Refund policy
Last updated: 17 August 2026
We want you to feel confident ordering from MOKO. This policy explains how cancellations, returns, damaged deliveries and product issues are handled.
1. 14-Day Right of Withdrawal
If you are a consumer, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason, in accordance with applicable consumer law, including Articles L221-18 and following of the French Consumer Code.
To exercise your right of withdrawal, you must clearly notify us of your decision within the 14-day period.
You can contact us at:
Email: info@mokoreformer.com
WhatsApp: +61 477 947 797
Please include your order number so we can identify your purchase.
After notifying us of your decision to withdraw, you must return the product without undue delay and no later than 14 days after notifying us.
2. Return Shipping Costs
For a change-of-mind return made under the right of withdrawal, the direct cost of returning the reformer is the customer's responsibility, except where applicable law requires otherwise.
Because MOKO reformers are large and heavy items that cannot normally be returned by standard postal services, return transport will generally need to be arranged with a suitable freight carrier.
Return transport costs vary depending on factors including:
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the reformer model;
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your collection location;
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the return destination;
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the carrier used; and
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any palletisation, packaging or handling requirements.
Where required by applicable consumer law, information regarding the estimated or maximum direct cost of returning goods that cannot normally be returned by post will be provided before the purchase is concluded.
If you would like help finding an appropriate carrier, please contact us. We may be able to recommend suitable transport options, but unless otherwise agreed in writing, the customer remains responsible for arranging and paying for a change-of-mind return.
This does not apply where a return is required because the product is defective, non-conforming or otherwise subject to a remedy for which MOKO is legally responsible.
3. Condition of Returned Products
Please return the reformer securely packed and protected for freight transport.
We strongly recommend keeping the original packaging and transport materials for at least the first 14 days after delivery, as they may make a return considerably easier.
You may inspect and handle the reformer to the extent reasonably necessary to establish its nature, characteristics and proper functioning, in a similar way to how you would inspect a product before purchasing it in a physical shop.
If the reformer has been handled or used beyond what is reasonably necessary for this purpose and its value has consequently been reduced, we may deduct the corresponding loss in value from the refund, to the extent permitted by applicable law.
Normal inspection does not automatically prevent you from exercising your right of withdrawal.
4. Order Cancellation Before Dispatch
Orders may be cancelled free of charge before they have been dispatched.
Please contact info@mokoreformer.com as soon as possible and include your order number.
Once an order has been dispatched, it can no longer be treated as a pre-dispatch cancellation. If applicable, you may instead exercise your statutory right of withdrawal in accordance with this policy.
5. How to Return Your Reformer
If you wish to return your order:
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Contact us at info@mokoreformer.com or via WhatsApp at +61 477 947 797, clearly stating that you wish to withdraw from your purchase and including your order number.
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Wait for our written return instructions and return address before shipping the reformer.
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Pack the reformer securely and appropriately for freight transport.
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Arrange return transport using a suitable carrier.
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Send us the tracking number or other proof of shipment once the reformer has been dispatched.
Please do not send a reformer to our business or postal address unless we have specifically confirmed that address for your return.
6. Refunds
When you validly exercise your right of withdrawal, we will reimburse the payments covered by the statutory right of withdrawal, including the cost of our standard delivery option where required by law.
If you chose a more expensive delivery method than our standard delivery option, any additional delivery cost does not have to be reimbursed to the extent permitted by applicable law.
We will make the reimbursement without undue delay and no later than 14 days after we are informed of your decision to withdraw.
For product returns, we may withhold reimbursement until:
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we have received the returned product; or
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you provide evidence that the product has been shipped back,
whichever occurs first.
Unless expressly agreed otherwise, refunds will be made using the same payment method used for the original purchase and without additional refund fees charged by MOKO.
The direct cost of a change-of-mind return remains the customer's responsibility as explained in Section 2.
7. Damaged on Delivery
If your reformer arrives visibly damaged, please contact us as soon as possible.
Where possible, we recommend that you:
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note visible damage on the carrier's delivery documentation;
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photograph the outer packaging before removing it;
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take clear photographs of any damage to the reformer; and
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contact info@mokoreformer.com with your order number and supporting photographs.
We recommend reporting visible transport damage within 48 hours because this can make carrier investigations significantly easier.
However, this 48-hour request does not remove or reduce any mandatory legal rights you may have if you report the issue later.
If the product is damaged in circumstances for which MOKO is responsible, we will assess the issue and provide an appropriate remedy at no cost to you in accordance with applicable law.
Depending on the circumstances, this may include replacement parts, repair, replacement of the affected product or another legally appropriate remedy.
Where MOKO is legally responsible for the return of damaged or non-conforming goods, the customer will not be required to bear those return costs.
8. Product Faults & Quality Issues
If your reformer develops a fault or you believe there is a manufacturing or quality issue, please contact:
Please provide, where reasonably available:
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your order number;
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the reformer model;
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a description of the issue;
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when you first noticed the issue;
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clear photographs; and
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a short video where this helps demonstrate the problem.
We may request additional information or reasonable inspection before determining the appropriate remedy.
Depending on the nature of the issue and your applicable legal or commercial warranty rights, the remedy may include:
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technical assistance;
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repair;
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replacement of a defective component;
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replacement of the product;
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a price reduction; or
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a refund where the applicable conditions for a refund are met.
We aim to acknowledge or begin assessing complete quality claims within 5 business days. This is an assessment target and does not mean that every claim will be fully resolved within five business days.
For confirmed defects or non-conformities where MOKO is responsible for providing a remedy, the customer will not be required to pay costs that applicable law requires MOKO to bear.
9. Legal Guarantee of Conformity
Consumers may benefit from the French legal guarantee of conformity under Articles L217-3 and following of the French Consumer Code, where applicable.
For new goods, this legal guarantee generally applies to qualifying defects of conformity appearing within two years from delivery, subject to the conditions provided by applicable law.
Under the legal guarantee of conformity, the consumer may generally request that the product be brought into conformity through repair or replacement, subject to the conditions established by law.
Where the legal requirements are met — including certain situations where repair or replacement is impossible, refused, not completed within the legally applicable period, causes major inconvenience, or where the lack of conformity is sufficiently serious — the consumer may be entitled to a price reduction or termination of the contract.
Bringing the goods into conformity must be carried out without cost to the consumer and within the period required by applicable law.
Consumers may also benefit from the legal warranty against hidden defects under Articles 1641 to 1649 of the French Civil Code.
These statutory rights exist independently of and in addition to any MOKO commercial warranty applicable to your reformer model.
Nothing in this Returns & Refunds Policy or in the MOKO commercial warranty limits, replaces or removes mandatory consumer rights.
10. MOKO Commercial Warranty
MOKO reformers also include a voluntary commercial warranty, with coverage depending on the reformer model and component concerned.
The commercial warranty is separate from your statutory rights.
Please refer to our Warranty Policy for the warranty periods, covered components, exclusions and claim process applicable to your MOKO reformer.
11. Business Purchases
The statutory consumer right of withdrawal described in this policy applies to consumers where required by applicable law.
Purchases made wholly or mainly for professional or business purposes may be subject to different rules and may not benefit from the same statutory right of withdrawal.
Any applicable MOKO commercial warranty for professional use remains governed by the separate MOKO Warranty Policy.
Nothing in this section limits rights that cannot legally be excluded.
12. Contact
For returns, delivery damage, product issues or refund questions:
MOKO Reformer – Charlène Couturier, Entrepreneur Individuel
Email: info@mokoreformer.com
WhatsApp: +61 477 947 797
Please include your order number and reformer model when contacting us so we can assist you more quickly.