Refund policy

Exchanges, Returns and Cancellations Policy

 

1. Commitment to the Customer

Ensuring the satisfaction and well-being of our customers is part of Gymnos’s mission. We strive to ensure that our relationship with our customers is based on trust, transparency and respect for consumer rights.

These General Terms and Conditions set out the rights and obligations of the parties in relation to sales made via the website www.gymnos.pt. 

 

2. Returns

2.1) The Customer has the right of withdrawal and may exercise this right without giving any reason within 14 days of the date of receipt of the items, in accordance with current legislation.

2.2) The Customer is responsible for paying all costs associated with returning the items.

2.3) To make a return, the Customer must:

  • Notify Gymnos by email (info@gymnos.pt) or by telephone on +351 918 928 728 (call to national mobile network), or return the item in person at the Gymnos warehouse in Vila Nova de Gaia.
  • Return the item in full, in the same condition as it was received, with no signs of misuse, in the original packaging, accompanied by the instruction manual and all accessories.

2.4) In the case of promotional offers, the return policy applies to all goods included in the offer.

2.5) Gymnos will refund the total value of the items and delivery costs within a maximum of 14 days from receipt of the returned items.

2.6) The refund will be made via the same payment method used for the purchase, unless expressly agreed otherwise, and at no additional cost to the Customer.

2.7) Gymnos may withhold the refund until the returned item has been received.

2.8) Returns are not accepted for:

  • Items that have been personalised or made to the Customer’s specifications;
  • Items that do not meet the condition requirements described above.


3. Exchanges

3.1) Purchased items may be exchanged within a maximum of 14 days of receipt, in the following situations:

  • Manufacturing defect;
  • Incorrect size.

3.2) In the event of a manufacturing defect, the Customer must notify Gymnos in writing, attaching proof of purchase and detailed photographs of the problem, as soon as it is detected. Following an assessment, Gymnos will provide all necessary instructions to resolve the situation.

3.3) Natural wear and tear of consumable or heavy-duty products, such as shoes, clothing, rhythmic gymnastics equipment and various accessories, resulting from normal use during physical activity, is not considered a manufacturing defect.

3.4) The item to be exchanged must be returned in the same condition as it was received, showing no signs of misuse, in its original packaging, accompanied by the instruction manual and all accessories.

3.5) In the event of an exchange for reasons not related to a manufacturing defect (such as size, colour or preference), the return postage costs shall be borne by the Customer. Upon receipt and validation of the returned item, Gymnos will dispatch the new item. For deliveries to mainland Portugal, Gymnos will cover the cost of the replacement dispatch. For deliveries to the islands (the Azores and Madeira) or to other countries, the costs of the replacement dispatch will be borne by the Customer.

3.6) In the case of items with manufacturing defects or shipping errors, Gymnos will provide the necessary instructions to resolve the situation.

3.7) If the items to be exchanged are not in stock, the Customer may:

  • Exchange them for another item of equal or greater value, paying the difference;
  • Wait for the item to be restocked.

3.8) For defects occurring during transport, the Customer must:

  • Report the situation immediately to the carrier;
  • Inform Gymnos within a maximum of 2 days of receiving the order.

 

4. Cancellation of Deliveries

Gymnos reserves the right to cancel orders in exceptional cases, including:

  • Failure to pay within a maximum of 3 days;
  • Incorrect or incomplete details provided by the Customer.

In this case:
a) Gymnos will send a notification by email;
b) The Customer may provide or correct the details;
c) If there is no response, the purchase will be cancelled.

 

5. Alternative Dispute Resolution for Consumer Disputes (ADR)

Gymnos is a member of the Porto Consumer Information and Arbitration Centre, in accordance with Law No. 144/2015 of 8 September.