Refund policy

Returns & Complaints

Last updated: June 2026

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

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 withdraw from your purchase within 14 days of receiving your order, without giving any reason.

  • Sweden, Denmark, Finland, Germany and the rest of the EU: Right of withdrawal in accordance with EU Consumer Rights Directive 2011/83/EU and the respective country's consumer legislation.
  • Norway: Right of withdrawal in accordance with 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 days 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 new condition
  • free from damage not caused during transport
  • in original condition and preferably in the original packaging with labels attached
  • free from stains, odours, signs of use, or wear

Items that cannot be returned

For hygiene and safety reasons, the following products cannot be returned if the seal has been broken or the product has been used:

  • swimwear and underwear (if the packaging has been opened)
  • EMS products and accessories with direct skin contact (e.g. gel pads, electrodes, EMS belts, EMS shorts, and similar muscle-stimulation products) – for hygiene reasons, these cannot be returned if the seal has been broken or the product has been used against the skin
  • personal or custom-made products
  • digital products or downloads

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

How to make a return

Send an email to kontakt@gymfit.se with:

  • full name
  • order number
  • which products you want to return
  • reason for return (optional, but it 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

Time limit for sending the return

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

Return shipping cost

  • In case of withdrawal (you have changed your mind about the purchase), the customer pays the return shipping.
  • For defective, damaged, or incorrect products, Gymfit pays the return shipping.
  • We do not accept packages sent cash on delivery.
  • No handling or restocking fees are charged.

Refund

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

The refund may be withheld until we have received the item or until you have sent proof that the item has been returned. Any shipping cost paid at the time of purchase will be refunded in accordance with statutory withdrawal rights; selected express shipping beyond our standard option is not refunded.

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

Right to complain

In the event of 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 (kjøpsloven)
  • Denmark, Finland, Germany and the rest of the EU: At least 2 years (EU Directive 2019/771)

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

Exchanges

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

  • The customer pays the return shipping for the original item.
  • The replacement product is shipped 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 shipment. If you nevertheless receive a damaged, defective, or incorrect product – contact us as soon as possible at kontakt@gymfit.se with the order number and a description (preferably a photo) of the issue. 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 pays 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:

  • Norwegian import VAT (MVA 25%) may be added to your order. For low-value goods, the VAT is often handled directly at the time of purchase via the VOEC scheme, so no additional charges are added upon delivery.
  • For other orders, VAT and any customs clearance fees may be charged during customs clearance. These costs are paid by the customer.
  • We inform you of the applicable terms at checkout when placing an order.

Important – have you paid 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 completed within 14 days after the return is approved and appear directly in your account.

Important – have you paid with Klarna?

If you have 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.

Do this instead:

  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. The refund will be 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 for a return, but do not open a dispute case. Contact us and we will help you directly.

Dispute & 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)