Refund policy

Cancellations & Refunds

Your right to change your mind

The following applies where you purchase a Program, course, or portal access as a 'consumer' under the Consumer Rights Act 2015 (UK) or, where applicable, the Consumer Rights Directive (2011/83/EU) as implemented in your country of residence, as set out at clause 8(b) of these Terms.

A. Programs and portal access with instant/on-demand delivery

  • You have the right to cancel your purchase and receive a full refund, without giving any reason, at any time up to 14 days after the day you accept these Terms (the Cancellation Period).
  • Because this content is delivered to you instantly online, we are only permitted to give you access during the Cancellation Period if you:
    1. expressly request that we begin providing it to you immediately, and
    2. acknowledge that, by doing so, you will lose your right to cancel once we begin providing it.
  • If you provide this consent and acknowledgement and access begins, your right to cancel and receive a refund for that product ends at that point.
  • If you do not provide this consent, we will not provide access until the Cancellation Period has ended.

B. Programs with a live or cohort component

  • You have the right to cancel your purchase and receive a full refund, without giving any reason, at any time up to 14 days after the day you accept these Terms (the Cancellation Period).
  • We agree not to begin providing the live or cohort elements of the Program during the Cancellation Period unless you expressly request that we do so.
  • If you instruct us to begin providing the Program during the Cancellation Period, you will need to pay a proportionate amount for the portion of the Program performed up to the point of cancellation.

Telling us you want to cancel

If you want to cancel under either A or B above, you can tell us using the contact details at the end of these Terms, or submit a request via the Withdraw Contract portal.

When your refund will be made

We will refund you within 14 days of you telling us you have changed your mind.

EXCHANGING OR RETURNING YOUR ACCESSORIES 

The following merchandise may not be returned or exchanged if worn, used, marked down, purchased on sale, or received as a gift with purchase:

  • Socks
  • Accessories
  • Mats

All other returns or exchanges must be requested within 14 days of purchase and must be shipped in original packaging with tags attached. Your Reformer is not responsible for packages lost in transit without proof of tracking. Customers are responsible for the shipping and handling charges on returned items.

How to Initiate a Return or Exchange

To start a return or exchange

  1. Sign in to your account here
  2. Click "Request return" for the order that you want to submit the return for.
  3. If your order has more than one item, then select the items that you want to return.
  4. Select a return reason and add a note for the store.
  5. Click "Request return".

Alternatively, submit a cancellation request via the Withdraw Contract portal.