Returns & Refunds Policy

Effective date: 25th June, 2026

1. Who we are

This Returns & Refunds Policy applies to purchases made directly through the Gulpasaurus website.

Gulpasaurus is operated by Kizuna Brands Limited, trading as Gulpasaurus.

Business address:
Unit A, 82 James Carter Road, Mildenhall, IP28 7DE

Returns contact:
gulp@gulpasaurus.com

This policy does not apply to products bought from third-party retailers, marketplaces or stockists. Please contact the original seller for their returns process.

Nothing in this policy limits or excludes any consumer rights that apply to you under the law of your country.

2. Our 30-day returns policy

We offer a 30-day change-of-mind return policy.

You have 30 days from the date your order is delivered to request a return.

To start a return, email us at gulp@gulpasaurus.com with:

• Your name

• Your order number

• The email address used to place the order

• The reason for your return

• Photos or video where relevant

We will send you return instructions and the correct return address for your location. Do not send your product back before receiving those instructions.

Returns sent without an approved return request may be delayed, refused or returned to you at your cost.

3. Change-of-mind return conditions

For a voluntary, change-of-mind return to be accepted, your Gulpasaurus product must be:

• Unused and not connected to power

• Empty, clean and completely dry

• Free from pet hair, water marks, odours and signs of pet use

• Returned with all original components, accessories, manuals and packaging

• In a condition suitable for resale

As Gulpasaurus products are designed for pet hydration, fountains that have been filled with water, used by a pet, or otherwise put into use are not eligible for a voluntary change-of-mind return.

Replacement filters, filter pads and other consumable components must be unopened and in their original sealed packaging to qualify for a voluntary return.

This does not affect your rights if an item is faulty, damaged, unsafe, incorrect or not as described.

4. Pre-orders

You may cancel a pre-order at any time before it has been dispatched for a full refund.

Once your pre-order has been dispatched, it will be treated like any other order under this Returns & Refunds Policy.

The 30-day return period begins when your order is delivered, not when the pre-order is placed.

If there is a material change to the estimated dispatch date, we will contact you and give you the option to cancel for a full refund before dispatch.

5. Faulty, damaged, unsafe or incorrect items

Please inspect your order as soon as it arrives.

If your item is damaged, defective, unsafe, incomplete, incorrect or not as described, contact us as soon as reasonably possible at gulp@gulpasaurus.com.

Please include:

• Your order number

• A clear description of the issue

• Photos or video showing the issue

• Photos of the packaging if the item arrived damaged

Do not continue using a product you believe may be unsafe. Unplug it, stop using it and contact us.

Where a product is faulty, damaged, incorrect or not as described, we will assess the issue and provide an appropriate remedy. Depending on the circumstances and your local legal rights, this may include a repair, replacement, partial refund or full refund.

Where we confirm that the issue is our responsibility, we will cover reasonable return costs or provide a prepaid return label where available.

6. UK and EU cancellation rights

If you are a consumer in the United Kingdom or European Union, you may have a legal right to cancel your order within 14 days of receiving it, without giving a reason.

To exercise this right, you must tell us clearly that you wish to cancel within 14 days of delivery. You then have a further 14 days to send the item back.

For cancellations made under this legal right:

• We will refund the price paid for the product.

• We will refund the cost of standard delivery, where required by law.

• We do not have to refund any extra cost paid for express, upgraded or non-standard delivery.

• You are responsible for the cost of returning the item unless we state otherwise or local law requires us to cover it.

• We may reduce a refund where the product has been handled beyond what would reasonably be allowed when inspecting it in a shop.

This statutory cancellation right applies even where the product falls outside our voluntary 30-day change-of-mind policy, subject to any legal exceptions that apply.

7. Return shipping, duties and taxes

For voluntary change-of-mind returns, you are responsible for the cost of return shipping.

We recommend using a tracked and insured shipping service, particularly for international returns. You are responsible for the product until it reaches our designated return address.

For international returns:

• You must follow the return instructions we provide.

• You must not send items to our supplier, manufacturer or fulfilment warehouse unless we specifically instruct you to do so.

• You must clearly mark the parcel as “Returned Goods” where appropriate.

• You are responsible for any charges caused by incorrect customs declarations.

• Original shipping charges, express delivery upgrades, import duties, customs charges and taxes are not refundable for voluntary returns unless required by applicable law.

If your item is faulty, damaged, incorrect or not as described, we will explain any return-cost arrangements before you send it back.

8. Bundles, promotions and discounted items

Items bought during a sale are covered by this policy.

Where you return part of a bundle, multi-buy offer or promotional order, we may adjust the refund to reflect the offer no longer applying.

For example, if a discount was applied because multiple items were purchased together and only one is returned, the refund may be reduced by the value of the discount that no longer applies.

9. Exchanges

We do not offer direct exchanges.

The fastest way to get a different item is to return the eligible product for a refund and place a new order.

10. Refunds

Once your return has been received and inspected, we will email you to confirm whether your refund has been approved.

If approved, your refund will be made to the original payment method used for the order.

We aim to process approved refunds within 10 business days. Your bank, card provider or payment provider may take additional time to show the refund in your account.

Where local law sets a shorter refund deadline, we will comply with that deadline.

If more than 15 business days have passed since we confirmed your refund, contact us at gulp@gulpasaurus.com.

11. Returns we cannot accept under our voluntary policy

We cannot accept the following as voluntary, change-of-mind returns:

• Products that have been filled with water or used by a pet

• Products returned wet, dirty, contaminated or with pet hair or odours

• Products that have been damaged through misuse, accident, neglect or failure to follow product instructions

• Products returned without essential parts, accessories or components

• Opened replacement filters, filter pads or other consumable items

• Products altered, repaired or modified by someone other than Gulpasaurus or an authorised repair provider

These exclusions do not affect your statutory rights if a product is faulty, unsafe, not as described or otherwise fails to meet applicable consumer law.

12. Contact us

For returns, refunds, faulty-item reports or any questions about this policy, contact:

Gulpasaurus
Email: gulp@gulpasaurus.com
Business address: Unit A, 82 James Carter Road, Mildenhall, IP28 7DE