Return and Refund Policy

At Reformer Outlet, we understand that investing in Pilates equipment is a significant decision. Our goal is to make cancellations and returns as clear and straightforward as possible. All policies follow the manufacturer’s terms, including brand-specific return windows and product eligibility.

Cancellations & Refunds

Orders may be canceled before shipment, except for custom or made-to-order products. Once an order has entered processing at the brand warehouse, cancellations are not guaranteed.

Cancellations by Brand

Elina Pilates

Orders may be canceled for a full refund only if they have not entered processing. Processing may begin within 24 hours. To request a cancellation, contact us immediately at support@reformeroutlet.com.

Core Collab

Orders may be canceled before they enter processing. Once processing begins, cancellations are no longer guaranteed. Request cancellation as soon as possible at support@reformeroutlet.com.

Cancellations of Custom or Made-to-Order Products

Custom-built or made-to-order products cannot be canceled or refunded once production has begun. These items are made specifically for you, and refunds are not possible after manufacturing starts.

Return Policy by Brand

Elina Pilates

Non-returnable equipment & custom items (buyer’s remorse): All Elina equipment and custom products (Reformers, Cadillacs, Chairs, Barrels, Towers, Wall Units, custom upholstery, etc.) are non-returnable and non-refundable for change-of-mind. Verified defects are handled under warranty.
Accessories (non-custom): May be returned within 15 days of delivery if unopened and in like-new condition. A 20% restocking fee applies. Customer is responsible for all return shipping and any transit loss/damage.
Exchanges: Not accepted.
Eligibility: Products must be unused, in original packaging, and include all accessories and documentation.

Core Collab

21-Day Return Period: Core Collab products may be returned within 21 days of delivery if in new condition and in the original box or packaging.
Condition Requirements: Items must be free of significant damage and returned in original packaging to allow inspection and processing.
Return Packaging: Reformers must be folded or disassembled and boxed securely. We strongly encourage customers to keep original packaging.
Return Shipping: Customers are responsible for all return shipping costs, including freight. A correct U.S. return address will be provided with your Return Authorization.
Restocking Fee: A 20% restocking fee may apply for eligible change-of-mind returns.
Exclusions: Products purchased second-hand or outside Reformer Outlet are not eligible for returns or warranty coverage.

How to Initiate a Return

1. Contact Us

Email support@reformeroutlet.com or use our Contact Page. Include:

Your full name and email used for the order
Order number and purchase date
The item(s) you wish to return
Reason for return
Photos (required for damage/defects)

2. Wait for Approval

If approved, you will receive:

A Return Merchandise Authorization (RMA) number
Return instructions and documentation
Packing guidelines
A return label or freight documents (only in cases of manufacturer-approved issues)

3. Prepare Your Return

Products must be returned in their original packaging with protective materials, manuals, and accessories. For freight items, products must be secured to the original crate or pallet.

If your packaging is missing or damaged, contact us before shipping to avoid additional fees or return refusal.

4. Ship the Product

Standard-Sized Items: Use a trackable courier (UPS, FedEx, USPS).

Oversized or Freight Items:

A Bill of Lading (BOL) document
Scheduled pickup via LTL freight
Liftgate service for residential deliveries
Proper re-securing of the item to its pallet or crate

Failure to follow freight return instructions may result in refusal or added fees.

Return Shipping Costs

Customer Responsibility: Customers are responsible for all shipping and logistics costs, including:

Courier return shipping fees
Freight return fees for large equipment
Repackaging or re-crating costs
Replacement of damaged or missing original packaging

Reformer Outlet Responsibility: We cover shipping only when:

A defective item is confirmed with photos
There is an order fulfillment error

Return Shipping Timeline

Ship returns within 14 days of receiving RMA approval
Freight documents and prepaid labels expire after 14 days
Email us your tracking number or BOL receipt after shipment

Refund Processing

After inspection and approval, refunds may take up to 14 business days to process. Refunds are issued to the original payment method.

Note: A 20% restocking fee, original shipping charges, and any payment transaction fees may be deducted from the total refund.

Warranty Policy

Elina Pilates

Elina Pilates products are covered against manufacturing defects under the brand’s warranty terms.

Warranty Activation: Begins from the invoice date.
Coverage: Repaired/replaced parts remain covered for the rest of the original warranty period.
Exclusions: Misuse, improper maintenance, environmental exposure, and commercial use (for home models) void warranty.
Spring Replacement: Springs must be replaced every 2 years.
Finish & Shipping: Cosmetic wear, upholstery damage, and shipping costs are not covered.

Coverage by Product Type

Commercial Reformers: Limited Lifetime Warranty on frame/welding.
At-Home Reformers: Limited Lifetime Warranty (residential use only).
Combo Chairs: Lifetime frame warranty; 90-day upholstery warranty; 2-year parts warranty.
Ladder Barrel: Lifetime frame warranty; 90-day upholstery warranty; 2-year parts warranty.
Towers: Lifetime frame warranty; 1-year straps/clips; 2-year parts; 90-day upholstery.
Spine Correctors/Arcs: 90-day upholstery; 2-year parts.
Wall Boards/Units: 1-year straps/clips; 2-year parts.
Fabric & Upholstery: 90-day manufacturing defect warranty.