Exchange and returns

For items ordered from the web shop and through distance sales

These instructions applies to Gymnastica Ltd.’s web store and distance sales. Please contact us for further information, if you would like to return an item bought from our shop on Fredrikinkatu or from a gymnastics event.

International exchanges and returns:

International shipping costs must be paid for by the customer for all return or exchange products unless the reason for the return or exchange is due to a product that is defective upon receipt. Sale/discounted and custom-made special order products cannot be returned or exchanged. Please contact info@gymnastica.fi for return or exchange approval and further instructions.

Domestic exchanges and returns:

When you want to exchange or return a product

We hope that you are always happy with the products you have ordered. Should you nevertheless want to return or exchange something, you can do so within 14 days from the date you received the package (postal receipt is valid proof). The customer has to inform us via e-mail tilaukset(at)gymnastica.fi or by phone (09) 366 6121 if he/she wishes to return a product, exchange a product for another or cancel an order. This information has to be given to us  14 days, the latest, after the customer has received the product. The customer pays the return shipping costs.

An exchange takes place after we have received your product. We are unable to offer refunds or exchanges on any products that have been purchased on other websites or from other retailers.

The quality of the return or exchange product:

An approved return or exchange of a product will be subject to the following requirements:

• The product must be undamaged, unused and in its original packaging.

• It is allowed to test the product, but not to use it.

• The product must be clean, free of stains, make-up, hair, perfume and the like.

• In-sew labels, hangtags, sealing and other product pieces must be on the product. The packaging must be intact. All forms of packaging material and product accessories must be returned with the product.

• No part of the product should be missing.

• Receipt, as a valid proof of purchase, must always be presented together with a return or exchange product.

The following products cannot be returned or exchanged:

• Bra and underpants, which due to their intimate nature cannot be returned for resale.

• Socks, tights or the like, due to their nature cannot be returned for resale.

• Hair accessories, due to their nature, cannot be returned for resale.

• Ribbons, due to their nature, cannot be returned for resale.

• Adhesive products e.g. decoration and sports tape, which due to their nature, cannot be returned for resale.

• Special order and quote requested products, i.e. products made according to the consumer’s wishes.

Procedure for return/exchange:

•  Inform us via e-mail tilaukset(at)gymnastica.fi or by phone (09) 366 6121 that you wish to return a product, exchange a product for another or cancel an order. This information has to be given to us  14 days, the latest, after you have received the product.
• Pack the product well in the same packaging as it came in, or use your own packaging/box. The product should be carefullt packed in the same way as it was packed when you received it, to avoid damage during the shipping. The customer is responsable for any damage caused by irresponsible packing.
• Return the product to Gymnastica, Fredrikinkatu 22, 00120 Helsinki.
•  Attach Post Office’s dispatch note on the package.
• Small returns should be returned by Post Office’s Registered Letter service and bigger returns by Post Office’s Post Package 16 service.

•  Submit the return to your nearest Post Office. Keep Post Office’s receipt and dispatch note in safe place for at least 3 months as a proof of postage.
• The customer pays the return shipping costs.
• Include your IBAN account number, so that the refund can be made to the correct account.
• Original receipt or copy of the original receipt and sender’s contact information should always be submitted together with the return or exchange.
• You can also return the product, which you have ordered online, directly to our store in Helsinki.

Complaint

Gymnastica is responsible of the product until the customer has received it. Before the package is sent both the product and the package is examined by our staff. If anything in your order after all proves to be defective, please contact us immediately by e-mail info(at)gymnastica.fi or phone (09) 6121 366. We request that the customer checks always the products immediately after receipt of the delivery. The complaint should be made within a reasonable time after the customer has discovered the defect or should have discovered it.

We accept complaints of defective products if defects are discovered within 6 months from the date you received the product.

We will accept returns and exchanges of the products that meet the criteria below:

When a complaint is made an investigation of the return product will be made in order to determine the nature of the problem. In some cases, we also send the return product to the manufacturer for further investigation. After the claim of a return product has been approved, a faultless product or a new product will be sent to you. We are of course for all shipping costs. If the complaint is unfounded and therefore not approved send the item back to you and you will be charged shipping costs.

We are not responsible for errors due to

• Normal wear and tear of the goods or part of the goods

• Improper handling of the product

• Failure to follow instructions for use or maintenance instructions

• Accident occurring after the products have been delivered

Refund

Refund of return or exchange product will be made within 14 days. The date is counted from the date when we receive your return/exchange or have approved your claim. Refund will be made to your bank account. IBAN bank account number and BIC code should always be submitted so that we can make the refund correctly.