Widerrufsrecht

Refund & Returns Policy

Last updated: 28/04/2026

This Refund & Returns Policy applies to all purchases made through corereforme.com, operated by Core Reforme Limited, a company registered in New Zealand.

We currently ship to and accept returns from customers in the following countries: United Kingdom, Germany, France, Austria, Portugal, Australia, New Zealand, United Arab Emirates, and the United States.

1. 14-Day Right to Cancel (All Customers)

We offer all customers a 14-day cancellation right from the date of delivery, regardless of country.

To exercise this right, you must notify us in writing within 14 days of delivery by emailing: customerservice@corereforme.com

For customers located in the United Kingdom and the European Union (Germany, France, Austria, Portugal), this 14-day cancellation right is also a statutory right under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive (2011/83/EU). Customers in Australia, New Zealand, the United Arab Emirates, and the United States are offered the same 14-day window as a matter of company policy.

2. Conditions for Change-of-Mind Returns

To be eligible for a change-of-mind return:

• The item must be unused and unassembled
• The item must be in its original condition
• The item must be in original packaging
• The return must be requested and approved in writing within 14 days of delivery

Due to the size and nature of Pilates reformer equipment, items that have been opened, assembled, or used are not eligible for change-of-mind returns.

3. Return Location & Shipping Responsibility

All reformers are manufactured and dispatched from our production partner in Shanghai, China.

Approved change-of-mind returns must be shipped to our designated international return facility in China. Full return instructions and address details will be provided upon approval.

Customers are responsible for all return shipping costs for change-of-mind returns.

Because Pilates reformers are large, heavy items requiring international freight, return shipping costs can be significant — typically ranging from several hundred to several thousand pounds depending on origin country and freight provider. We strongly recommend obtaining a freight quote before requesting a return so you can make an informed decision. Our customer service team can suggest suitable freight providers if helpful.

4. Faulty, Damaged, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please notify us within 5 days of delivery and provide:

• Clear photos or video evidence
• A written description of the issue

If a manufacturing defect or delivery damage is confirmed, Core Reforme Limited will arrange appropriate resolution, which may include repair, replacement parts, or refund.

Where a confirmed fault exists, reasonable associated return or replacement costs will be covered by Core Reforme Limited.

5. Refund Process

Once a returned item is received and inspected:

• Approval or rejection will be confirmed within 5 business days
• Approved refunds will be issued to the original payment method
• Processing times may vary depending on your payment provider

Original delivery fees are non-refundable unless the return is due to confirmed fault.

6. Non-Returnable Items

Returns are not accepted for:

• Customised or personalised upholstery selections
• Used or assembled products
• Items not returned in original condition or packaging
• Items returned without prior written approval
• Items returned outside the 14-day cancellation period

7. Governing Law & Consumer Rights

Core Reforme Limited is registered in New Zealand. Purchases are governed by New Zealand consumer protection laws, including the Consumer Guarantees Act 1993 and Fair Trading Act 1986.

Where mandatory consumer protection laws in your country provide greater rights, those rights will apply in addition to this policy. This includes (but is not limited to) statutory rights under the UK Consumer Rights Act 2015, the EU Consumer Rights Directive, and the Australian Consumer Law.

8. Contact

📧 Email: customerservice@corereforme.com
📞 WhatsApp: +44 7554 601748