Refund policy
At Gymreformer, we aim to provide every customer with a clear and worry-free shopping experience. To help you understand our order cancellation, return, and refund process, please carefully review the following policy before placing your order.
1. Order Cancellation
Before Shipment
If your order has not yet entered the shipping process, you may contact us to request a cancellation. Orders that have not been shipped are eligible for a full refund.
After Shipment
Once an order has been shipped, it generally cannot be canceled directly because Pilates equipment is considered oversized freight and shipping costs will already have been incurred.
If you request a cancellation for personal reasons after shipment, you will be responsible for the actual shipping costs already incurred.
2. 30-Day Return Policy
We offer a 30-day return policy.
You may contact our customer service team to request a return within 30 days of receiving your product.
To help us process your return smoothly, please keep the product, original packaging, and related accessories in good condition whenever possible.
3. Return Process
To request a return, please contact us within 30 days of receiving your product at service@gymreformer.com and provide:
- Your order number
- The reason for the return
Once your return request has been approved, we will provide the applicable return address and return instructions.
Refund Processing Time: 8 Days
Refunds will be issued to the original payment method used for the purchase. The actual time for the funds to appear in your account may vary depending on your bank or payment provider.
4. Defective or Shipping-Damaged Products
If the product you receive has a manufacturing defect, shipping damage, missing parts, or if you receive the wrong item, please contact us within 3 business days of delivery whenever possible so that we can verify the issue and assist you promptly.
To help us confirm the issue more efficiently, we recommend providing:
- Order number
- Clear photos showing the issue
- Photos of the outer packaging
- Unboxing video, if available
- A detailed description of the issue
After reviewing the situation, we will provide an appropriate solution based on the specific issue, including but not limited to replacement parts, product replacement, or a full refund.
5. Returns for Non-Quality Reasons
If the product itself has no quality issue but you would like to return it for personal reasons, such as:
- Changing your mind
- No longer needing the product
- Insufficient space at home
- The product not fully meeting your personal expectations
We will still do our best to assist you with the return.
As Pilates equipment is considered oversized freight, the customer will be responsible for the actual return shipping costs in such cases.
6. Situations Where Returns or Refunds May Not Be Accepted
To protect the condition and integrity of our products, return or refund requests may not be accepted in the following situations:
- The product shows obvious damage, significant wear, or loss of resale value due to improper use
- The product has been damaged due to unauthorized modification, disassembly, or improper operation
- The returned product is missing important parts, accessories, or necessary packaging
7. Contact Us
If you have any questions regarding returns, refunds, order cancellations, or after-sales support, please feel free to contact our customer service team:
Email: service@gymreformer.com
Phone: +1 816 553 7570
We will do our best to provide you with a timely, reasonable, and clear solution.
Thank you for choosing Gymreformer. We remain committed to providing you with a professional, reliable, and worry-free shopping experience.