Refund policy
Last updated: 10 August 2026
1. 14-Day Right of Withdrawal
Consumers generally have the right to withdraw from an online purchase within 14 days of receiving the order, subject to applicable law.
The 14-day withdrawal period is not a trial period during which products may be used and then returned.
Products may only be examined to the extent reasonably necessary to check their size, fit, characteristics and condition, similarly to how they could be examined in a physical store.
You do not need to provide a reason for exercising your statutory right of withdrawal.
You must notify GATO of your decision to withdraw within 14 days of receiving the order.
2. Condition of Returned Products
To receive a full refund, products must remain essentially unchanged and must not have been used beyond what is necessary to examine them.
Returned products should be:
- clean;
- free from signs of use or wear;
- returned with all included accessories and tags; and
- returned in the original packaging where reasonably possible.
If a product has been used or handled beyond what is necessary to examine it, GATO may deduct the resulting diminished value from the refund.
If a product has become unsaleable because of its use or handling, the diminished value may equal the full purchase price and the refund may therefore be €0.
3. Goalkeeper Gloves
Goalkeeper gloves may be carefully tried on indoors only to check the size and fit.
They must not be used in:
- training;
- matches;
- warm-ups;
- artificial grass;
- natural grass;
- wet playing conditions; or
- any other playing situation
if you intend to return or exchange them.
The 14-day withdrawal period does not mean that goalkeeper gloves can be played or trained in and then returned for a refund.
Signs of use may include:
- latex wear;
- abrasion;
- dirt;
- marks;
- damage to the palm;
- deterioration of the latex; or
- other signs of training or gameplay.
Goalkeeper gloves that have been used in training, matches or other playing conditions and have consequently become unsaleable will not receive a refund.
4. Protective Palm Film — Important
GATO goalkeeper gloves are supplied with a protective film over the latex palm where applicable.
The protective palm film must remain completely intact if you want to return or exchange the gloves.
You may carefully try the gloves on indoors with the protective film in place to check the size and fit.
DO NOT remove the protective palm film unless you intend to keep the gloves.
Once the protective film has been removed, the professional goalkeeper glove latex is exposed and the gloves can no longer be sold by GATO as a new product.
For this reason:
If the protective palm film has been removed, the gloves are not eligible for a refund or size exchange.
Because removal of the film makes the gloves unsaleable as new, GATO considers the resulting diminished value to equal the full value of the gloves, meaning the refund for the gloves will be €0, to the extent permitted by applicable law.
This does not limit any statutory rights relating to a product that is genuinely defective or has been incorrectly supplied.
5. How to Start a Return
You must notify GATO of your decision to withdraw within 14 days of receiving your order.
You can contact us at:
Please include:
- your full name;
- your order number; and
- the product or products you wish to return.
You do not need to provide a reason for exercising your statutory right of withdrawal.
You may also use the online withdrawal function available through our website.
After notifying GATO of the withdrawal, the products must be returned within the applicable return period.
Please follow the return instructions provided by GATO.
A customer may exercise the statutory right of withdrawal without requiring discretionary approval from GATO. Since 19 June 2026, an online withdrawal function must also be available for contracts concluded online.
6. Return Shipping Costs
For a normal return under the statutory right of withdrawal:
The customer is responsible for the cost of returning the products to GATO.
We recommend using a trackable shipping method and keeping the shipping receipt until the return has been processed.
If GATO has supplied:
- a defective product;
- an incorrect product; or
- an incorrect size compared with the order,
GATO will cover the necessary return costs in accordance with applicable law.
7. Refunds
Returned products will be inspected before the return is completed.
If the product has only been examined as permitted and has not suffered diminished value, the applicable refund will be issued using the same payment method used for the original purchase.
Where required by law, the refund also includes the cost of the least expensive standard delivery method offered for the original order.
If you selected a more expensive delivery option, the additional cost above the least expensive standard delivery method does not need to be refunded.
GATO may withhold the refund until:
- the returned products have been received; or
- you have provided evidence that the products have been sent back.
Refunds will be processed without undue delay and within the time limits required by applicable law.
Used or Diminished Products
If a returned product has been used beyond what is necessary to examine it, the refund may be reduced according to its diminished value.
If the product has become unsaleable, the refund may be €0.
For goalkeeper gloves, this includes the conditions described in Sections 3 and 4 above.
8. Size Exchanges
If your goalkeeper glove size is not suitable, you may request a size exchange within 14 days of receiving the order.
For a size exchange, the gloves must:
- only have been carefully tried on indoors;
- have the protective palm film completely intact;
- show no signs of use, dirt or wear; and
- be in condition suitable for resale as new.
If the protective palm film has been removed, the gloves cannot be exchanged for another size.
For an eligible size exchange:
- the customer pays the return shipping cost to GATO; and
- GATO covers one shipment of the replacement size back to the customer.
Replacement sizes are subject to availability.
If the requested size is unavailable, we will contact you to arrange another solution.
If GATO sent you a different size from the size you ordered, this is treated as an incorrect delivery and GATO will cover the necessary costs.
9. Defective or Incorrect Products
If you receive:
- a genuinely defective product;
- an incorrect product;
- a different size from the size ordered; or
- a product damaged before or during delivery,
contact us as soon as reasonably possible at:
Please include:
- your order number;
- a description of the issue; and
- photographs where relevant.
Genuine product defects are handled in accordance with applicable consumer protection law.
Depending on the circumstances, the appropriate remedy may include:
- repair;
- replacement;
- price reduction; or
- refund.
Normal goalkeeper glove wear is not a manufacturing defect.
Goalkeeper glove latex is a performance material and naturally wears through use.
Wear caused by training, matches, playing surfaces, goalkeeper technique, improper care or normal use is not by itself evidence of a manufacturing defect.
GATO remains responsible for genuine product defects in accordance with applicable law.
10. Unclaimed Shipments
Failing to collect a shipment does not by itself constitute a valid withdrawal notification.
If you wish to withdraw from your purchase, you must clearly notify GATO.
If a shipment is not collected, no withdrawal notification has been made and the shipment is returned to GATO, the customer may be charged the actual and reasonable direct costs caused by the unclaimed shipment, to the extent permitted by law.
These may include applicable outbound shipping, return shipping and handling costs.
11. Return Address
Please follow the return instructions provided by GATO before sending a return.
Unless otherwise instructed:
Gato Gloves Oy
Tunturikatu 18
00100 Helsinki
Finland
12. Contact
For returns, size exchanges, refunds or product issues:
Gato Gloves Oy
Business ID: 3597883-4
Tunturikatu 18
00100 Helsinki
Finland
Email: info@gatogloves.com
Please include your order number when contacting us about an existing order.