctions under normal usage conditions.

• Items that arrive damaged or non-functional.

1.2 What is Not Covered:

• Damage due to improper use, negligence, or unauthorized repairs.

• Wear and tear from regular use.

• Blunt or rusted blades from regular sharpening or exposure to moisture.

• Cosmetic imperfections such as scratches, dents, or discolouration.

2. Warranty Claim Process

To file a claim for a faulty or malfunctioning item:

1. Email help@pendulumpmu.com within 6 months of receiving your order.

2. Include your proof of purchase, a description of the issue, and clear photo or video evidence showing the fault.

3. If the issue is verified and covered, we will provide instructions for returning the item.

4. If the item is deemed non-repairable, we will issue a replacement, or if that is not available, a store credit.

3. Returns Policy

We do not offer refunds for:

• Change of mind

• Cases where the product is functioning correctly but does not meet personal expectations or is perceived as ineffective.

  In these situations, we strongly recommend watching the in-depth tutorial via the QR code on the packaging, or contacting us at help@pendulumpmu.com for guidance on correct use.

Refunds or exchanges are only available for products that are faulty or damaged upon arrival, or that malfunction within 6 months of use.

3.1 Non-Returnable Items:

Due to the nature of our products being used in preparation for permanent makeup application, the following items are strictly non-returnable and non-refundable for hygiene and safety reasons:

• Pendulum PMU Pencil Sharpener

• Definitude Pencils

• Any item that has been opened or used

• Items marked as final sale

• Gift cards

4. Return Process (for Approved Returns Only):

1. Contact help@pendulumpmu.com to initiate your return request. Include a description of the issue along with photo evidence. 

2. If approved, we will issue a return authorization number and return instructions.

3. Once the returned item is inspected and approved, we will issue a replacement or store credit.

Note: Refunds will only be issued in cases of verified faults and will be processed to the original payment method. Shipping costs are non-refundable.

5. Return Shipping Costs

Customers are responsible for return shipping costs unless:

• The item is confirmed faulty or damaged

• There has been an error in your order

6. Contact Us

For questions, support, or help using your Pendulum product, please reach out to help@pendulumpmu.com. We’re here to guide you.