Refund policy
Policy Overview
Reformer Culture wants every customer to feel confident when investing in Pilates equipment. We carefully coordinate each order with our suppliers and shipping partners, and we are committed to making the return or exchange process clear, fair, and straightforward.
Please review this policy before placing your order, especially for large items delivered by freight.
Return & Exchange Eligibility
Eligible items may be returned when they are:
- New and unused
- In their original packaging
- Complete with all accessories, manuals, parts, and included materials
- Free from damage, wear, assembly marks, or signs of use
Items that have been assembled, installed, used, altered, or returned without their original packaging may not qualify for a return. All returns must receive authorization from Reformer Culture before being shipped.
We do not charge a restocking fee on approved returns.
Return Window
You may request a return within 30 days of the item’s confirmed delivery date. Return requests submitted after this period may not be accepted.
Once your return is authorized, we will provide instructions and a deadline for sending the item back. Returns shipped without authorization may be refused by the receiving facility.
Return Shipping Responsibility
For customer-initiated returns, including ordering the wrong model, changing your mind, or determining that the item does not fit your space, the customer is responsible for return shipping costs.
Reformer Culture can provide a prepaid return shipping label when available. The cost of the label will be deducted from the final refund.
Original shipping charges will be refunded for approved returns.
How to Start a Return or Exchange
To request a return authorization, email returns@reformerculture.com with your order number, the item you wish to return, and the reason for the request.
Please include photographs of the unopened or unused item, its packaging, and all included components. These images help us confirm eligibility and coordinate the return with the correct supplier facility.
Do not ship the item until you receive return authorization and complete shipping instructions from our team.
Damaged or Defective Items
Please inspect your order as soon as it arrives.
Visible freight damage must be noted on the delivery receipt before signing whenever possible. Damage involving freight or LTL deliveries must be reported within 48 hours of delivery.
Damage involving smaller packages delivered by UPS, FedEx, or another parcel carrier must be reported within 15 days of delivery.
Email returns@reformerculture.com with your order number, a description of the issue, and clear photographs of the item, packaging, shipping label, and damage. Keep all packaging materials until the claim is resolved.
For confirmed damage, defects, or incorrect items, Reformer Culture will cover the applicable return and replacement shipping costs.
Cancellations
Orders may be canceled for a full refund if the cancellation request is received before the order has shipped.
Once an order has shipped or entered the carrier’s possession, it cannot be canceled and must follow the standard return process. Return shipping costs may apply.
Refund Processing Time
Once the returned item is received and inspected, approved refunds will be processed within seven business days. Refunds are issued to the original payment method.
Your bank or credit card provider may require additional time to post the funds to your account.
Our Error vs. Customer-Initiated Returns
If you receive the wrong item, a defective product, or an item damaged during delivery, Reformer Culture will work with you to correct the issue and cover the necessary shipping costs.
For returns based on personal preference, space limitations, an incorrect selection, or a change of mind, the customer is responsible for return shipping.
Exchanges Process
To request an exchange, contact us within the 30-day return window. The original item must meet all return eligibility requirements.
Customers are responsible for the cost of returning the original item and shipping the replacement item. Any difference in product price will be charged or refunded as applicable.
Our Commitment to You
Purchasing a Pilates reformer is an important investment, and our team is here to support you throughout the process. We will communicate clearly, review every request fairly, and help resolve eligible return, exchange, damage, or delivery concerns as efficiently as possible.
