Seller Exchange & Return Policy
Last updated
What sellers must accept
As a Gulu Mulu seller you agree to honour the marketplace Return & Refund Policy. You must accept a return where the item is:
- Damaged or defective on arrival
- Not as described — wrong colour, wrong size, wrong item, missing components
- Counterfeit or not genuine, where you listed it as branded
- Returned within the 7-day change-of-mind window, unused and with tags intact
Who pays
| Reason for return | Return delivery | Refund of original delivery fee |
|---|---|---|
| Seller error or defect | Seller | Seller |
| Item not as described | Seller | Seller |
| Change of mind | Gulu Mulu absorbs pickup | Not refunded to customer |
| Courier damage in transit | Gulu Mulu | Gulu Mulu |
Where the fault is yours, the return delivery charge is deducted from your next payout, alongside the refunded item value and the reversal of your commission line.
Inspecting a returned item
You have 48 hours from the moment the parcel is handed back to you to inspect it and either accept or dispute the return. A dispute must include clear photographs — for example, showing the garment has been worn, washed, or altered. Our team adjudicates within 3 working days and the decision is final.
If you do not respond within 48 hours, the return is auto-accepted and the customer is refunded.
Commission on returns
Commission is fully reversed on any accepted return, including a change-of-mind return. You are never charged commission on money you did not keep.
Excessive returns
A return rate above 15% over a rolling 60-day window triggers a listing quality review. The usual cause is a misleading photograph or a missing size chart, and fixing the listing usually fixes the returns.
Still need a hand?
Our team answers 9am–9pm, seven days a week.