Frequently Asked Questions

Delivery

United Kingdom: We offer Royal Mail 48 hour Tracked delivery service FREE with all orders. We also offer the option to upgrade to Royal Mail 24 hour Tracked service- simply select this option at the checkout. 

These are both fully tracked services and you will receive a tracking number upon confirmation of dispatch, typically between 4-6pm. 

Expected delivery aim for 48 hour delivery is 2-3 working days, and 24 hour is currently 1-2 working days, excluding weekends or public holidays. Please note these are aims and are not guaranteed services. If you have any questions about Royal Mail delivery aims, please get in touch with our customer service at support@pulsio.co.uk.

We endeavour to dispatch all orders placed before 12pm the same day,  please note this is not guaranteed.

After 12pm, all orders placed will be dispatched the next working day (Monday-Friday).

Please note that we are unable to ship on weekends or Bank Holidays, due to Royal Mail collections hours. Orders placed over the weekend or on Public Holidays will be dispatched the next working day.

In most circumstances, it’s not possible to make changes to your order once you’ve placed it due to our fast turn around time and 12pm Cut Off every weekday. However, if you do need to change details of your delivery address, remove items from your order or cancel it completely, please contact our team as soon as possible for advice.

We are not responsible for failed delivery to incorrect or invalid addresses. Please ensure all contact and address details are correct at the time of purchase, and get in touch immediately if you notice something is wrong. 

If an invalid, incomplete misspelled or old address is provided, a £4.99 additional fee will be charged to rearrange delivery, this is just to cover the cost of double postage and processing costs.

If your order has not yet been dispatched, you can cancel your order within free of charge. You will be notified via email of your parcel’s dispatch.

Once your order has been dispatched and your order is in transit, it is no longer possible to cancel your order. Get in touch with our customer support team as soon as possible.

Please wait for the item to be delivered, and return unopened to the address provided by our team to be eligible for a refund. Return fees will be incurred by the buyer.

If you would like to ship to an address outside of the UK/ROI please get in touch with our support team and we can discuss possible shipping options that will best fit your needs.

We will always do our best to ship to any address in Europe.

If you need to get in touch, please reach out to our customer support team by email at support@pulsio.co.uk, or on our social media platforms for the fastest response time. We aim to reply to all customer queries within 24 hours. 

We are a UK based company and our team is based in our offices in London. All our stock is dispatched from our hubs in Bristol and Kettering. This includes orders to Ireland/Europe. 

As the UK has now left the EU, orders placed to Ireland are international deliveries that will incur customs/duties charges when they arrive at the border. The Customs and Duties are determined by the receiving country. 

These charges are the responsibility of the buyer and need to be paid to complete delivery to ROI addresses. Your delivery courier will contact you so you can make the payment prior to delivery.

If Royal Mail attempted delivery at your address but there was no answer, a red calling card will be left by them to notify you of your delivery options. Simply head to your tracking page, and update your delivery options to re-arrange delivery at a convenient date, request to leave it with a neighbour, or at a safe place. 

Royal Mail can only deliver to complete and accurate addresses. If the address you have provided us was incomplete, invalid, an old address, or  incorrectly spelled, unfortunately this may mean they cannot match your address on their system and will be unable to deliver your parcel to you. In these cases, Royal Mail will have to return the parcel back to us and charge us a processing fee.

To re-arrange your delivery to a new or corrected address, please get in touch with our customer support team where you will be given a link to purchase a new postage cost and your parcel will be sent out as soon as possible.

Warranty

To have your Pulsio Pro device or a part repaired or replaced under warranty, it must be returned in its entirety to our London address. Please contact support@pulsio.co.uk to begin the process.

This warranty does not apply to damage that Pulsio determines to be from repairs made or attempted by anyone other than Pulsio authorized personnel, misuse, alterations, abuse, normal wear and tear, lack of maintenance, or accidents. For any warranty issues, please email our support team.

Pulsio does not authorise anyone, including, but not limited to, retailers, remote purchasers or the subsequent consumer purchaser of the product from a retailer to obligate Pulsio in any way beyond the terms set forth herein.

This warranty does not cover damage caused by:

 Misuse or abuse, accident, liquids including but not limited to water or lotions, the attachment of any unauthorized accessories, alteration, dismantling or intentional breakage to the product, improper use, unauthorised repairs or modifications, improper use of electrical power supply, loss of power, variation in line voltage, dropped product, malfunction or damage of an operating part from failure to provide manufacturer’s recommended maintenance, transportation damage, theft, neglect, vandalism or environmental conditions, loss of use during the period the product is at the Pulsio repair facility or otherwise awaiting parts or repair or any other conditions whatsoever that are beyond the control of Pulsio.

This warranty provided herein shall be the sole and exclusive warranty. There shall be no other warranties expressed or implied, including any implied warranty of merchantability or fitness, or any other obligation on the part of the company with respect to products covered by this warranty.

Pulsio shall have no liability for any incidental, consequential or special damages. In no event shall this warranty require more than the repair or replacement of any part or parts which are found to be defective within the effective warranty period.

No refunds will be given if replacement parts for defective materials are not available, Pulsio reserves the right to make product substitutions in lieu of repair or replacement.

This warranty does not extend to the purchase of opened, used, repaired, repackaged and/or resealed products, including but not limited to the sale of such products on Internet auction sites and/or sales of such products by surplus or bulk resellers. Any and all warranties or guarantees shall immediately cease and terminate as to any products or parts thereof which are repaired, replaced, altered, dismantled or modified without the prior express and written consent of Pulsio.

This warranty provides you with specific legal rights. You may have additional rights, which may vary from state to state. Because of individual state regulations, some of the above limitations and exclusions may not apply to you.

This warranty is effective for all Pulsio Massage gun products purchased through our pulsio.co.uk website within the timelines covered. Any modifications or adaptation to enable it to operate in any other country are not covered under this warranty.

Details of this warranty are available in your User Manual. Additionally, if you would like to keep an electronic PDF copy of this Warranty, please contact customer services.

If you have experienced a manufacturing defect or fault with your Pulsio Pro, please get in touch with our customer support team providing details of the fault and your order number as proof of purchase. You may be asked to provide an image for clarity.

Manufacturing faults discovered within the first 30 days of purchase will be eligible for Free return and replacement, as part of our 30 Day Money Back guarantee promise. Faults discovered after this period will require the buyer to return their order at their own cost.

Technical

Before using or charging the Pulsio Pro massage gun or Lithium-ion batteries, read all instructions and cautionary markings as listed, also included in your User Manual, and on the battery. 

Do not immerse in water. Keep away from any liquids or heat sources. Keep ventilation ports free from dust and debris.

Do not remove screws or attempt to disassemble or alter the design of the product.

Do not operate continuously for more than one hour. Allow the device to rest for 30 minutes before re-using.

Unplug the charger from device battery after charging or before use.
For adult use only. Do not use if injured. Consult your doctor before using this product.

Use product only according to Instructions. Use attachments and accessories available only on Pulsio website to ensure authenticity.

 
 

We have designed our Pulsio products to ensure they are as safe as possible. This is an advanced mechanical tool with electric components. If the Pulsio Pro and its accessories are not used or maintained properly, there is a risk of fire, electric shock, or injury. When using the Pulsio massage gun, these basic precautions should always be followed including:

For adult use only/adult supervision on children at own risk.

Use only on a dry clean surface of the body over clothing by lightly pressing and moving across the body for approximately 60 seconds per region.

Use the massage device only on the body’s soft tissue as desired without producing pain or discomfort. Do not use it on your head or any hard or bony area of the body.

Use only the applicators that provide the best-desired effect.

Bruising can occur regardless of control setting or pressure applied. Check treated areas frequently and immediately stop at first sign of pain or discomfort.

Keep fingers, hair, or any other body part away from the shaft, and back side of the applicator as pinching may occur.

Do not place any objects into the ventilation holes of the massage device.

Do not immerse in water or allow water to enter the ventilation holes of the massage device.

Do not drop or misuse the massage device.

Only recharge with supplied 24VDC massage device charger.
Carefully examine device and battery before each use.Do not tamper or alter the massage device in any way.
Never leave the massage device operating or charging unattended.

Round head: The all rounder attachment for large muscle groups to give you full body relief.

Bullet head: Ideal for zoning in on localised areas or for targeting a muscle knot. Can also be used in and around joints.
 
Fork head: Targets muscles around the spine and neck, also excellent for equine therapy (use on horses)!
 
Flat head: Excellent for large muscle groups, like thighs, calves and back.
 
Spine head: The attachment of choice for soft tissues, particularly for around joints and organs.
 
Curve head: Allows you to work on muscle knots, delivering pressure deep into the muscle.

Company

We offer payments with all major credit and debit cards, as well as Google Pay, Apple Pay and Klarna and PayPal.

We are happy to offer Klarna financing, which allows you to split your payment into three easy instalments billed monthly, with zero hidden fees, interest or extra charges.

Simply select Pay with Klarna at the checkout payment page, to be directed through your options.

Unsuccessful Transactions: When a transaction is attempted at our checkout, an authorisation is created on the card used, which immediately takes the funds away from your available credit.

If any of the following authorisation preventions occur, the transaction will be unsuccessful and your order will not be placed:

  • Incorrect CVV
  • Incorrect Postal Code/Zip Code
  • Bank fraud filter
  •  

If your authorisation is denied, the charge you have encountered will simply be automatically refunded after a certain amount of time. Each bank is different, but on average this is between 1-4 business days. Once the authorisation has expired, the funds become available to be used as credit.

Our team operates from our offices in London, and we dispatch stock from England and Ireland. All orders placed in Ireland are dispatched domestically with An Post service, so there are zero customs or import charges to pay.

Our registered business address is:

Pulsio Ltd, International House, 64 Nile Street
London, N1 7SR

Our registered company number is:

13147649