Refund policy

Shipping & Return Policy

Last Updated: September 2026

At BuyReformer, we are committed to providing reliable delivery, transparent shipping terms, and a fair return experience.

Because Pilates reformers, Cadillac tables, and other Pilates equipment are large and may require specialized freight transportation, we encourage you to review this Shipping & Return Policy before placing your order.

This policy explains our shipping and delivery terms, international shipping, order cancellations, returns, exchanges, refused deliveries, and refunds.

Shipping Policy

1. Order Processing & Shipping

After your order is placed, BuyReformer will verify product availability, shipping information, and the delivery address before arranging shipment.

Once your order has shipped, tracking information will be provided when available.

Please make sure your shipping address, phone number, and contact information are accurate when placing your order. For large-item deliveries, the carrier may contact you by phone, text message, or email to arrange delivery.

2. Estimated Delivery Times

Delivery times vary depending on product availability, warehouse location, destination, shipping method, customs clearance, and local carrier conditions.

Any delivery timeframe displayed on our website or provided by our customer service team is an estimated delivery timeframe and not a guaranteed delivery date, unless otherwise expressly confirmed by BuyReformer in writing.

Delivery delays may occasionally occur due to circumstances outside our reasonable control, including severe weather, natural disasters, customs inspections, port congestion, carrier disruptions, strikes, government actions, or other transportation interruptions.

BuyReformer will make reasonable efforts to assist customers and provide available shipping updates if delays occur.

3. Large-Item & Curbside Delivery

Pilates reformers, Cadillac tables, and other oversized equipment may be shipped by freight or LTL carriers.

Unless otherwise expressly stated or separately purchased, large-item delivery is generally curbside delivery.

Standard curbside delivery does not include:

Indoor delivery
Room-of-choice delivery
Upstairs or downstairs carrying
Unpacking
Installation
Assembly

Depending on the carrier and destination, the final-mile carrier may contact the customer to schedule a delivery appointment.

4. Tracking & Delivery Appointments

Tracking information will be provided once it becomes available.

For some international or freight shipments, tracking information may not update continuously while the shipment is in ocean transit, customs clearance, or being transferred between logistics providers.

The final-mile carrier may contact the customer by phone, text message, or email to arrange delivery.

Customers are responsible for providing accurate contact information and reasonably cooperating with delivery arrangements.

5. Extended & Remote Delivery Areas

Our standard shipping network may not cover certain remote or difficult-to-access destinations, including some islands and areas outside our regular carrier service network.

If a delivery address cannot be served through our standard logistics network and requires extended-area or specialized delivery service, an additional USD $400 Extended Area Delivery Fee may apply.

This fee does not apply to all orders or all locations. It applies only when additional transportation arrangements are required to complete delivery outside our normal service coverage.

Whenever reasonably possible, BuyReformer will inform the customer of the applicable extended-area delivery charge before arranging the additional transportation service.

If unusual access conditions require services beyond standard or extended-area delivery, BuyReformer will contact the customer before arranging such services.

6. Europe, United Kingdom & Switzerland — DDP Shipping

Orders shipped to supported destinations in Europe, the United Kingdom, and Switzerland are delivered under DDP (Delivered Duty Paid) terms.

Applicable customs duties and import taxes are included in the shipping arrangement, and BuyReformer handles the standard customs clearance process associated with the shipment.

Customers will not be required to pay additional customs duties or import taxes for standard DDP delivery.

Please note:

International delivery may involve multiple logistics providers and transfer points.
Customs clearance times are determined by local customs authorities and may affect the estimated delivery timeframe.
Customers may be required to provide reasonable information requested by the carrier or customs authorities to complete customs clearance or delivery.
Charges resulting from customer-requested address changes, failed delivery attempts, storage, remote-area delivery, or other special delivery services are separate logistics charges and are not considered customs duties or import taxes.

7. Switzerland Delivery Surcharge

Orders shipped to Switzerland are delivered under DDP terms, with applicable customs duties and import taxes included.

Due to the additional cross-border transportation and multiple logistics transfers required for delivery to Switzerland, a CHF 200 Switzerland Delivery Surcharge applies unless otherwise expressly confirmed by BuyReformer in writing.

The CHF 200 surcharge is a transportation surcharge and is not an additional customs duty or import tax.

If a delivery address in Switzerland also requires remote-area or special-access transportation beyond our standard delivery network, BuyReformer will inform the customer of any applicable additional delivery charge before arranging the additional service.

8. Other International Destinations

For international destinations outside Europe, the United Kingdom, and Switzerland, shipping availability, customs duties, import taxes, and applicable shipping terms may vary depending on the destination.

Where applicable, BuyReformer will confirm the relevant shipping terms before shipment.

If you are unsure whether we can deliver to your location or whether additional charges may apply, please contact us before placing your order.

9. Address Changes After Shipment

Please contact BuyReformer as soon as possible if you need to change your delivery address.

Once an order has shipped, address changes cannot be guaranteed.

If a customer-requested address change results in additional carrier charges, including rerouting, redelivery, storage, address correction, or additional transportation costs, those actual additional costs may be the customer's responsibility.

Whenever reasonably possible, BuyReformer will communicate known additional charges before requesting the change from the carrier.

10. Missed or Failed Delivery

Customers are responsible for providing accurate delivery information and being reasonably available for scheduled freight deliveries.

If additional charges are incurred because of:

An incorrect or incomplete address
Inability to contact the customer
Repeated unsuccessful delivery attempts
Failure to attend a confirmed delivery appointment
Other customer-related circumstances

the customer may be responsible for the actual redelivery, storage, rerouting, or return transportation costs incurred.

Cancellation & Return Policy

11. Order Cancellation Before Shipment

Standard, non-customized orders may be canceled before shipment.

If the order has not been shipped and no non-refundable customized work or special service has been performed, there is no cancellation fee.

Please contact BuyReformer as soon as possible if you wish to cancel your order.

12. Cancellation After Shipment

Once an order has shipped, it can no longer be treated as a standard pre-shipment cancellation.

If a customer requests cancellation after shipment for reasons unrelated to a verified product defect, incorrect item, or shipping damage, BuyReformer will make reasonable efforts to assist with shipment interception or return arrangements.

The customer will be responsible for the actual shipping and logistics costs incurred as a result of the cancellation. These costs may include:

Carrier interception
Rerouting
Return freight
Storage
Other applicable transportation charges

Applicable costs may be deducted from the eligible refund.

This does not apply when cancellation or return is required because of a verified product defect, incorrect shipment, or shipping damage for which BuyReformer is responsible.

13. 30-Day Return Period

BuyReformer accepts returns of eligible products within 30 calendar days of delivery.

A return request must be submitted within 30 days from the date the order is delivered.

Our 30-day return policy does not mean free return shipping for customer-initiated returns.

14. Return Eligibility

To qualify for a standard return, the product must:

Be within the 30-day return period
Be in new or like-new, resalable condition
Be free from damage caused by misuse, improper handling, improper installation, or unauthorized modification
Include the original accessories, components, manuals, and other items supplied with the product
Be returned in its original packaging whenever reasonably possible, especially when appropriate packaging is required for safe freight transportation

If a returned product has missing parts, customer-caused damage, or a material loss in value resulting from handling beyond what is reasonably necessary to inspect the product, BuyReformer may reasonably reduce the refund based on the actual condition of the returned item.

Any applicable deduction will be communicated to the customer.

15. Customer-Initiated Returns

Customer-related return reasons may include:

Change of mind
Ordering the wrong model, size, or color
Personal preference
The product does not fit the intended space
No longer needing the product
Other reasons unrelated to a verified product defect, incorrect shipment, or shipping damage

For customer-initiated returns, the customer is responsible for the actual return transportation costs.

Because reformers and other Pilates equipment are oversized freight items, return transportation costs may be substantial.

BuyReformer does not add an undisclosed fixed restocking fee to an otherwise eligible return. However, actual return freight and other customer-caused logistics costs may be deducted from the eligible refund where applicable.

We encourage customers to contact us before purchasing if they have questions about product dimensions, specifications, colors, or suitability.

16. Refused Deliveries

If a customer refuses delivery because of a change of mind, ordering error, space limitation, personal preference, or another customer-related reason, the shipment will generally be treated as a customer-initiated return.

Actual costs resulting from the refusal may be deducted from the eligible refund, including:

Return freight
Storage
Rerouting
Redelivery
Other applicable logistics costs

This rule does not apply when BuyReformer authorizes or confirms the refusal because of significant shipping damage, an incorrect shipment, or another verified issue for which BuyReformer is responsible.

If you are unsure whether to accept a shipment, please contact BuyReformer before refusing delivery whenever reasonably possible.

17. Shipping Damage

We recommend inspecting the exterior packaging when your order is delivered.

If you notice visible shipping damage, please:

Take clear photos of the packaging before opening it.
Take photos or videos of any damage to the product after unpacking.
Keep the original packaging while the issue is being reviewed.
Contact BuyReformer as soon as reasonably possible.

After reviewing the information, BuyReformer will determine an appropriate solution based on the nature and severity of the damage.

Possible solutions may include:

Replacement parts
Technical assistance
Repair support
Product replacement
Return and refund

If BuyReformer determines that a return is necessary because of verified shipping damage, BuyReformer will arrange or cover the authorized return transportation costs.

18. Product Defects & Incorrect Items

If you receive a product with a suspected manufacturing defect or receive an incorrect item, please contact BuyReformer and provide:

Your order number
A description of the issue
Photos or videos showing the issue
Any additional information reasonably required to evaluate the problem

After verification, BuyReformer will provide an appropriate solution based on the circumstances.

Depending on the issue, this may include replacement parts, technical assistance, repair, replacement, or return/refund.

If a physical return is required because of a verified product defect or an incorrect item for which BuyReformer is responsible, BuyReformer will arrange or cover the authorized return transportation costs.

19. Exchanges

If you receive an incorrect or damaged product, please contact BuyReformer within the applicable 30-day return period.

After verification, BuyReformer may arrange an exchange or another appropriate solution without additional shipping costs to the customer when BuyReformer or the carrier is responsible for the issue.

If an exchange is requested solely because of customer preference, the customer will be responsible for any applicable product price difference and transportation costs.

20. Customized & Personalized Products

Products manufactured, modified, or personalized specifically according to a customer's confirmed requirements are generally not eligible for cancellation or return after production or customization has begun.

This may include customized colors, dimensions, configurations, branding, or other customer-requested modifications.

This restriction does not apply to verified manufacturing defects, shipping damage, incorrect customization by BuyReformer, or products that materially fail to conform to the confirmed customization specifications.

21. Non-Returnable Items

For hygiene, safety, and product-condition reasons, certain opened or used accessories and replacement components may not be eligible for standard returns.

These may include:

Opened or used seat cushions
Springs
Certain replacement parts or accessories
Customized or personalized products

This restriction does not apply when an item is verified to be defective, damaged during shipping, or sent incorrectly by BuyReformer.

22. How to Request a Return

To request a return, please contact:

Email: service@buyreformer.com

Please provide:

Your order number
Name used for the order
Product being returned
Reason for the return
Photos showing the current condition of the product
Photos of the original packaging where applicable

Please do not ship large equipment back without prior authorization from BuyReformer.

BuyReformer works with multiple warehouses and logistics partners. The appropriate return location depends on the product, customer's location, and logistics arrangements.

After the return request is approved, our customer service team will provide the appropriate return instructions and return address.

Unauthorized returns sent to an incorrect warehouse or address may result in delays or additional transportation costs.

23. Return Shipping Costs

For customer-initiated returns, customers are responsible for the actual return shipping costs.

For authorized returns resulting from a verified manufacturing defect, incorrect product, or shipping damage for which BuyReformer is responsible, BuyReformer will arrange or cover reasonable return transportation costs when a physical return is required.

For oversized products, customers should use the return method authorized by BuyReformer rather than independently arranging freight transportation.

24. Refund Process

Once an authorized returned product arrives at the designated return location, BuyReformer will inspect the returned merchandise.

Approved refunds will generally be processed within 5–7 business days after inspection.

Refunds will normally be issued to the original payment method.

Depending on the customer's bank, credit card provider, or payment service, additional processing time may be required before the refund appears in the customer's account.

For customer-initiated cancellations or returns, applicable deductions may include actual transportation and logistics costs resulting from:

Cancellation after shipment
Return freight
Refused delivery
Customer-requested rerouting
Failed delivery
Storage or redelivery caused by customer-related circumstances

Any applicable deduction will be communicated as part of the return or refund process.

25. Return Address

Please do not return products to the address shown on the original shipping label unless specifically instructed by BuyReformer.

Because we work with multiple warehouses and logistics partners, the appropriate return location may differ from the original shipping location.

After your return request has been approved, our customer service team will provide the correct return address and instructions.

26. Consumer Rights

This policy describes BuyReformer's standard shipping and return terms.

Nothing in this policy is intended to exclude, restrict, or limit any rights or remedies that cannot legally be excluded or limited under applicable consumer protection laws.

Where applicable law provides consumers with greater mandatory rights, those legal requirements will apply.

27. Contact Us

If you have questions regarding shipping, delivery, cancellations, returns, exchanges, or product issues, please contact:

BuyReformer Customer Service

Email: service@buyreformer.com
Phone: +1 213-403-6816

We recommend contacting us before placing your order if you have questions about product dimensions, delivery access, international shipping, remote-area delivery, or other special requirements.

Thank you for choosing BuyReformer.