At Gladiatrix , we want you to be satisfied with your purchase. If you wish to return a product, you'll find the terms and procedure for doing so below.
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.
Once you have notified us of your decision to cancel within that time frame, you have an additional 14 calendar days to return the products to us.
- 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. Do you need a different size or product?
We do not accept direct exchanges for a different size, style, or product.
If you need another article:
- Request a return of the original product to receive a refund.
- Place a new order with the size, color, or style you want.
This way, you can place your new order right away, without having to wait for us to receive and process your return.
3. Condition of Returned Products
You may handle the product only to the extent necessary to verify its nature, characteristics, size, and functionality, just as you would in a physical store.
The product should retain its original labels and packaging as much as possible.
If the product has been used beyond what is necessary to inspect it and shows signs of use, stains, odors, wear and tear, damage, or any other depreciation resulting from such handling, we may deduct the corresponding loss in value from the refund.
Exceptions for hygiene reasons: The right of withdrawal does not apply to mouthguards items that are sealed for health or hygiene reasons when the seal or hygienic packaging has been opened after delivery.
This exception does not affect the customer's rights when the product is defective or incorrect.
4. Shipping Costs for Returns
Orders returned due to an incorrect address or failure to pick up
If an order is returned to Gladiatrix an incorrect or incomplete address, an incorrect ZIP code, repeated absences, failure to pick up the package, or any other reason attributable to the customer, the original shipping costs will not be refunded.
If the customer wishes to receive the order again, she must pay the shipping costs for the new shipment. If she prefers to cancel the order, only the cost of the products will be refunded, minus the shipping costs already incurred and, if applicable, any return fees charged by the shipping company.
🇪🇸 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 warehouses. If you decide 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 will need to pay the shipping costs directly to the carrier of your choice.
- Error or Defect: If the product arrives defective or we have sent the wrong model or size, Gladiatrix all pickup and reshipment costs.
🌍 International Orders and the Canary Islands
- European Union: Return shipping costs are the customer's responsibility. The return must be sent to the address we provide using the shipping carrier of your choice. We recommend using a shipping service that provides a tracking number.
- 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 that Gladiatrix must pay to recover the merchandise will be deducted from the refund.
- Incorrect or Defective Product: If the product you receive is incorrect or does not conform to its description, Gladiatrix will provide an appropriate solution at no cost to you. Depending on the situation, we may request that you return the product or arrange for its replacement directly. If a return is necessary, Gladiatrix will cover the associated costs.
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'll let you know how to return the item.
Mainland Spain and the Balearic Islands: We can provide you with a return label for €5, which will be deducted from your refund. If you prefer, you can arrange the shipment on your own.
France, Germany, and other countries: We'll provide you with the return address so you can ship the item using the carrier of your choice. The customer is responsible for return shipping costs.
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 from the date the order is received.
