Refund policy
At Gymreformer, we are committed to providing you with high-quality Pilates reformers and related equipment, while ensuring a professional, secure, and satisfying shopping experience. Please read the following Return & Refund Policy carefully before placing your order.
1. Order Cancellation
Before Shipment
Orders may be canceled free of charge before they enter the shipping process. If the order has not yet been shipped, you are eligible for a full refund.
After Shipment
Once an order has entered the shipping process, tracking information has been generated, or the product has already been shipped, it can no longer be directly canceled. If cancellation is requested for personal reasons, the customer will be responsible for any shipping fees, interception fees, redelivery fees, warehousing fees, and other related logistics charges incurred.
2. 30-Day Return Policy
We offer a 30-day return policy. You may contact us within 30 days of receiving your product to request a return.
Return requests submitted after the 30-day period may not be accepted.
3. Refund Process
If you would like to request a return, please contact us within 30 days of receiving the product via our customer service email at service@gymreformer.com, and provide your order number along with the reason for the return.
Once your return request has been approved, we will provide you with detailed return instructions and the return address. After the returned product has been received and inspected, the refund will typically be processed within 5–8 business days.
Refunds will be issued to the original payment method used for the purchase. Actual processing times may vary depending on your payment provider or bank.
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.
To help us verify and resolve the issue as quickly as possible, please provide the following:
- Order number
- Clear photos of the product
- Photos of the outer packaging
- An unboxing video or a detailed description of the issue
Once verified, we will provide a reasonable solution based on the specific situation, including but not limited to sending replacement parts, exchanging the product, or issuing a refund. Any related costs confirmed to be caused by product quality issues or shipping damage will be covered by Gymreformer.
5. Returns for Non-Quality Reasons
If a return is requested for personal reasons, such as no longer needing the item, lack of space, change of mind, or subjective dissatisfaction, the customer will be responsible for the return shipping cost.
6. Situations Where Returns or Refunds Are Not Accepted
Returns or refunds are generally not accepted in the following situations:
- The product shows obvious signs of use, significant wear, or damage caused by the customer
- The returned product is missing its original packaging, parts, or accessories
7. Contact Us
If you have any questions about this Return & Refund Policy, or need assistance with returns, refunds, or after-sales support, please contact our customer service team:
📩 Email: service@gymreformer.com
📞 Phone: +1 816 553 7570
Thank you for choosing Gymreformer. We are always committed to providing you with a professional, reliable, and worry-free shopping experience.