Refunds and Exchanges for Businesses

Return policy of Firstbeat Products shall be as set forth below. Firstbeat shall not be liable for any costs and expenses related to Product returns, unless otherwise agreed in advance.

Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded on your original payment method or we will instruct you how to proceed. Please remember it can take some time for us and your bank or credit card company to process and post the refund too.

1) Firstbeat Products

At the moment we only sell to Business Customers through this Firstbeat Shop.

Business Customers
No return policy applies. Only Products that are damaged can be returned or exchanged within the period of 14 days after receiving the Products. If a Business Customer has not notified and returned the Products to Firstbeat within the period of 14 days after receiving the Products, Firstbeat does not accept any return. In case You have received a damaged Product You wish to return, please contact us for further instructions: orders@firstbeat.com

2) Firstbeat Services

For Firstbeat Services such as the Sports cloud software a "no return" policy applies to ordered license periods due to the nature of the services. The Services are subject to service specific terms and conditions, approved when purchasing the service.

Damaged Products

You shall inspect the delivery packet when picking up at the presence of a post-office or logistic operator employee. In the event that the packet has damaged, and the ordered Product(s) have damaged during the delivery, You shall immediately make a written reclamation at the post or logistic operator office. Thereafter, please contact our customer service (orders@firstbeat.com) for further instructions.

Firstbeat Wellness products:

Firstbeat shall be liable for defects or loss of Products during the shipment, subject to limitation of liability set forth in these Terms.  

In case the Product is damaged during mailing or shipping or the Product does not operate at the time of receiving of the Product You shall make a written reclamation to Firstbeat within 14 days from receiving the Product.

Risk of damage to or loss of Products shall pass to You when Firstbeat has delivered the Products to the address provided by You. The title to the Products (excluding any intellectual property rights) shall pass to You when Firstbeat has delivered the Products to the address provided by You and a valid payment of the Products has been carried out by You.

Upon confirmation from Firstbeat, Customer sends the defected products to Firstbeat following Firstbeat's instructions at Firstbeat’s cost. If the Product is returned pursuant to these Terms and any defect or loss of returned Product is caused during the return shipment, the Customer shall be liable for any such loss or damage occurred.

 

Refunds and Exchanges for Consumers

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at orders@firstbeat.com. Please note that returns will need to be sent to the following address: Yliopistonkatu 28 A, 2nd floor, 40100 Jyväskylä Finland.

If your return is accepted, we’ll send you instructions on how and where to send your package at your expense. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at orders@firstbeat.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at orders@firstbeat.com.