Refund policy

Studio Reformers Return, Refusal & Cancellation Policy

At Studio Reformers, we’re committed to providing high-quality Pilates reformers and equipment and ensuring you have a great shopping experience. Please review our return, refusal, and cancellation policy below before placing your order.

1. Order Cancellation

1.1 Before Shipment

You may cancel your order free of charge anytime before it has been shipped.

1.2 After Shipment

Once an order has been shipped, cancellation terms depend on the reason:

If the cancellation is due to Studio Reformers’ reasons (such as a fulfillment issue or shipment problem caused by us), we will cancel the order with no cancellation fee and issue a refund accordingly.
If the cancellation is due to customer reasons (such as change of mind, ordered by mistake, no longer needed), the refund will be subject to a 15% cancellation/handling fee, and any shipping or delivery costs already incurred may be deducted if non-refundable.

Please note: shipping carriers may not refund shipping costs once a shipment has been dispatched.

1.3 Custom Orders

Custom or personalized orders cannot be canceled once confirmed due to the special nature of these products.

2. Return Authorization Required (Approval Required)

All returns must be approved in advance by Studio Reformers.

To request a return authorization, please contact us at support@studioreformers.com within the return window and provide:

Your order number
The reason for return
Product photos (and/or videos if needed)

Returns sent without approval may be refused and may not be eligible for a refund.

3. Return Timeframe

Return requests must be submitted within 30 days of delivery. Requests made after 30 days will not be accepted.

4. Return Eligibility & Conditions

To qualify for a return, items must be:

New, unused, and undamaged
In the original packaging
Returned with all accessories, parts, and manuals included

Items that are used, damaged, missing parts, or not in original packaging may be rejected or may not qualify for a full refund.

Custom or personalized items are non-returnable.

5. Return Shipping Costs

Customer-initiated returns: customers are responsible for the return shipping cost.
Returns due to confirmed product quality issues: Studio Reformers will cover return shipping costs and provide a replacement or refund as appropriate.

6. Refused Delivery (Package Is Correct & Not Defective)

If a customer refuses delivery (including refusing to sign, rejecting the shipment, or failing to accept delivery) and the package is confirmed to be correct and not defective, it will be treated as a customer-initiated cancellation/return.

In this situation:

The order will be canceled once the shipment is returned to us or confirmed as refused.
A 20% refusal handling fee will be deducted from the refund.
Any shipping, delivery, or return shipping costs already incurred may also be deducted if non-refundable.

7. Refund Process

Once your return is approved, we will provide return instructions and the return address. After we receive and inspect the returned item(s), refunds will be processed within 10 business days and issued to the original payment method used at checkout.

8. Non-Returnable Items

For health and hygiene reasons, the following items are non-returnable and non-refundable:

Opened seat cushions, springs, and other accessories
Customized or personalized items

9. Exchange Policy

If you receive a damaged or incorrect product, please contact us immediately. We will offer a free exchange after verification.

Exchange requests must be submitted within 30 days of delivery.

10. Important Notes

Please use a trackable shipping service for returns. Studio Reformers is not responsible for lost or damaged return packages.
Refunds are issued only after the product is received and inspected.
Original shipping charges may be non-refundable depending on the carrier and shipping status.