Returns & Refund Policy
At TrueSpring Reformers, we want you to be completely satisfied with your purchase. Please read our return and refund policy carefully before placing an order.
Returns
We have a 14-day return policy, which means you have 14 days from the date you receive your item to request a return.
To be eligible for a return, your item must be unused, unassembled, in the same condition that you received it, and in its original packaging with all included accessories, manuals, and components. You will also need your receipt or proof of purchase.
To start a return, please contact us at info@truespringreformers.co.uk.
If your return is approved, we will provide instructions on how and where to return your item. Items sent back to us without first requesting a return will not be accepted.
Return Shipping Costs
Unless an item is faulty, damaged, or supplied incorrectly, customers are responsible for arranging and paying for return shipping.
Please note that Pilates reformers and related equipment are large items, and return shipping costs may be significant. We recommend reviewing product specifications carefully before purchasing and contacting us if you require assistance selecting the right product.
Damages and Issues
Please inspect your order upon delivery and contact us immediately if:
- The item is defective
- The item is damaged during transit
- You received the wrong item
We will assess the issue and work with you to resolve it as quickly as possible.
Photographic evidence may be requested to assist with the assessment of damaged or faulty products.
Non-Returnable Items
The following items cannot be returned:
- Gift cards
- Sale or clearance items
- Custom-made or special-order products
- Personalised products
- Products that have been assembled, installed, used, or altered after delivery, unless faulty
If you are unsure whether your item is eligible for return, please contact us before initiating the return process.
Exchanges
The fastest way to exchange an item is to return the original product and place a new order once your return has been approved.
14-Day Right to Cancel
Under the Consumer Contracts Regulations, customers have the right to cancel their order within 14 days of receiving their goods.
To exercise your right to cancel, you must notify us within 14 days of delivery by contacting info@truespringreformers.co.uk.
Items must be returned unused, unassembled, in their original packaging, and in a condition suitable for resale.
Customers are responsible for return shipping costs unless the item is faulty, damaged, or supplied incorrectly.
How to Exercise Your Right to Cancel
To exercise your right to cancel, you must notify us within 14 days of receiving your goods by emailing info@truespringreformers.co.uk or by providing a clear written statement of your decision to cancel your order.
You may use your own written statement and are not required to use any specific form. Once we have received your cancellation request, we will provide instructions for returning the goods.
Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, refunds will be issued to your original payment method within 14 days of receiving the returned goods or receiving evidence that the goods have been returned, whichever occurs first.
Please note that your bank, card provider, or payment provider may require additional time to process and post the refund to your account.
If more than 14 days have passed since your refund was approved and you have not received your funds, please contact us at info@truespringreformers.co.uk.
Statutory Rights
Nothing in this Returns & Refund Policy affects your statutory rights under applicable consumer protection laws, including the Consumer Rights Act 2015. If goods are faulty, not as described, or unfit for purpose, you may be entitled to a repair, replacement, price reduction, or refund in accordance with your legal rights.
Company Information
TrueSpring Reformers Ltd
Unit 204, 241-251 Ferndale Road
London, SW9 8BJ
United Kingdom
Contact Us
If you have any questions regarding returns, cancellations, or refunds, please contact:
TrueSpring Reformers
Email: info@truespringreformers.co.uk