Returns
Returns and Refunds
We are committed to providing you with a pleasant shopping experience. If you are not satisfied with your purchase for any reason, we provide a flexible return and refund policy. Here is our detailed return and refund policy:
1. Return conditions
Return time: We provide a 30-day return period. You can apply for a return within 30 days from the date you received the product.
Product condition: The returned product must be new, unused, with tags and packaging intact, unwashed or unworn.
Items not accepted for return or exchange:
Promotional items or limited-time promotional items (subject to specific activity rules)
2. Return process
Apply for a return: If you decide to return the product, please contact us as soon as possible and provide the order number, product name and reason for return.
Obtaining a return authorization: Our customer service team will respond to you within 1-2 business days to confirm the return and provide a return authorization and address.
Packaged products: Please ensure that the returned product is well packaged, placed in the original packaging box, and attached with a return slip or related information.
Returns: You can choose any suitable courier to send the goods back to us, and the return costs will be borne by the customer, unless there is a quality problem with the goods.
Return confirmation: We will check the returned goods within 5 working days after receiving them, and refund or exchange them after confirming that they are correct.
3. Refund policy
Refund method: The refund will be returned to your original payment method. The specific time depends on the processing speed of the payment platform, and it will generally arrive within 5-10 working days.
Refund amount: Once your return is confirmed to be correct, we will refund the full amount of the goods, excluding return shipping costs, unless it is due to quality problems of the goods.
4. Return and exchange policy
If the goods you received have quality problems or do not match the goods you ordered, we provide free exchange service.
Please contact customer service and we will provide you with the return address and exchange instructions.
After receiving your return, we will send out the replacement goods of your choice within 5-7 working days.
5. Return costs
If the return is due to quality problems or wrong goods, we will bear the return shipping costs. If you return an item for personal reasons (e.g., the size is not right, change of mind, etc.), the return shipping fee is borne by the customer.
6. Special Circumstances
If the returned item is damaged or lost during transportation, it is recommended that you choose a shipping method with tracking function and keep the shipping number. We cannot provide refunds for returns without tracking function.
If you encounter any problems during the return process, please feel free to contact us. We will do our best to help you solve the problem.
7. Contact Us
If you have any questions or need help with the return and refund process, please contact our customer service department via email: service@gymatt.com.
Service hours: Monday to Friday: 8:30 am to 5:00 pm; Saturday and Sunday: 9:30 am to 5:00 pm.
We attach great importance to the shopping experience of every customer, thank you for your support!