Returns & refunds
Contractual document currently in force. For any questions: contact@reformer-society.com
1. Scope
At REFORMER SOCIETY, we pay particular attention to your complete satisfaction. The following conditions apply to any purchase made on our website www.reformer-society.com or through a quote. Certain provisions apply specifically to private customers (consumers), in accordance with Articles L221-18 et seq. of the French Consumer Code (Code de la consommation).
Personalised or made-to-order products are neither taken back nor refunded, except in the event of a defect or error.
2. Right of withdrawal
Private customers
In accordance with the French Consumer Code, you have a period of 14 calendar days from receipt of the product(s) to exercise your right of withdrawal.
However, in accordance with Article L221-28, this right does not apply to products:
• That are personalised or made to order (choice of colour, upholstery, engraving, etc.);
• That, by their nature, cannot easily be returned.
Excluded from the right of withdrawal (non-exhaustive list): Reformers or any special configuration.
Business customers
The right of withdrawal does not apply to business customers. B2B orders are firm and final once validated, unless otherwise agreed in writing in advance.
Exceptionally, and at our sole discretion, a return may be considered if:
• It is a first order,
• The product has never been used,
• It is returned in its original packaging, within 7 days.
Reconditioning or restocking charges (up to 30% of the price excl. VAT) may apply after inspection.
3. Payment by instalments
1. Instalment payment terms
REFORMER SOCIETY offers, for certain products (in particular Pilates equipment), payment by instalments in 4 monthly payments by automatic direct debit via Stripe.
• The total amount for the product is divided into 4 equal payments.
• Debits are made automatically on the due dates indicated when ordering.
• The order remains the property of REFORMER SOCIETY until payment in full.
2. Late payment or non-payment
If a direct debit is refused or rejected:
• A new attempt will be made automatically.
• If several attempts fail, REFORMER SOCIETY may:
• Suspend delivery of the product or access to the associated services,
• Require immediate payment of the outstanding balance,
• Initiate debt recovery proceedings, including with additional costs payable by the customer.
3. Customer’s obligations
The customer undertakes to:
• Provide valid, up-to-date bank details to allow automatic direct debit,
• Ensure that funds are available on each due date.
4. Consequences of cancellation
• Any cancellation or refusal of payment before the product has been paid for in full may result in termination of the order, without refund of the sums already debited, unless otherwise agreed in writing by REFORMER SOCIETY.
4. Return conditions
To be eligible for a return/refund, the product must:
• Be new, unused, in its intact original packaging;
• Be returned within 14 calendar days of receipt;
• Not fall within the following exceptions:
Non-refundable products:
• Personalised or made-to-order products (coverings, colours, configurations);
• Products that have been used or show signs of wear;
• Incomplete items (missing manuals, accessories)
5. Return procedure
Step 1: Initial contact
Send an email to contact@reformer-society.com with:
• Your order or quote number;
• The product(s) concerned (reference, name, quantity);
• The reason for the return.
Step 2: Return instructions
You will receive the return address and shipping arrangements (packaging, label, etc.).
Any parcel returned without prior request cannot be processed.
Step 3: Shipping the parcel
You must ship the parcel at your own expense via tracked Colissimo or any carrier offering tracking + insurance.
To be included:
• Copy of the invoice or quote,
• Clearly legible order number.
Keep proof of shipping until receipt has been confirmed.
6. Refund times and arrangements
After receipt and inspection of the parcel:
• Refund within 7 working days of validation;
• Method used: the same as for payment (or another by written agreement);
• The refund covers the price of the product, excluding shipping costs, unless the return falls under the right of withdrawal.
If the product is returned with signs of use, a deduction of up to 30% may be applied.
You will receive a confirmation email once the refund has been made.
7. Defective products or order errors
If you receive a product that is:
• Damaged,
• Defective,
• Or does not match the order,
Please contact us as soon as possible at contact@reformer-society.com with:
• Photos of the defect or the packaging;
• Order number;
• Precise description of the problem.
We will then offer, free of charge:
• An exchange,
• A full refund (product + standard delivery charges),
• Or a credit note valid for 12 months.
8. Return address
The return address will be sent to you by email after validation.
Any shipment to an incorrect address cannot be accepted.
9. Order cancellation
You may cancel your order as long as it has not been shipped, by writing to contact@reformer-society.com.
Once shipped, the order must follow the return procedure (see section 4).
10. Delays and disputes relating to returns
• Processing within 48 working hours of receipt of your request.
• In the event of a lost parcel, a claim must be made to the carrier.
11. Assistance and contact
For any question relating to a return, a refund or a cancellation:
REFORMER SOCIETY SARL
RCS Évry: 988 229 704
Email: contact@reformer-society.com
Monday to Friday, 9:00 to 18:00
Closed at weekends and on public holidays