Cancellations & Refunds

At Reformer Outlet, we understand that investing in Pilates equipment is an important decision. That’s why we offer a transparent and straightforward cancellation and refund policy. You may cancel your order at any time before it ships for a full refund, except for custom or made-to-order products (see details below).

For assistance, contact us via email at support@reformeroutlet.com or call us at (307) 333-9867.

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us immediately. If your order has not yet left our warehouse, we will process a full refund. Once the order is in transit, cancellations are no longer possible.

• Phone: (307) 333-9867
• Email: support@reformeroutlet.com

Cancellations of Custom Orders

Custom-built or made-to-order products cannot be canceled or refunded once the manufacturing process has begun. These items are built specifically for you, making cancellations or refunds impossible. If you are unsure whether your order falls into this category, please contact us before purchasing.

Refunds and Returns

We offer a 30-day return window from the date of delivery for eligible products. If your equipment is not the right fit, you may return it within this period for a refund, excluding custom or made-to-order items.

Important:

• Inspect your order immediately upon arrival.
• Report any damages within 5 business days of delivery.
• Return shipping costs are the customer’s responsibility.
• Payment transaction fees (ranging from 2.9% + $0.30 to 5.9% + $0.30) will be deducted from your refund.

If you wish to exchange a product, shipping costs for both return and new shipment will apply.

Shipping Times & Delays

Orders ship within 5–10 business days. Delivery times are based on supplier and carrier information. However, due to supply chain disruptions, delays may occur. While Reformer Outlet has no control over third-party logistics, we will keep you informed every step of the way.

By placing an order, you acknowledge:

• Shipping dates are estimates and may change.
• You cannot cancel or file a chargeback due to transit delays.

Damages & Claims

All damage claims must be reported within 5 business days of delivery. If damage is reported within this period:

• Take clear photos of the damaged item before using it.
• Email support@reformeroutlet.com with details.
• We will offer one of the following solutions:
  • Replacement parts
  • A discount to keep the item as-is
  • A full replacement if necessary

If damage is not reported within 5 business days:

• No refunds, replacements, or discounts will be issued.
• Replacement parts may be available for purchase.

Warranty Information

Warranty policies vary by manufacturer. Please refer to the individual product pages for warranty details. Damage upon arrival does not qualify as a warranty issue and must be reported within 30 days to be eligible for a claim.

Return Policy & Fees

Customers are responsible for return shipping costs unless otherwise specified. Reconsignment fees may apply if an order is returned due to incorrect customer information. Most items are covered under manufacturer warranties.

Promotions Including Multiple Items

If returning an item from a promotion that includes more than one item (for example, a Buy One, Get One Free promotion), all items included in the promotion must be returned in order to qualify for a full refund. If only part of the promotion is returned, you may be eligible for store credit or a replacement of the returned item only.

Chargebacks & Fraudulent Claims

We are committed to resolving customer concerns directly. Before filing a chargeback, please contact us so we can assist you.

Fraudulent chargebacks will be reported and pursued legally. Filing a false claim may result in legal action.

Contact Us

If you have any questions about this policy, please reach out:

• Email: support@reformeroutlet.com
• Phone: (307) 333-9867