Warranty, repairs & product support

Warranty

Lymed Oy will assist you in all warranty matters if necessary. Lymed Oy is liable for the products’ statutory liability for defects when the product warranty has expired, or the warranty has not been granted.

The warranty is determined by the warranty conditions specified by the manufacturer of the product you purchased. You are obliged to read the operating instructions supplied with the product before using the product. Lymed products have a four (4) month warranty. The warranty covers defects in material and workmanship. The products manufactured by Lymed Oy have a six (6) month pressure guarantee.

If your product is broken during the warranty period and the product has been used in accordance with the warranty conditions, we will be happy to repair the product! Warranty repairs are always made in accordance with Lymed Oy’s warranty conditions. Contact Lymed Oy’s customer service or, if you have purchased our product from another retail point, the dealer who served you.

Terms of Warranty

Lymed Oy’s liability is limited only to such errors that occur in normal use when the product is used correctly in the conditions of use considered normal. The warranty does not cover physically damaged products or defects due to improper handling. Defects in the product are not covered by the warranty if they have occurred during the transport or transfer of the product.

The warranty does not cover defects resulting from incorrect, incomplete, or negligent storage, repair, or alteration of the product. The warranty also does not cover defects caused using a defective or unsuitable other product at the same time as the products sold by Lymed Oy, accident or normal wear and tear during use.

Minor defects that are not relevant to the operation of the product are not covered by the warranty. The warranty does not extend to defects, the cause of which is difficult to determine due to incorrect or incomplete explanations provided by the customer describing the occurrence of the defect.

Warranty repair does not extend the original warranty period of the product. The warranty only applies to the features and parts of the product at the time of purchase. The warranty does not cover any part or feature of the product. The warranty on a part or feature removed from the product expires upon removal.

Opening, repairing, or changing the covered products elsewhere than by Lymed Oy will cause the warranty to expire immediately. The warranty is limited to the repair of defects found in the product during the warranty period and therefore does not cover any indirect or consequential damages to the customer. The warranty does not cover problems due to incompatibilities between different products or products from other manufacturers.

Product complaints

We are also prepared for the fact that things do not always go as planned. You have the right to get to know the product for 14 days. We recommend that you take care of the product and the accessories, instructions and, of course, the product packaging that come with it until you have decided to keep the product. The buyer is legally liable for impairment if he has taken the product into use. If you notice something exceptional in your product within 14 days, you can get started by filling in the complaint form in the material bank of our website (Finnish customers). If necessary, our staff will assist you in clarifying matters either by e-mail at info [a] lymed.fi or by phone at +358 20 779 2233.

The customer is obliged to present a proof of purchase, receipt or other proof of the place and time of purchase in connection with the return or when claiming a defect in the goods. Complaints will only be processed in writing. A free-form complaint can be submitted either by e-mail to info (a) lymed.fi or by letter to our postal address. The website has the possibility to use the complaint form made for claiming the product.

Complaints personnel work directly under the management team. If necessary, the staff consults with the management in handling the complaint sent by the customer. Store staff do not handle complaints.

Settlement of Disputes and Jurisdiction: The Consumer Customer has the right to submit disputes arising from this agreement to the Consumer Disputes Board (www.kuluttajariita.fi). Before taking the matter to the Consumer Disputes Board, the consumer must contact the Consumer Advice of the Local Register Office (www.kuluttajaneuvonta.fi). The customer may file an action against Lymed Oy for disputes arising from the contractual relationship, either in the district court of Lymed Oy’s domicile or in the district court of the place in Finland in whose jurisdiction he or she resides. If the Customer is not domiciled in Finland, disputes will be handled in the district court of Lymed Oy’s domicile.

Right to return products

The customer has the right under the Consumer Protection Act to cancel his order or part of the order within fourteen days of receiving the order. The returned product must be faultless, unused and in its original packaging. Please note that used Lymed and Solidea products cannot be returned and custom work does not have the right to exchange and return.

Lymed Oy grants a 14-day return policy for standard-size Lymed products and products resold by it, if the product does not differ from the basic model according to the catalogue (with stock colors and solutions), and is in similar condition when returned, and the product is purchased directly from Lymed Oy’s store or online store. Please fit the products on top of your underwear first, protecting the product until you decide to keep it.

Restrictions on the right of return are determined in accordance with Chapter 6, Section 16 of the Consumer Protection Act.

Before returning the product, contact Lymed Oy’s customer service. Lymed Oy is responsible for return costs in the event of a complaint when the return has been made in accordance with its instructions. The buyer is responsible for exchange and return costs in cases other than product complaints.

The returned product must also be unused, the sales package and its contents as well as the product labels must be kept. If these are not met or the product contains stains or pet hair, for example, we cannot accept a refund. In other words, you can try the product the same way you would try it in a store, but you cannot use it. If the product has been tried in a way other than described above, we will consider it used, which means that when you cancel the transaction you will only get back part of the purchase amount or no refund at all, depending on the transaction value of the product. You have the right to familiarize yourself with the product for 14 days.

We recommend that you take care of the product and the accessories, instructions and, of course, the product packaging that come with it until you have decided to keep the product. The buyer is legally liable for impairment if he has taken the product into use.

What to do if you want to change or return a product:

Always return the product in its original packaging. The packaging is product-specific and contains pictures / texts / instructions explaining the operation of the product and protects sensitive products. Original packaging does not mean transport packaging, which is not product-specific and whose sole function is to protect the product during transport.

Non-returnable products

The right of return does not apply to products that are manufactured or modified according to the customer’s wishes (for example, custom-made products or ordering a standard-size product in a color other than stock color).

In accordance with the Consumer Protection Act, service products do not have the right of withdrawal if the service has been performed in full or after the customer has given consent to start delivery and if the absence of the right of withdrawal has been announced in advance.

This applies, for example (but not exclusively), to situations where the customer to whom the product has been ordered dies during the start of delivery or changes or cancellations are desired to the order, even though delivery of the product has already begun.

Hygiene and intimate products do not have a right of return after opening the package, as the product is not returnable for sale due to its nature.

Hygiene products include:

  • Adhesive coated products (eg Scarban product family)
  • Pressure and compression garments in standard sizes

Repairs

Lymed Oy offers repair services for its products. Repairs are always made in accordance with Lymed Oy’s terms. Lymed reserves the right not to make repairs if the safe use of the product is compromised if the original use changes or if the cost of the repair exceeds the price of the new product. Lymed may also refuse repair if the product to be repaired is exceptionally worn and the repair does not improve the quality of use of the product.

When repairing the product, solutions that differ from the original model may become part of the product, e.g. the number of seams may increase. Any inconvenience caused by the changes is the responsibility of the person making the repair.

Each repair and its cost are assessed on a case-by-case basis. You can find an indicative repair price list in our data bank (Finnish customers, Finnish Lymed site). As a rule, Lymed Oy does not make any repairs other than those specified in the relevant price list, and no repairs are made to products other than Lymed Oy. The price estimates given in the repair price list are non-binding and indicative. You can also contact our customer service either by phone +35820 779 2233 or by e-mail info (a) lymed.fi if you want us to estimate the repair costs of your product before delivering it to us.

As a rule, Lymed Oy does not make any repairs other than those specified in the price list, and no repairs are made to products other than Lymed Oy’s products. Exceptions will be assessed on a case-by-case basis. If in doubt as to whether the repair is covered by the warranty, please contact Lymed or your Lymed dealer for return instructions.

How do I send my product for repair?

Always contact Lymed Oy’s customer service first or, if you have purchased our product from another retail point, the dealer who served you.

Products should always be washed (machine upside down) and dry when shipped for repair. Lymed Oy reserves the right to wash the product again if the product has visible e.g. dandruff or stains.

Our production cannot handle unwashed or incompletely washed products. Lymed Oy charges a cleaning fee for the washing of the product, if it deems the washing necessary even though the sender of the product has stated that he has washed the product in connection with the repair shipment.

According to the product, the form for repair must be filled in, which is available from our data bank (www.lymed.fi/aineistopankki). If you want to send details of the repair to us electronically to info (a) lymed.fi before the product arrives for repair, you must state which order the repair sent is from. If necessary, new measurements may be sent accompanied by pictures or drawings (depending on the repair product). The product must be identifiable from the label attached to the product.

When returning the product, it must be marked with a section requiring repair if it is not clearly visible from the product. You can also tell us what you want from a product repair. We will contact you before making any repairs if you wish.

Send the products to us as you choose. The shipping costs of the product are the responsibility of the sender (please see the rules on how to send). We always recommend sending the products with the tracking code service and requesting a receipt for the shipment from the service to which you leave your product for transport.

Returning the products to the customer

Repairs are generally made within five business days of the product arriving at Lymed. If our production is full of orders, it may potentially affect the speed with which repairs are processed.

Finished repairs will be sent back by mail (unless the customer requests otherwise), which may affect the arrival time of the repaired product.

If desired, the repair can also be picked up from Lymed Oy’s store in Tampere after completion.