Refund policy

Last updated: 10 September 2026

We offer a 30-day returns period for eligible products. This voluntary returns period is additional to any cancellation, refund or other consumer rights provided by applicable law.

All returns must be requested through the GymPin returns service before anything is posted:

https://gym-pin.co.uk/apps/gympin-returns

Do not send products to our registered office. We will provide the correct return address and instructions after reviewing your request.

Starting a return

You must request a return within 30 days of receiving your order unless a longer period is required by applicable law.

Please provide:

  • your order number;

  • the reason for the return;

  • details of the product being returned; and

  • clear photographs where a product is damaged, faulty, incorrect or incomplete.

Products sent without prior authorisation or to an address other than the one provided may be delayed, refused where legally permitted or returned to the sender.

United Kingdom cancellation rights

If you are a UK consumer buying online, you normally have 14 days from the day after delivery to tell us that you wish to cancel an eligible order without giving a reason.

If an order is delivered in separate shipments, the cancellation period normally begins on the day after you receive the final item.

After notifying us of your decision to cancel, you normally have a further 14 days to return the eligible goods.

For a valid statutory cancellation, we will refund the eligible amount paid using the original payment method. This includes the cost of the least expensive standard outbound delivery service offered by GymPin where required by law. Any additional amount paid for an upgraded or premium delivery service is not refundable.

Legal exceptions may apply to certain personalised, made-to-order or sealed hygiene-sensitive products.

GymPin’s 30-day goodwill returns period

In addition to applicable statutory rights, GymPin accepts return requests for eligible non-faulty, change-of-mind products within 30 days of delivery.

Outside the statutory cancellation period, our voluntary returns policy applies only where products are unused, unworn, complete, resaleable and returned with all supplied parts, accessories and, wherever reasonably possible, their original packaging.

Original outbound delivery charges are not refunded under our voluntary goodwill policy unless GymPin agrees otherwise or applicable law requires a refund.

Return condition and packaging

You are responsible for taking reasonable care of products while they are in your possession and while they are being returned.

Products should be returned with all supplied parts, pins, fittings, accessories and documentation. Use protective packaging suitable for the product’s size and weight, and retain proof of posting and tracking.

Original packaging should be retained and used where reasonably necessary to protect the product during return transit.

United Kingdom orders

UK customers may inspect products as they reasonably could in a shop.

If handling beyond what is reasonably necessary to establish a product’s nature, characteristics and functionality has reduced its value, GymPin may make a lawful deduction from the refund to reflect the actual reduction in value.

Any deduction will be assessed individually. It will not be imposed automatically simply because a product has been opened or returned.

United States orders

Eligible US change-of-mind returns may be subject to a restocking fee of up to 15% of the product purchase price.

A restocking fee may apply where the returned product requires inspection, cleaning, repackaging or reconditioning, or where use, damage, alteration, missing components or missing packaging has reduced its resale value.

The amount will be assessed individually against the condition of the returned product and will not automatically be 15%.

This policy is subject to any applicable state or federal consumer rights.

Other international orders

Returns from other countries are handled in accordance with this policy and any mandatory consumer rights applying in the customer’s jurisdiction.

Where applicable law permits, GymPin may reduce a refund to reflect damage, unreasonable handling, missing components or another demonstrable reduction in the product’s value.

Return shipping costs

Customers are responsible for the direct cost of returning non-faulty change-of-mind products unless GymPin agrees otherwise or applicable law requires GymPin to pay.

GymPin does not provide free change-of-mind returns.

Where a product is faulty, damaged on arrival, incorrectly supplied or not as described, GymPin will arrange or reimburse reasonable return costs where legally responsible.

Faulty, damaged, incorrect or misdescribed products

Please inspect your order promptly after delivery.

If a product is faulty, damaged on arrival, incorrect, incomplete or materially different from its description, contact us promptly through the returns service. Include your order number and clear photographs wherever possible.

Your rights under the Consumer Rights Act 2015 and other applicable consumer law are not affected.

Depending on the circumstances, timing and applicable law, you may be entitled to reject the product or receive a repair, replacement, price reduction or refund.

No restocking fee or diminished-value deduction will apply because a product is faulty, damaged on arrival, incorrectly supplied or not as described.

Damage resulting from misuse, unauthorised modification, incorrect assembly, forcing an incompatible component, exceeding a stated product or equipment limit, accidental damage after delivery or ordinary wear and tear is not treated as an inherent product fault.

Sale and B-Grade products

Products purchased in a sale retain the same statutory rights as products purchased at full price.

B-Grade products may have specifically disclosed cosmetic imperfections. A disclosed cosmetic imperfection will not, by itself, make the product faulty or not as described.

This does not affect your rights where a sale or B-Grade product has an undisclosed fault, is unsafe, is incorrectly supplied or does not match its description.

Any additional limitations applying to voluntary change-of-mind returns will be clearly disclosed before purchase and will not restrict rights provided by applicable law.

Products excluded from change-of-mind returns

The following products may be excluded from change-of-mind returns where an applicable legal exception or clearly disclosed policy condition permits:

  • products made to the customer’s specification or clearly personalised;

  • gift cards and other non-returnable digital value;

  • sealed hygiene-sensitive products after their seal has been broken; and

  • products damaged, altered, incomplete or used beyond reasonable inspection, except where applicable law instead requires a reduced refund.

These exclusions do not remove your rights where a product is faulty, incorrectly supplied or not as described.

Exchanges

We do not process direct exchanges.

To obtain a different product, size or option, return the eligible unwanted product through the normal returns process and place a new order.

The new order will be charged separately and will not depend on the timing or approval of the original return.

Refused deliveries and returned shipments

A shipment may be returned to GymPin because of:

  • failed delivery attempts;

  • refusal by the recipient;

  • an incorrect or incomplete customer-supplied address;

  • failure to collect the shipment; or

  • failure to pay applicable destination import charges.

Once the shipment has returned and been inspected, we will calculate any refund due.

Where legally permitted, actual outbound delivery costs, carrier return charges, customs charges and other direct costs caused by the failed delivery may be deducted from the refund.

Refusing delivery does not necessarily constitute a valid cancellation. Customers should notify GymPin clearly if they wish to exercise a cancellation right.

This provision does not restrict remedies where GymPin supplied faulty, damaged, incorrect or misdescribed products.

International VAT, duties and customs charges

Unless checkout expressly states otherwise, recipients outside the United Kingdom may be responsible for local import VAT, duties, customs-clearance fees and carrier handling charges.

These charges are imposed and collected by third parties and are not payments made to GymPin. GymPin cannot refund charges paid directly to customs authorities, tax authorities or carriers.

Refusing a shipment or declining to pay destination import charges does not automatically cancel the order or remove the resulting carrier costs.

Refund assessment and timing

We will notify you after receiving and inspecting the returned product.

If a diminished-value deduction, US restocking fee or other permitted deduction applies, we will explain the reason and amount when notifying you of the return outcome.

Approved refunds will be issued to the original payment method.

For UK statutory cancellations, refunds will be made within the applicable legal period. We may withhold the refund until the goods have been returned or you provide evidence that they have been sent back, whichever occurs first.

Refunds relating to faulty or non-conforming products will be made without undue delay and within any timeframe required by applicable law.

Banks and payment providers may require additional time to display a refund after GymPin has processed it. If 15 business days have passed since receiving our refund confirmation, please contact us.

Contact

For returns and refunds enquiries:

Email: hello@gym-pin.co.uk

Returns service:

https://gym-pin.co.uk/apps/gympin-returns

GymPin (UK) Ltd
Unit 3 The Marina
Furness Vale
SK23 7QA
United Kingdom

Company number: 13075886

The registered office above is not our returns address. Please use the GymPin returns service and wait for the correct return instructions before posting anything.

Nothing in this policy limits or excludes consumer rights that cannot lawfully be limited or excluded.