Last updated: August 2026

At The Reformer Shop, we carefully select Pilates equipment designed for quality, performance and durability. We want you to feel confident in your investment and understand how warranty claims are managed should an issue arise.

This Warranty Guide applies to Pilates apparatus purchased directly from The Reformer Shop and should be read together with our Returns & Refunds Policy, Maintenance & Care Instructions and Terms of Service.

12-Month Manufacturer Structural Warranty

Pilates apparatus purchased from The Reformer Shop is supplied with a 12-month manufacturer’s structural warranty, commencing from the original date of purchase.

Subject to the manufacturer’s warranty terms, this warranty covers manufacturing defects affecting the structural integrity of the equipment during normal and appropriate use.

Structural components may include, where applicable:

• the main equipment frame;
• structural timber or metal framework;
• welded structural components;
• structural support components; and
• other integral load-bearing components of the apparatus.

Warranty coverage may vary between products and manufacturers. Where specific warranty documentation is supplied with your equipment, those manufacturer’s warranty terms will also apply.

What Is Not Covered by the Structural Warranty

The 12-month structural warranty does not generally cover damage or deterioration resulting from normal use, maintenance issues or circumstances unrelated to a manufacturing defect.

This may include:

• normal wear and tear;
• scratches, dents, marks or other cosmetic damage;
• natural variations in timber grain, colour or texture;
• fading, discolouration or deterioration caused by sunlight, heat, moisture or inappropriate storage;
• upholstery wear, staining, cuts, scratches, tears or damage;
• damage caused by incorrect cleaning products or chemicals;
• ropes, straps, handles and other consumable or wear components;
• normal deterioration or loss of resistance in springs through use;
• wheels, bearings and other components subject to routine wear, unless a manufacturing defect is established;
• damage caused by incorrect assembly, installation or adjustment;
• damage caused by misuse, abuse, impact or excessive loads;
• use of the equipment for purposes for which it was not designed;
• unauthorised modifications, alterations or repairs;
• failure to carry out appropriate cleaning, inspection or maintenance;
• damage caused during transportation or relocation after the equipment has been delivered; or
• damage resulting from use contrary to supplied instructions or safety recommendations.

Springs, Ropes & Wear Components

Pilates apparatus contains components that naturally experience wear through regular use, including springs, ropes, straps, loops, wheels, bearings and upholstery.

These components should be inspected regularly and replaced when signs of deterioration or excessive wear become apparent.

Wear resulting from normal use is not considered a structural manufacturing defect.

If you are unsure whether a component requires replacement, please contact The Reformer Shop for guidance.

Maintaining Your Equipment

Correct care and maintenance are important for the safety, appearance and longevity of your Pilates equipment.

Customers should follow The Reformer Shop’s Maintenance & Care Instructions, together with any manufacturer-specific instructions supplied with their equipment.

We recommend regularly inspecting:

• springs and attachment points;
• ropes and straps;
• clips, hooks and carabiners;
• wheels and carriage mechanisms;
• bolts, screws and other fasteners;
• footbars and adjustment mechanisms;
• upholstery;
• timber or metal frames; and
• towers, poles and other structural attachments.

If you notice unusual movement, cracking, instability, excessive wear or another potential safety issue, stop using the equipment until it has been inspected and the issue has been resolved.

Making a Warranty Claim

If you believe your equipment has developed a manufacturing or structural fault during the warranty period, please contact The Reformer Shop as soon as reasonably possible.

To assist us in assessing your claim, please provide:

• your name and contact details;
• proof of purchase or order number;
• the product name or model;
• a clear description of the issue;
• photographs showing the affected area;
• video footage where movement or operation of the equipment is relevant; and
• any other information reasonably required to assess the issue.

We may request additional photographs, videos or information before determining the appropriate next step.

Warranty Assessment

Warranty claims may need to be referred to the manufacturer for assessment and approval.

Depending on the nature of the issue, assessment may be completed using photographs and video footage, or the equipment or affected component may need to be physically inspected.

If the issue is determined to be covered by the applicable manufacturer’s warranty, the appropriate remedy may include repair or replacement of the affected component or another remedy available under the warranty and applicable law.

The appropriate remedy will depend on the nature of the fault and the circumstances of the claim.

Freight & Access

Where an inspection, repair, replacement component or other warranty service is required, The Reformer Shop will advise you of the applicable arrangements.

Responsibility for transport, freight, access and associated costs will depend on the circumstances of the claim, the manufacturer’s warranty terms and your rights under Australian Consumer Law.

Please do not arrange unauthorised repairs or return large equipment without first contacting The Reformer Shop.

Commercial & Studio Equipment

Equipment used in commercial Pilates studios is subject to significantly greater frequency of use than equipment used in a home environment.

Studio owners and commercial operators are responsible for establishing appropriate inspection and preventative maintenance procedures based on the frequency and intensity of equipment use.

Wear-and-tear components should be inspected frequently and replaced when required to maintain safe operation.

Australian Consumer Law

The 12-month manufacturer’s structural warranty is provided in addition to, and does not replace or limit, your rights under the Australian Consumer Law (ACL).

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the circumstances, if a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund, compensation or another remedy provided by law.

Your rights under Australian Consumer Law may continue to apply regardless of whether the manufacturer’s stated 12-month warranty period has expired.

Nothing in this Warranty Guide is intended to exclude, restrict or modify any right or remedy that cannot lawfully be excluded.

Warranty Support

If you have concerns about your equipment or are unsure whether an issue may be covered by warranty, please contact The Reformer Shop.

Providing photographs, video footage and your original purchase information will help us assess your enquiry and, where necessary, communicate with the manufacturer on your behalf.

We are committed to helping you care for your equipment and ensuring warranty concerns are handled as efficiently as reasonably possible.