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Return Policy


  • Change of Mind

Within 7 days of receiving your purchased product, we accept exchange or refund of the brand new product due to a change of mind. Items must be returned undamaged and unused, with all tags, warranty cards attached, and the original packaging included. You will be responsible for the cost of HKD100 delivery charge back to our warehouse according to the Delivery & Shipping policy (additional charges apply for remote locations).

  • Quality Issue

(Within 7 days of receiving your purchase product include public holiday) If you wish to return your product for a defect or fault, we will inspect the product and investigate your claims and, if we find that the product is indeed defective or faulty, we will repair or, in case the product cannot be repaired, exchange the product or refund, according to the product’s warranty coverage and warranty terms and conditions. If, however, we find that the defect is not a manufacturing defect (including material and workmanship defect), but due to mis-handling or misuse, or the defect or damage is not covered by the warranty or the warranty has expired, your request of returning the product will be rejected and the product  will be returned to you. You will be responsible for the cost of return shipment according to the Delivery and Shipping Policy.

  • Applicable Stores

Return requests are only accepted for online purchases on www.gulupet.com, 

  • Application Process

To apply for a return of your product, you must contact our customer service team (info@gulupet.com).  We will contact you within 7 working days with a return authorization and further instructions on how to return your goods. 

  • Processing Time

Once your return has been received and accepted, your refund will be processed within 30 days. If GuluPet delivery service is required, we will charge you HK$100 per travel (additional charges apply for remote locations).


We will only exchange for another product within warranty period if your defective product cannot be repaired due to manufacture defect. You are entitled to an exchange for another product of the same value as the price you actually paid for your purchased product with supporting invoice and warranty card as per the warranty terms & conditions.


We take extreme care in ensuring that our products are of the highest quality. However, if for any reason you identify an issue with the products delivered to you, we would like to help resolve the problem. Please contact our customer service team for assistance. Alternatively, you may write to us at info@gulupet.com or call +852-3614 5428 from 11:00am-6:00pm, Monday to Friday.