Refund policy

Returns, Exchanges & Warranty

Exchanges (all orders)

If your item arrives with a defect, or you receive a different item than ordered, we will exchange it for an equivalent product. Please contact gugu Customer Support (support@gugu.jp) within 5 days of delivery, including your order number and photos of the issue.

International orders (Singapore, Hong Kong, Taiwan, South Korea)

• Pet products (gugu Doggie, gugu Doggie Senior and related covers) are not eligible for change-of-mind returns. This matches our policy in Japan, where pet beds are excluded from the trial program.
• If your item arrives damaged or incorrect, contact us within 5 days of delivery with photos, and we will arrange a replacement at no cost to you.
• Refunds, where applicable, are made to the original payment method. Import duties and taxes paid to your local customs authority are not refundable by gugu.

45-day trial (Japan only: human sleep products)

Purchases may be returned within 45 days of delivery, excluding: mattress top cover, gugu Doggie dog bed, gugu Doggie Senior, dog bed cushion covers, and gugu Huggie covers. We arrange collection and refund the product price. Conditions apply:

• The 45-day trial begins on the day of delivery and is limited to one use per address, and to one product even where multiple products are purchased under different names at the same address.
• Wrong-size orders and size changes are not eligible for return or refund.
• Mattress returns: a minimum 14-day trial period is required (the body takes 2-3 weeks to adjust to a new mattress). You do not need to keep the box. Customers in Tokyo's 23 wards and Osaka City: no return fee. Other regions: ¥7,500 per mattress.
• Bedframe returns: the frame must be disassembled and returned in its original shipping box. Please keep the box during the trial period. Return fee: ¥2,500 nationwide.
• Huggie returns: return fee ¥2,500 nationwide.
• Refunds are processed at the end of the month the return completes, or the following month-end, less any return fees. Convenience-store payments incur a ¥600 refund processing fee.

Return procedure: (1) Email support@gugu.jp with your order number and reason; we arrange collection. (2) Our carrier collects the item at your entrance. Mattresses go in the plastic cover we send you; apartment dwellers may need to bring items to an accessible collection point. (3) On receipt and confirmation of proper use without damage, we refund your original payment method.

Warranty (Japan only: human sleep products)

Mattress: 10 years. Bedframe: 5 years. Covers visible indentation of 2.5 cm or more under proper use; remedy is repair or replacement (not refund). Send photos to support@gugu.jp. Not covered: misuse or abuse, normal wear, preference-based reasons after the trial, damage from improper environments, fire or natural disaster, mold/stains/odors, damage from delayed unboxing, products transported outside Japan or outside our delivery area, second owners, or purchases from unauthorized sellers.

Contact: gugu Customer Support: support@gugu.jp / 03-6821-2772

For customers outside Japan. The 5-day request window for initial defects is for faster handling only. It does not limit your statutory rights, which allow claims for goods that do not conform to the contract within the periods set by the law of your place of residence. Where the law of your country or region so provides, remedies may include repair, replacement, price reduction, or refund. Your statutory rights in your country or region of residence apply to all products and are not affected by this policy.