Refund policy

Returns & Complaints

Last updated: December 2025

At Gymfit, we want to give you a safe, transparent, and seamless shopping experience. Below you will find all the important information about returns, exchanges, refunds, and complaints in accordance with our policies and applicable consumer law.

Do you have questions? Contact us at kontakt@gymfit.se or by phone +852 5193 4496.
Customer service: Mon–Fri, 07:30–16:30 (CET/CEST)

Right of withdrawal (14 days)

You have the right to cancel your purchase within 14 days of receiving your order, without stating any reason.

  • Sweden, Denmark, Finland, Germany, and the rest of the EU: Right of withdrawal in accordance with the EU Consumer Rights Directive 2011/83/EU and the respective country's consumer legislation.
  • Norway: Right of withdrawal under angrerettloven – the same 14-day period applies.

Always contact us before sending back an item – we use international warehouses and return addresses vary by product category.

Open purchase – 30 days

In addition to the statutory right of withdrawal, we offer 30-day open purchase for unused, unopened products in their original packaging. The customer is responsible for return shipping.

Conditions for an approved return

For a return to be approved, the product must be:

  • unused and in like-new condition
  • free from damage not caused during transport
  • in its original condition and preferably in its original packaging with tags still attached
  • free from stains, odors, signs of use, or wear

Items that cannot be returned

For hygiene and safety reasons, the following products cannot be returned:

  • swimwear and underwear (if the packaging has been opened)
  • personalized or custom-made products
  • digital products or downloads

Note: The right of withdrawal always applies to defective or incorrectly delivered items, regardless of the exceptions above.

How to make a return

Send an email to kontakt@gymfit.se with:

  • full name
  • order number
  • which products you wish to return
  • reason for return (optional, but helps us improve our service)

After we have received your request, we will send return instructions and the correct return address. Do not send the package to the sender address on the packaging.

Return address (after approval):
Sentuo Electronic Trading Co., Ltd.
Kaixuan International, No. 527, 56 Zhongyun Road, Zhongcun Street,
Panyu District, Guangzhou, China
Tel: +86 159 1747 0195

Deadline for sending the return

Once you have received the return instructions, you have 14 days to send the item back. The deadline is deemed met if the package is handed over to the carrier within these 14 days.

Return shipping cost

  • In the event of cancellation (you have changed your mind), the customer is responsible for return shipping.
  • For defective, damaged, or incorrect products, Gymfit covers the return shipping.
  • We do not accept parcels sent cash on delivery or collect on delivery.
  • No handling or restocking fees are charged.

Refunds

Once we have received and inspected your return, the refund will be processed within 14 days, via the same payment method used at purchase.

The refund may be withheld until we have received the item or until you have provided proof that the item has been returned. Standard shipping is free and is therefore not included in the refund.

Please note that after our payment has been issued, it may take an additional 2–5 banking days before the amount appears in your account, depending on your bank or payment provider.

Complaint rights

For a defective or incorrectly delivered item, the following complaint rights apply:

  • Sweden: 3 years (Consumer Sales Act 2022:260)
  • Norway: 5 years for goods intended to last significantly longer (angrerettloven / kjøpsloven)
  • Denmark, Finland, Germany, and the rest of the EU: At least 2 years (EU Directive 1999/44/EC)

Complaints must be made within a reasonable time after the defect is discovered.

Exchanges

Exchanges are accepted within 30 days, for example to change colour or size. For exchanges, the following applies:

  • The customer is responsible for return shipping for the original item.
  • The replacement product will be sent after the return has been received and approved.

Always contact us at kontakt@gymfit.se before sending an exchange.

Complaint – incorrect, damaged, or defective item

We inspect all products before dispatch. If you still receive a damaged, defective, or incorrect product, contact us as soon as possible at kontakt@gymfit.se with your order number and a description (preferably a photo) of the defect. Never return a defective item without our approval.

Depending on the situation, we offer:

  • replacement shipment
  • repair or corrective action
  • partial refund
  • full refund

For approved complaints, Gymfit covers the return shipping and the shipping for any replacement product.

Norwegian customers – customs & VAT

Norway is not a member of the EU. For orders delivered to Norway, the following applies:

  • Orders under 350 NOK are customs-free and delivered without additional charges.
  • Orders over 350 NOK may be subject to Norwegian import VAT (MVA 25%) and any customs duties upon clearance. These costs are paid by the customer upon delivery.
  • We inform you of this at checkout when placing the order.

Important – did you pay with Swish?

Refunds for approved returns are always made back to the Swish number (mobile number) used for the original purchase. This is a requirement under the Money Laundering Act and Swish's own terms – we cannot refund to another number or via another payment method.

Important to keep in mind:

  • You must still have the same mobile number linked to Swish that you used at the time of purchase.
  • If you have changed your number since the purchase, contact us and we will find a solution together.
  • Refunds via Swish are normally made within 14 days after the return is approved and appear directly in your account.

Important – did you pay with Klarna?

If you paid with Klarna, it is very important that you always contact us first before doing anything in the Klarna app.

If you start a return, open a case, or report a problem directly in the Klarna app without contacting us first, Klarna may automatically open a dispute case on the order. This unnecessarily delays the process for you and makes it harder for us to resolve your case quickly.

Here is how to do it correctly:

  1. Contact us at kontakt@gymfit.se and describe your case.
  2. Wait for our instructions – we will get back to you as soon as possible.
  3. Follow the return process above and send the item back according to our instructions.
  4. Refunds are made via Klarna once the return is approved – you do not need to do anything in the app.

Feel free to pause your Klarna invoice if you are waiting on a return, but do not open a dispute case. Contact us and we will help you directly.

Disputes & consumer complaint boards

If we cannot resolve a dispute by mutual agreement, you may contact:

We undertake to participate in dispute resolution proceedings before the above-mentioned boards.

Questions

Do you have questions about returns, exchanges, or refunds? Contact us at kontakt@gymfit.se or by phone +852 5193 4496.
Customer service: Mon–Fri, 07:30–16:30 (CET/CEST)