Yes, you can! We offer a straightforward return process for products purchased directly from our store, whether online or through our official channels. If for any reason you are not satisfied with your purchase—whether it didn’t meet your expectations, you changed your mind, or you ordered the wrong item—you can request a return within 30 days of receiving your order.

Unfortunately, no. We only handle returns and refunds for items purchased directly through our online store.

If you purchased the item from a third-party retailer, another store, or a reseller, you will need to contact that specific seller or store where you made the purchase. Each store has its own return policies, and we do not have access to their customer records or transaction history.

In cases where the external store needs to verify information about the product (such as authenticity or warranty coverage), they are welcome to contact us directly, but any return or refund must go through them.

If you purchased directly from us, getting started with your return is simple!
Here’s how:

1. Confirm your purchase was made on Gatosports webstore or through our official channels.
2. Gather your order information, including your order number, receipt, or confirmation email.
3. Use our returns portal (use your login credentials to signim). Provide your order details and explain why you want to return the item.
4. We will review your request to ensure it meets our return policy and then provide you with the next steps, including the return shipping instructions.

To make sure we can process your return smoothly and quickly, you’ll need to provide the following:

• Your order number (usually found in your confirmation email).
• The name and email address you used at checkout.
• A proof of purchase, such as your invoice or order confirmation email.
• A brief explanation of why you are returning the product (this helps us improve and may qualify you for return shipping benefits).

Our standard return window is 30 days from the date you receive your order. This means you must initiate your return request within 30 days of delivery.

After 30 days, we typically can’t accept returns. However, if you believe there’s an exceptional reason why your return is late (such as shipping delays or medical reasons), contact our support team. We’ll do our best to help!

Generally, no. We strictly follow a 30-day return window. Returns initiated after 30 days from delivery are not eligible for a refund or exchange according to our policy.
That said, we know life happens! If there are special circumstances—for example, serious delays caused by the courier, medical emergencies, or other valid reasons—you can contact our human support team for a case review. While not guaranteed, we always aim to be fair and reasonable.

We require that items be returned in the same condition as you received them. This means:
✅ The product must be unused, unworn, and free of damage (unless it arrived defective or damaged).
✅ Items must be in their original packaging, with any tags, labels, or accessories included.
✅ We may refuse returns that show obvious signs of wear or use, unless you are returning it because of a manufacturing defect.

❌ We cannot accept items that have been used, worn, washed, or altered in any way.
✅ The exception is if you received an item that is defective or malfunctioning, even after minimal use. In that case, you should contact us as soon as you notice the problem so we can investigate and offer a solution.

We are so sorry if your product arrived in less-than-perfect condition. We take quality control seriously, but sometimes things happen!
✅ If your item is defective, damaged, or you received the wrong item, please contact us right away.
We’ll need:

• A description of the issue.
• Photos or videos clearly showing the problem.
  Once we review the evidence, we’ll arrange for a replacement, refund, or return, depending on the situation.

Here’s what to do if you receive a faulty item:

1. Contact our support team as soon as you notice the defect.
2. Include photos or videos to show us the defect, so we can evaluate and speed up the process.
3. If your return is approved, we will:
   ✅ Provide a prepaid return label, OR
   ✅ Offer an alternative solution (such as issuing a refund or shipping a replacement without needing you to return the item).
   We’ll make sure you’re taken care of quickly and fairly!

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