In Gladiatrix, our goal is to make you feel invincible in your gear. If for any reason you are not satisfied with your purchase, you have the right to return or exchange it by following these legal and transparent guidelines.
1. Right of Withdrawal (Returns)
In accordance with European regulations, you have 14 calendar days from the date you receive your order to cancel the purchase without having to provide a reason.
- Refunds: We will refund the full amount for the returned items. If you return the entire order, we will also refund the original shipping costs (based on the standard rate).
- Refund Method: Refunds will always be issued via the same payment method used for the original purchase (credit card, PayPal, etc.).
- Timeframe: You will receive your refund within 14 calendar days of notifying us of your decision, although we may withhold it until we have received the items or proof of shipment.
2. Size or Product Exchanges
To streamline the process and ensure you don't run out of stock of the new size, the exchange procedure is as follows:
- Return the item that doesn't fit to get your refund.
- Please place a new order for the desired size or style.
3. Product Conditions
For a return to be accepted, the item must meet the following requirements:
- It must not have been used for anything other than simply checking the product (trying it on).
- Keep the original labels and, if possible, the original packaging.
- Must be free of stains, odors, or signs of wear.
Exceptions for Hygiene Reasons: For health and hygiene reasons, we do not accept exchanges or returns of mouthguards whose original seal or packaging has been opened after delivery.
4. Shipping Costs for Returns
🇪🇸 Orders in Spain (Mainland Spain and the Balearic Islands)
- Return shipping costs: The customer is responsible for the shipping costs to return the package to our warehouse. If you choose to use our managed return label, the cost of the label (€5) will be deducted from the total refund amount. If you prefer to ship it on your own, you must pay the shipping cost directly to the carrier, and you will be refunded the full amount of your original order.
- Error or Defect: If the product arrives defective or we have sent the wrong model or size, Gladiatrix all costs associated with pickup and reshipment.
🌍 International Orders and the Canary Islands
- European Union: The same conditions apply as in Spain. The customer is responsible for the cost of return shipping.
- Outside the EU (and the Canary Islands): * The original shipping costs are non-refundable.
- Any customs duties, local taxes, or administrative fees arising from the import/export shall be borne exclusively by the customer.
- Important notice: If the package is returned because the customer refuses to pay local customs duties, all shipping and handling costs Gladiatrix by Gladiatrix to retrieve the merchandise will be deducted from the refund.
5. How to Make a Return
To get started, please send us an email at gladiatrix with the following information:
- Order number.
- Name of the item(s) to be returned.
- (Optional) Reason for the return (this helps us improve).
Once we receive your email, we will provide you with a prepaid return label so that all you have to do is drop off the package at a post office (the cost of this label will be deducted from your refund). If you prefer to arrange shipping through a third-party service, we will provide you with the shipping address for our warehouse.
6. Special Periods
- August: The 14-day deadlines remain in effect. Processing may be slightly delayed due to logistical issues, but your rights are protected as long as you send the email within the deadline.
- Christmas: For purchases made between November 20 and January 7, we are extending the return period to 30 calendar days.