Customer Service and Return Policy
SECTION 1 – LEGAL DEADLINES AND ELIGIBILITY REQUIREMENTS
For customers residing in the European Union (EU): In accordance with applicable legal provisions, you have a right of withdrawal and refund upon written request within a strict period of 14 calendar days from the date of delivery of your order.
For international customers (outside the EU): The maximum time allowed to initiate a return or partial refund request is set at 20 calendar days after delivery, in accordance with our General Terms and Conditions of Sale (GTC).
To be eligible for a return, your item must be completely unused, free from any signs of assembly, handling or testing, and in exactly the same condition as when you received it. It must be returned in its original packaging (sealed blister, thermoformed plastic film, factory box and control labels completely intact).
Regulated Equipment and Licenses: All goods subject to an export or import license (including certain specific safety equipment) cannot be returned for convenience or through a standard cancellation.
SECTION 2 – ITEMS FORMALLY EXCLUDED FROM ANY RETURN
Due to their nature or absolute security and traceability requirements, the following items cannot be returned, exchanged or refunded under the right of withdrawal:
- Ballistic plates and rigid armor components: For obvious reasons of safety and to avoid damaging the protective structure, these items are permanently excluded from any right of return.
- Products made to order or custom-made: The customer who ordered an item made exclusively for them acknowledges having received all the necessary specifications before validation. These products are neither returnable nor exchangeable.
- Downloadable software products and electronic gift cards.
To process any request, we require mandatory production of a valid proof of purchase (order number, copy of invoice or history of email exchanges).
SECTION 3 – CONDITION OF EQUIPMENT AND PARTIAL REFUNDS
In certain specific situations, no full refund will be granted, and only partial refunds (on a case-by-case basis) may be considered:
- Any item that is not in its original condition, is damaged or is missing parts for reasons not due to an error by our services.
- Any item returned outside the time limits specified in Section 1.
SECTION 4 – REFUND PROCESS AND REASONS FOR REFUSAL
Once your returned package has been received and inspected by our technicians, we will send you an email to inform you that we have received your item. We will also notify you of the approval or rejection of your refund request.
The legitimate reasons for refusing a refund are:
- Damaged, worn, tampered or assembly-related equipment.
- Equipment marked, engraved or personalized by the buyer.
- The equipment was different from that which was originally ordered and delivered by us.
If your refund is approved, it will be processed automatically and a credit will be applied to your credit card or original payment method within a technical timeframe of 3 to 9 working days.
SECTION 5 – ITEMS ON PROMOTION OR SALE
Only items at the regular price in our catalog are eligible for a refund. Sale, promotional, or clearance items are not refundable, except in the case of a structural defect covered by the manufacturer's or our warranty.
SECTION 6 – HANDLING OF FAULTS, DEFECTS AND WARRANTIES (AFTER-SALES SERVICE)
In case of a malfunction upon unpacking, a proven manufacturing defect, or a technical fault observed on the product: AresMaxima assumes full responsibility for logistics.
After validation of the defect by our technical support, The return shipping costs for the defective item, as well as the costs of returning the repaired or replaced product (directly from our warehouses or from the manufacturer's facilities), are fully covered by our company.
For textiles only (clothing, tactical pouches, combat vests, excluding ballistic plates), if you require a size exchange on a compatible product, please contact us at [email protected] to obtain the address of our nearest return center to your country of residence and check the availability of the desired size.
SECTION 7 – LATE OR MISSING REFUNDS
If you have not yet received your refund after our approval notification, please take the following steps:
- Check your online bank account again.
- Contact your credit card issuer; there is often a processing delay before the credit is officially visible.
- Contact your bank, as international interbank processing times may delay the display of the transaction.
If after these checks you still haven't received your refund, contact our support team immediately by email at [email protected] or by phone at +380 666 516 456.
SECTION 8 – COMFORT RETURN SHIPPING
To return a product in good condition (under your right of withdrawal), you must contact us beforehand (by email, phone, or via our official social media channels) with your order number. The return address will be provided specifically based on your country of residence.
Except in cases of failure or defect as defined in Section 6, All shipping costs related to the return of your item for convenience remain your sole responsibility. If a refund is issued, any return shipping costs incurred or owed will be deducted from your total refund amount.
If you are shipping an item worth over $75, we recommend using a shipping service with real-time tracking or purchasing full shipping insurance. AresMaxima does not guarantee the safe delivery of your return package, nor the condition of the merchandise upon arrival.
SECTION 9 – GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you will receive an electronic gift credit for the equivalent value upon your return. Once the item is received and inspected, a digital gift card will be emailed to you.
If the item was not marked as a gift at the time of purchase, or if the donor received the order to give to you later, the refund will be issued to the original donor, who will handle the transaction directly with you. AresMaxima cannot be held responsible or recognized as an intermediary in this process.
SECTION 10 – APPLICABLE LAW AND JURISDICTION
This Customer Service and Return Policy is governed, interpreted and enforced exclusively in accordance with the Laws of the State of Wyoming, United StatesAny dispute, controversy or claim arising from the application of this agreement shall be subject to the exclusive jurisdiction of the competent courts of the State of Wyoming, USA.
