At The Reformer Shop, we take pride in supplying premium Pilates equipment and accessories and want you to feel confident when purchasing from us. Please read our Returns, Refunds & Exchange Policy carefully before placing your order.

Change of Mind

Please choose your items carefully before purchasing. The Reformer Shop does not offer refunds, returns or exchanges for change of mind, incorrect selection, or where a customer simply decides they no longer require the product.

We encourage customers to contact us before purchasing if they have any questions regarding product specifications, dimensions, colours, features or suitability.

Faulty, Damaged or Incorrect Items

If you believe your item is faulty, damaged, defective or has been supplied incorrectly, please contact The Reformer Shop within 7 days of receiving your order so that we can assess the issue and assist you as quickly as possible.

When making a return request, please provide:

• Your name and order number or proof of purchase
• A description of the fault or issue
• Clear photographs or video showing the fault or damage, where applicable

Please do not return an item without first contacting us and receiving return instructions.

Where an item is confirmed to have a fault or other issue, we will provide an appropriate remedy in accordance with your rights under Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement or refund.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under Australian Consumer Law.

Custom & Special Orders

All custom-made, customised and special-order products are ordered specifically to the customer’s requirements. This may include customised upholstery colours, frame finishes, configurations, dimensions, accessories or other individually selected specifications.

Once a custom or special order has been placed and confirmed, it cannot be cancelled or changed due to change of mind.

Customers are responsible for carefully checking all specifications, colours, measurements and custom selections before confirming their order.

Custom and special-order products are not eligible for a refund or exchange for change of mind. This does not affect any rights you may have if the product is faulty or otherwise fails to meet a consumer guarantee under Australian Consumer Law.

Returns

Where a return has been approved by The Reformer Shop, the product should be returned in accordance with the instructions provided by us. Unless the return relates to a fault or another right under Australian Consumer Law, products must be unused, undamaged and, where reasonably possible, in their original packaging.

Unauthorised returns may not be accepted.

Delivery Damage

We recommend inspecting your Pilates equipment or accessories as soon as possible after delivery. If you notice damage that may have occurred during transport, please photograph the item and its packaging and contact us within 7 days of delivery.

Please retain all original packaging until the matter has been assessed, as photographs or packaging may be required when investigating damage with the delivery provider.

Large Pilates Equipment

For large equipment such as Reformers, Cadillacs, Towers, Chairs and other bulky Pilates apparatus, please ensure that you check product dimensions and access requirements before purchasing.

Customers are responsible for ensuring that equipment can safely fit through doorways, hallways, stairways, lifts and other access points at the delivery location. An inability to fit equipment into the intended space does not constitute a product fault and will not qualify for a change-of-mind refund.

Contact Us

If you have a concern regarding your purchase, please contact The Reformer Shop as soon as possible. We are committed to assessing genuine product issues fairly and helping our customers find an appropriate resolution.

The Reformer Shop
Perth, Western Australia

This policy operates alongside, and does not limit, your rights under Australian Consumer Law.