Refund policy

30-Day Refund Guarantee

At Elite Reformer, we stand behind the quality of every product we offer and we want you to love your purchase. If something isn’t quite right, our 30-Day Refund Guarantee gives you peace of mind.

Please read the details below so you know exactly how returns and refunds work.

1. If your item is faulty or not working as expected

All faulty items are covered under the manufacturer’s warranty.

We’ll work directly with the manufacturer on your behalf
Troubleshooting, replacement parts, repairs, or full replacement will be arranged where appropriate
There is no fee for warranty-related claims
Please keep all original packaging until your warranty case is resolved.

If your product arrives damaged, please see Section 4 below.

2. Change-of-mind returns (15% fee applies)

If you change your mind once your order has shipped or within 30 days of delivery, you may return your item for a refund of the sale price minus a 15% return & handling fee. The 15% fee is based on the full sale price paid, including any discounts.

This fee helps to cover:

Restocking charges
Our original shipping cost to you
Inspection and handling fees
Administrative processing.

Return shipping

You (the customer) are responsible for arranging and paying for return shipping, unless advised otherwise by us.

However, if you pay for return shipping yourself, you may provide proof of the return shipping cost, and we will deduct that amount from the 15% return fee.

This ensures you never pay more than the 15% return fee.

Example: If the 15% fee equals $300 and your return freight cost is $120, then: → Your adjusted return fee becomes: $300 – $120 = $180.

Eligibility for refunds

To qualify for a change-of-mind refund:

The item must be returned in “Like New” condition
It must include all original packaging, accessories, manuals, and parts
It must show no signs of wear, damage, markings, assembly misuse, or cosmetic imperfections
It must be shipped back within 30 days of your delivery date.

Items returned used, damaged, or missing components will not be accepted and will not be refunded.

3. How to request a return

To begin a return, email us at hello@elitereformer.com.au with:

Your name
Order number
The reason for return
Photos of the item (if relevant).

We will reply with detailed instructions, the correct return address, and any courier requirements.

All returns must be authorised by our customer service team before shipping back.

4. Damaged or incorrect items on arrival

We take great care to ensure your product arrives in perfect condition.

If your item arrives damaged, defective, or incorrect, you must:

Note the damage with the delivery driver at the time of delivery
Email hello@elitereformer.com.au on the same day with photos/videos of the damage
Keep all original packaging.

We will arrange replacement parts or a replacement unit at our cost. Items that become damaged after use are not eligible for a refund unless covered under the manufacturer’s warranty.

5. Cancellations

To cancel an order, please contact us as soon as possible.

Before shipment: Full refund
After shipment: The order will fall under the 30-Day Refund Guarantee and will be subject to the 15% return fee and your return shipping costs.

6. Additional return policy notes

Some products may have brand-specific or supplier-specific return conditions. If a particular item does not support the policy above, this will be clearly stated on:

The product page
The product-specific return information
Or communicated directly to you.

The following cannot be returned unless faulty:

Certified pre-owned or used items
Products purchased for temporary or one-time use (e.g., events, expos, promotional installations, trade shows)
Hygiene-sensitive items such as mats, rings, straps, or accessories that have been used.

Elite Reformer only sells to customers intending normal personal or commercial use of the equipment. Orders purchased for short-term rental or temporary use are not eligible for return under any circumstances.

7. We’re here to help

We want your experience at Elite Reformer to be seamless and supportive. If you need help with setup, troubleshooting, or understanding your warranty, our concierge team is always here for you.

For assistance, please email us at hello@elitereformer.com.au or call 03 7044 8238.