「無料返品」ではなく、『つないでいく仕組み』を。
This system allows us to:
・ Try products with peace of mind
・ Gradually reduce waste in a sustainable manner
・ Support animal welfare organizations
・ Maintain hygiene standards
If it doesn't work out, we'll try the next dog.
Gugu's dog beds are designed for a comfortable sleep for many dogs.
However, they may not be a perfect fit for all dogs. That's why we've created a "pay-it-forward system" that's different from traditional returns.
① Trial period
Please try the product naturally for 8 to 20 days after its arrival.
*To help your dog get used to the bed, place their favorite blanket or toys on it and let them try it for at least 7 days.
② If it doesn't fit
Contact gugu Customer Support (support@gugu.jp) within 20 days.
③ Collection arrangement
We will arrange collection from your specified location in Japan.
④ Condition check
We will check if the product is in a reusable condition (limited to minor use).
⑤ Refund and donation to another dog
You will be responsible for 15% of the regular price of the purchased product, and we will refund the difference. The usable bed you returned will be delivered to an animal welfare organization.
次へと『つないでいく仕組み』。
The 15% charge of the regular price covers the following processes:
・Initial delivery
・Collection delivery
・Condition inspection and management
・Repackaging
・Delivery to animal welfare organizations
In reality, these costs can sometimes exceed 15%, with gugu covering the deficit. Even if the bed isn't a good fit for your dog, it will still go on to provide a comfortable space for another dog in need.
Eligibility Requirements
• gugu doggy / gugu senior
• Delivered within 8-20 days in Japan
• Must be in reusable condition (limited to light use)
• No damage due to intent or negligence
What is the gugu Dog Donation Program?
The gugu Dog Donation Program is an initiative to donate gugu doggy and gugu senior beds that are no longer used to dog shelters, applicable for products between 8 and 20 days from the delivery date.
If you have opened the product but your dog does not use the bed at all, we will accept returns and refunds (provided there is no damage due to willful negligence).
*This program may be terminated depending on the situation.
To those participating in the gugu Dog Donation Program
You can return the product if you keep the shipping box within 8 to 20 days from the delivery date (*applicable to gugu doggy and gugu senior).
We will arrange for product collection and refund the amount minus 15% of the regular price of your order size.
Please note that this program has conditions.
++Eligibility Conditions++
・This program is limited to 8 to 20 days from the delivery date.
・You must declare the reason for return in advance, and we will check the condition of the product.
Please note that a major premise is that there is no damage due to willful negligence within the range of normal use, so products that cannot be delivered to the next dog are not eligible. Please be aware of this in advance.
・The gugu Dog Donation Program is limited to one use per address.
Also, if you purchase multiple items in one order, only one set is eligible for return/refund.
・gugu doggy and gugu senior beds must be disassembled and returned in their original shipping box.
Participants in this program are requested not to discard the shipping box and to store it carefully.
Please note that if the product cannot be returned in the shipping box, we will not be able to process the return.
・When returning, you will be responsible for 15% of the regular price of your order size.
++Return Procedure++
■Step 1
Please contact "gugu Customer Support" (support@gugu.jp) via email.
To facilitate the confirmation of your order information, please provide your order number at the time of purchase, the reason for return, and the product condition.
Once we receive the above information, we will schedule the product collection.
■Step 2
Our commissioned shipping company will pick up the product.
For returns, please disassemble the dog bed, place it in the shipping box, and hand it over at your doorstep.
■Step 3
We will receive the product and, only if it is confirmed that the product was used properly during the trial period and there is no damage due to willful negligence, we will issue a refund to the payment method used for the purchase.
If any fees are incurred due to the use of financial services by the credit card company, these will be borne by the customer.
*Refunds will be processed at the end of the current month or the end of the following month after the return is completed.
*The refund will be issued minus 15% of the regular price of your order size.
*If your payment method was convenience store payment, the refund will be issued minus a refund processing fee of 600 yen.
For other questions regarding this program, please contact gugu Customer Support below.
＜Contact Information for this program＞
gugu Customer Support
support@gugu.jp
03-6821-2772
FAQs
This program involves donating unused gugu Doggy and gugu Senior beds to dog shelters, specifically for products within 8 to 20 days from the delivery date. If you have opened the product but your dog does not use the bed at all (provided there is no damage due to intentional negligence), we will accept returns and refunds.
Eligibility Requirements
・ This program is limited to products within 8 to 20 days from the delivery date.
・ You must declare the reason for return in advance, and we will inspect the product's condition. Please note that products damaged by intentional negligence beyond normal use will not be eligible, as they cannot be provided to another dog.
・ The gugu Dog Donation Program is limited to one use per address. If you purchased multiple items in one order, only one set will be eligible for return/refund.
・ gugu Doggy and gugu Senior beds must be disassembled and returned in their original shipping box. Participants in this program are requested not to discard the shipping box but to store it.
・ For returns, you will be responsible for 15% of the regular price of the ordered size.
Note: If you cannot return the product in its original shipping box, we will not be able to process your return.
Yes, you can actually use it. After use, we would appreciate it if you could keep it in a reusable condition so that the next dog can use it.
Beds that have been opened cannot be resold for hygiene reasons and are typically discarded. Therefore, instead of simply discarding them, gugu devised a system where gugu and the customer share part of the cost, allowing the bed to be passed on to the next dog rather than simply being disposed of. For this reason, we do not offer "free returns."
The money is used for collection, delivery, condition checks, and preparing the pet beds for the next dog. This system allows us to pass them on to others instead of simply discarding them.
Once the item has been retrieved and its condition confirmed, we will process a refund to the payment method selected at the time of purchase, either at the end of the current month or the following month.
