Refund policy

Refund & Returns Policy
Last updated: 18/06/2026

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 nine countries: United Kingdom (GB), Germany (DE), France (FR), Austria (AT), Portugal (PT), Australia (AU), New Zealand (NZ), United Arab Emirates (AE), and United States (US).

1. Right to Cancel & Return — 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

The table below sets out the basis for this right by country:

Country	Basis for 14-Day Cancellation Right
United Kingdom	Statutory right under the UK Consumer Contracts Regulations 2013
Germany, France, Austria, Portugal	Statutory right under the EU Consumer Rights Directive (2011/83/EU)
Australia	Company policy (exceeds statutory minimum under Australian Consumer Law, which does not prescribe a general change-of-mind return period)
New Zealand	Company policy (the Consumer Guarantees Act 1993 does not require change-of-mind returns)
United Arab Emirates	Company policy
United States	Company policy (no federal statutory change-of-mind return obligation)

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, not statutory obligation. This does not limit any additional rights you may have under your local consumer protection laws.

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 its 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 Costs

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.

Return shipping costs for change-of-mind returns are the customer's responsibility.

Because Pilates reformers are large, heavy items requiring international freight, return costs are substantial. Indicative ranges by origin country are as follows:

Origin Country	Indicative Return Freight Cost
United Kingdom	£800 – £1,400
Germany, France, Austria, Portugal	£900 – £1,500
Australia	£1,000 – £1,800
New Zealand	£1,100 – £2,000
United Arab Emirates	£700 – £1,200
United States	£800 – £1,400

These are estimates only. We strongly recommend obtaining a freight quote from your chosen carrier before initiating a return. 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 with:

• 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 a full 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 a 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 the Fair Trading Act 1986.

Where mandatory consumer protection laws in your country of residence provide greater rights than those set out in this policy, those rights apply in addition. This includes (but is not limited to) rights under the UK Consumer Rights Act 2015, the EU Consumer Rights Directive (2011/83/EU), and the Australian Consumer Law.

8. Contact

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

9. Company Information

Core Reforme is operated under:
Core Reforme Limited
Street: 50 Jims Way, RD 1
City: Queenstown
Country: New Zealand
Zip Code: 9371
Company Number: 9331677
NZBN: 9429052733055
Email: customerservice@corereforme.com
Phone: +44 7554601748