Return policy

General rules

We want you to be fully satisfied with every item that you purchase online from Reima. If you are not satisfied with an item that you have purchased, you may return the item within 14 days for a full refund of the purchase price, minus possible shipping, handling or other charges. You have the right to return your order within 14 calendar days after receiving the order.

All items must be unworn, unwashed, undamaged and in their original packaging, with all its accessories and all packaged components.

How to return your shipment

Right to a free return

In order to make a return as easy as possible, we explain in a few steps how you can send items back to us at no cost for orders from Czech Republic, Estonia, Latvia and Lithuania.

  1. Prepare the return: Fill out the physical return form found inside the package. Please fill in the appropriate reason code for your return, according to the instructions from the form. This will help us improve our products and services in the future.
    Put the return form inside the package, together with the items you want to return. Please use the original packaging if possible, or you can also use another suitable packing with sufficient protection of your choosing.

  2. Return label:

    Czech Republic: Go to the return portal to print out your pre-paid return:
    Click here to print the label 

    and fill in the required fields and download your pre-paid return label. Print the return label and attach it onto the package. Cut off the lower part of the return label, as a proof of your return. This part also contains the tracking number, which you can use to track your return.

    Please note that due to the technical specifications of the system the DHL return label can only be accepted at the postal office earliest on the next day after you have printed the prepaid return label.

    Estonia, Latvia, Lithuania:

    To register your return, please go to the Itella return portal. A return number may be found on a label which was included in your parcel: use the number situated at the bottom part of the return label and enter it to the Itella portal without the brackets. After registering your return, you will receive a code to open the Itella parcel locker.

    Itella Estonia: https://itella.ee/en/how-to-return-your-parcel/

    Itella Latvia: https://itella.lv/en/how-to-return-your-parcel/

    Itella Lithuania: https://itella.lt/en/how-to-return-parcel/

  3. Shipping the return: Deliver the package to the nearest outlet of the following partners:
    Estonia: Itella
    Latvia: Itella
    Lithuania: Itella
    Czech Republic: Česká pošta

  4. Confirmation: You will receive a return confirmation email with all the items that will be credited to your account.

In case you have any difficulties in making your return, please contact our Customer Service customerservice@reima.com (Phone: (+358) 9 427 20 908). We will be happy to help you.

When do free returns not apply?

As stated in our Terms and Conditions, customers from countries other than those mentioned above are responsible for the return process and its costs and arrangements themselves.

In this case, please follow these instructions:

You have to accommodate the costs and arrangements of the returning by yourself.

  1. Prepare the return: Fill in the return form and, together with the item(s) to be returned, pack it into the original shipping package (box or bag) or other package of your choice.
  2. Shipping the return: Choose the delivery service you prefer (for example, take your parcel to your nearest post office) and send the package back to us. If you have received two shipments for one order and want to return items from both shipments, please also return them separately by using their own return label.
    Please notice you are responsible for the entire return process (insurance, fees, tracking code). The return time depends on the delivery service you have chosen. Remember to collect a return shipment receipt from your local service provider, when handing the return shipment over. We recommend you retain your proof of return until you receive your refund.

    The return address:
    Reima Ecom C/O
    Prime Cargo Poland Sp. z o.o.
    ul. Prosta 16
    72-100 Łozienica
     
  3. Confirmation: You will receive a return confirmation email with all the items that will be credited to your account.

Money refund

We will issue the refund according to the payment method you chose for paying your order (card payment or PayPal) and to the same account from which you paid the order. After we have received your return at the warehouse, we will process your return as soon as possible, no later than within 14 days. Please notice that it may take up to 7 business days for refunds to appear on your account statement. Please keep the tracking number of your return until you receive a refund.

Claims

If the product you have received from our online store is defective, doesn’t correspond to the one you have ordered, or if your delivery is incomplete or damaged in transportation, please contact Reima’s customer service. Please note that we do not compensate for normal wear and tear of the product or for defects due to improper handling or neglect of care, such as:

Damage caused by excessive soaking / improper washing

Natural wear and tear of the product during use or breakage due to an external factor (cut / tear)

In the warranty conditions, we comply with the Consumer Protection Act. For repairs, we can send patches or new footloops to repair the Reima product that has been in use for less than a year.

In order to process a complaint, we usually need the following information from you:
- Order number
- Article number (photo of a care label)
- Photos of the damage

Exchange

Unfortunately, we don’t offer exchanges. If you wish to order another model or size, please return the purchased item and order the new item online yourself. We will refund your money for the first purchase as soon as we receive the parcel.