Returns & Exchanges

Our Approach

We want you and your furbaby to love every GULU order. 🐾

Because many of our products are made for chewing, sniffing, tugging and everyday pet play, our returns policy is a little different from a typical retail store.

For hygiene and pet safety reasons, we don't offer change-of-mind returns or a 30-day return period on pet toys.

However, if something arrives damaged, faulty, incorrect or isn't as described, we'll always do our best to make it right.

🧸 Pet Toys

For hygiene and safety reasons, pet toys cannot be returned or exchanged for change of mind once purchased.

This includes situations where your furbaby simply doesn't take an interest in the toy — every pet has their own personality and play preferences!

However, if your toy:

• arrives damaged or defective;

• is not as described; or

• is different from what you ordered,

please contact us at hello@gulu-store.com with your order number and a photo of the issue.

We'll assess the issue and, where appropriate, arrange a replacement, refund or other remedy.

Please note: Pet toys are designed for play and are not indestructible. Normal wear and tear, including damage caused through chewing, scratching, biting or rough play, is not considered a product fault.

We always recommend choosing toys appropriate for your pet's size and play style and supervising your furbaby during play.

👕 Clothing — Wrong Size Exchanges

Ordered the wrong size? We know getting the perfect fit for a furbaby isn't always easy.

We're happy to exchange eligible clothing for another size provided:

• the item is unworn, unused and in its original condition;

• all original tags are still attached; and

• you contact us within 14 days of receiving your order.

To request a size exchange, email hello@gulu-store.com with your order number and the size you need.

We'll provide you with the next steps for your exchange.

Not sure which size to choose? Check the size guide on the product page or contact us before ordering — we're always happy to help.

🎁 Surprise Boxes

Every GULU Surprise Box is specially curated based on your selected pet type and size.

Because the box may contain pet toys and other hygiene-sensitive products, we don't accept change-of-mind returns on opened Surprise Boxes.

If your box arrives damaged, contains a faulty item, or you receive the wrong box, please contact us and we'll make it right.

Faulty or Incorrect Products

If you believe you've received a faulty, damaged or incorrect product, please contact us as soon as possible at hello@gulu-store.com.

Include:

• your order number;

• a short description of the issue; and

• clear photos showing the problem.

We'll review your request and let you know the next steps.

Refunds

When a refund is approved, it will be issued to your original payment method.

Please allow approximately 5–7 business days for the refund to appear after it has been processed. Processing times may vary depending on your bank or payment provider.

We'll send you an email once your refund has been processed.

Australian Consumer Law

Our Returns & Exchanges Policy operates alongside your rights under the Australian Consumer Law (ACL).

Nothing in this policy is intended to exclude, restrict or modify any consumer guarantees, rights or remedies that cannot legally be excluded.

Where a product does not meet a consumer guarantee under Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.

Need Help? 🐾

Something not quite right with your order?

Email us at hello@gulu-store.com with your order number and a brief description of the issue.

We aim to respond within one business day and will do our best to get things sorted quickly.

PLAY MORE.
SNIFF MORE.
LOVE MORE. 🤎