Politique de remboursement

Returns & Refund Policy

Effective date: August 1, 2026

At Reformesa, we want you to feel confident when purchasing Pilates equipment from us. Most products may be returned within 30 days of delivery, subject to the conditions below.

30-Day Return Window

You have 30 calendar days from the date your order is delivered to request a return.

Our 30-day return policy applies to eligible returns for:

Products that are no longer wanted or suitable
Products ordered by mistake
Products that do not fit the customer's available space
Damaged, defective, incomplete, or incorrect products

Returns are available for both full-price and sale items unless a product was clearly marked as final sale before purchase.

Return Eligibility

To qualify for a voluntary return, the product must be:

Unused and in its original condition
Free from damage, stains, scratches, odors, or signs of wear
Complete with all accessories, components, manuals, tools, and gifts originally supplied
Returned in its original protective packaging
Accompanied by the order number or other proof of purchase

Products may be opened for reasonable inspection. However, they must not show signs of use, modification, improper assembly, or installation damage.

For large equipment, including reformers, chairs, barrels, towers, and studio equipment, customers must keep the original boxes, pallet, protective foam, straps, and other packaging until they are satisfied with the order.

The original-packaging requirement applies to Reformesa's voluntary 30-day policy and does not limit any statutory consumer rights that may apply.

Free Return Shipping

Eligible returns are free. Reformesa provides:

A prepaid return shipping label or arranged carrier collection
No restocking fee
No return-processing fee

This applies to approved buyer-remorse returns as well as damaged, defective, incomplete, or incorrect orders.

Do not return an item using your own shipping method. Reformesa cannot reimburse unauthorized shipping expenses or accept responsibility for products returned without prior approval.

How to Start a Return

To request a return, contact:

Email: hello@reformesa.com
Phone: +971 56 183 1064

Please include:

Your full name
Order number
Product you wish to return
Reason for the return
Photographs or video when the product is damaged, defective, incomplete, or incorrect

A reason is not required when exercising a statutory right to cancel where applicable.

If your return is eligible, we will provide a return authorization and either email you a prepaid return label or arrange collection through a parcel or freight carrier.

Items returned without authorization may be refused or sent back to the customer.

Return Address

The correct return destination will be provided with your return authorization. Return destinations may vary depending on the product, package size, delivery country, and fulfillment location.

Do not send products to Reformesa's business address unless our support team specifically instructs you to do so.

Business address:
Reformesa (ESIM4HOLIDAY Limited Liability Company)
1007 N Orange St, 4th Floor #5521
Wilmington, DE 19801
United States

Returns are accepted by authorized carrier shipment or arranged collection only. In-person returns are not available.

Large and Heavy Equipment Returns

Large products may require freight collection. For approved returns of reformers and other oversized equipment:

Reformesa will arrange and pay for approved return transportation
The customer must safely repackage the product using its original packaging
All components and accessories must be secured for transport
The product must be made available at an accessible ground-level or curbside pickup location unless the carrier confirms another service
The customer must be present during the agreed collection window

In-home disassembly, packing, stair carry, lifting, removal, or installation services are not included.

Please do not refuse delivery or arrange an independent return without contacting Reformesa first. Unauthorized refusal may delay identification, inspection, and refund processing.

Damaged, Defective, Incomplete, or Incorrect Orders

Inspect your order as soon as it arrives. Contact hello@reformesa.com as soon as possible if:

The product arrives damaged
A component is missing
The item is defective
You receive the wrong product or variant
The delivered quantity is incorrect

Reporting visible freight damage within 48 hours helps us submit a carrier claim quickly. However, failure to report within 48 hours does not remove any statutory rights you may have.

Please keep the product and all packaging while the issue is reviewed. We may request photographs or video of the shipping box or pallet, shipping labels, exterior damage, internal packaging, the product and affected component, and serial numbers or product labels.

For approved damaged, defective, incomplete, or incorrect orders, Reformesa will provide an appropriate remedy at no cost to the customer. Depending on the circumstances, this may include replacement parts, repair assistance, product replacement, or return and full refund.

Original packaging is not required when damage makes it impossible to retain or safely reuse, but customers should keep it whenever reasonably possible.

Missing or Lost Deliveries

A package that is lost in transit or marked as delivered but not received is not treated as a standard return. Contact hello@reformesa.com so we can investigate with the carrier and arrange an appropriate resolution under our Shipping Policy.

Returning the Product

After receiving return authorization, the product must be handed to the approved carrier or made available for collection within 14 calendar days.

The product remains the customer's responsibility until it is collected or scanned by the authorized carrier. Keep the return receipt or collection confirmation until the refund is completed.

Refunds

Once the return has been delivered to the approved return facility, we will inspect it and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 10 business days after inspection. The refund will include the eligible product purchase price and applicable taxes paid on the refunded product. Free standard delivery has no amount to refund.

Optional expedited or express delivery charges are not refundable for buyer-remorse returns. Express delivery charges will be refunded when the order is canceled before dispatch, Reformesa sent the wrong item, the product arrived damaged, defective, or incomplete, or refund of the charge is required by applicable law.

Banks, credit-card issuers, and payment providers may require additional processing time before the refund appears in your account.

Contact hello@reformesa.com if more than 15 business days have passed since Reformesa confirmed that your refund was approved.

Refund Deductions

Reformesa does not charge a restocking fee or deduct approved return-shipping costs.

A deduction may be made only when legally permitted and when a returned product has lost value because it was used beyond reasonable inspection, was damaged after delivery, was assembled or disassembled improperly, is missing parts, accessories, manuals, or tools, was modified or altered, was returned without adequate packaging, or shows stains, odors, scratches, excessive wear, or other customer-caused damage.

We will explain and document any proposed deduction before completing the refund. No deduction will be made for damage, defects, missing components, or errors attributable to Reformesa or the carrier.

Exchanges

We do not currently offer direct exchanges for buyer-remorse returns. To obtain another model, color, size, or product: request a return for the original item, then place a separate order for the replacement item.

Damaged, defective, incomplete, or incorrect products may be replaced directly when appropriate.

Order Cancellations

Contact hello@reformesa.com as soon as possible to request cancellation. Orders canceled before dispatch will receive a full refund to the original payment method. We cannot guarantee cancellation after an order has entered processing or has been dispatched. Once dispatched, the order must be handled under this return policy.

Non-Returnable Products

The following are not eligible for voluntary buyer-remorse returns:

Custom-made, personalized, or specially ordered products
Gift cards
Products clearly marked as final sale before purchase
Replacement parts ordered for a specific repair after compatibility was confirmed
Opened hygiene-sensitive items, where return is restricted by applicable law
Products damaged through misuse, improper assembly, modification, neglect, commercial use, or unauthorized repair

These exclusions do not apply when the product arrives damaged, defective, incorrect, or fails to meet applicable consumer guarantees.

Sale Items

Sale and discounted products are eligible under the same 30-day return conditions unless they were clearly identified as final sale before checkout.

Warranty Claims After 30 Days

Returns requested more than 30 days after delivery are not covered by the voluntary return window. A product with a qualifying manufacturing defect may still be covered by the Reformesa Warranty Policy or applicable consumer law. Warranty coverage is separate from this return policy.

European Union and United Kingdom Customers

For eligible online purchases delivered to the European Union or United Kingdom, customers generally have a statutory right to cancel within 14 days after delivery without giving a reason. Reformesa's 30-day return policy provides a longer voluntary return period and does not replace or reduce statutory cancellation rights. Statutory rights concerning defective, misdescribed, or non-conforming products remain unaffected.

Australian Customers

Nothing in this policy excludes or limits rights available under the Australian Consumer Law. Australian customers may be entitled to a repair, replacement, refund, or another remedy when a product does not meet applicable consumer guarantees.

Your Statutory Rights

This policy is provided in addition to rights available under applicable consumer-protection law. Nothing in this policy is intended to exclude, restrict, or replace rights that cannot legally be excluded.

Contact Reformesa

For questions about returns or refunds, contact:

Reformesa (ESIM4HOLIDAY Limited Liability Company)
1007 N Orange St, 4th Floor #5521
Wilmington, DE 19801
United States