Returns & refunds

Our approach

We want you to love every Gulu order. If something isn't right, we'll do our best to fix it. Here's how returns and exchanges work.

Clothing — wrong size exchanges

If a clothing item doesn't fit your pet, we'll exchange it for a different size at no extra cost — as long as:

•      The item is unworn and in its original condition

•      Tags are still attached

•      You contact us within 14 days of receiving your order

To start an exchange, email hello@gulu-store.com with your order number and the size you need. We'll send you a return label and dispatch the correct size as soon as we receive the item back.

→  If you're not sure what size to order, use the size guide on the product page or email us before purchasing — we're happy to help.

Toys — damaged or faulty items

If a toy arrives damaged, defective, or not as described, we'll replace it or refund it in full. No need to return the item. Just email us a photo of the issue within 14 days of receiving your order and we'll sort it immediately.

Surprise Boxes — change of mind

Because each Gulu Surprise Box is curated specifically for your pet's size and species, we're unable to accept returns on opened boxes for change of mind.

If your box arrives damaged, if an item inside is defective, or if you received the wrong box, we'll replace or refund the affected items — just contact us within 14 days.

Australian Consumer Law

Our returns policy operates alongside your rights under Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes your rights as a consumer under Australian Consumer Law.

Refund processing

Approved refunds are processed to your original payment method within 5–7 business days of us receiving the returned item (or immediately for faulty item claims that don't require return). You'll receive an email confirmation when your refund has been processed.

How to contact us

Email: hello@gulu-store.com

Include your order number and a brief description of the issue. We aim to respond within one business day.