Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be returned in good condition, with all original components and packaging included. Reasonable use within the 30-day period is acceptable. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@gladiora.com
If your return is accepted, we’ll provide instructions on how and where to send your package. Items sent back without prior approval will not be accepted.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect so we can resolve the issue promptly.

Exceptions / Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned if they have been excessively used, damaged, or are not in resellable condition.

Returns may also be declined if:

  • The product is returned incomplete or with missing parts

  • The item shows signs of misuse or abnormal wear beyond reasonable testing

  • The original packaging is significantly damaged or missing

Gift cards are non-refundable.

Delivery Responsibility & Carrier Confirmation

Once an order is shipped, the delivery process is handled by third-party carriers. A delivery will be considered completed when the carrier confirms any of the following:

  • Delivered to the provided address

  • Delivery attempt made

  • Available for pickup at a local depot, locker, or collection point

Carrier tracking information is considered valid proof of fulfillment.

Failed Delivery & Customer Responsibility

If delivery cannot be completed due to customer-related reasons, the order will still be considered fulfilled.

This includes:

  • Recipient unavailable at the time of delivery

  • Restricted or inaccessible address

  • Customer-requested delivery changes (e.g. redirection, locker delivery)

  • Failure to collect the package from a pickup location

In these cases:

  • The customer is responsible for contacting the carrier and arranging redelivery or pickup

  • Packages held for collection are considered delivered and available

  • Such orders are not eligible for refunds

If a package is returned due to non-collection, reshipping may be offered at the customer’s expense.

Incorrect Address Policy

Customers are responsible for providing accurate shipping details.

If delivery fails due to incorrect or incomplete address information:

  • The order is not eligible for a refund

  • We are not responsible for delivery issues caused by incorrect details

  • If the package is returned, reshipping may be arranged at the customer’s expense

Lost Shipments

Refunds or replacements are only issued if the package is officially confirmed as lost in transit by the carrier.

Delays, pending deliveries, or packages awaiting collection are not considered lost.

Refunds

We will notify you once your return or claim has been reviewed and inform you whether the refund is approved.

If approved, refunds are issued to the original payment method within 10 business days.

Please note:

  • Refunds are only granted for approved returns or confirmed lost shipments

  • Orders confirmed as delivered, attempted, or available for pickup are not eligible for refunds

Processing times may vary depending on your bank or card provider.

If more than 15 business days have passed since approval, please contact us at info@gladiora.com