Refund policy

 

Last updated: 17 August 2026

1. Cancelling Your Order

You have 24 hours from placing your order to request a cancellation before dispatch. Email info@mokoreformer.com with your order number.

After 24 hours, cancellations under this policy are no longer available. However, your statutory consumer rights, including the right of withdrawal where applicable, remain unaffected.

2. Changed Your Mind?

For online purchases, consumers generally have 14 days from receiving their reformer to change their mind, without giving a reason.

Once you've notified us, you have a further 14 days to send the reformer back. Please wait for our return instructions before arranging transport.

3. Return Shipping

Our reformers are big, heavy and require freight transport.

For a change-of-mind return, return shipping is paid by the customer. Costs typically range from €400 to €1,000, depending on your location, destination and chosen carrier.

Please keep the original packaging where possible and pack the reformer securely.

If your reformer is faulty or does not conform to the contract, different rules apply and MOKO will cover the costs it is legally required to pay.

4. Refunds

When you validly exercise your right of withdrawal, we'll refund the amounts required by law, including standard delivery costs where applicable.

Refunds are issued using your original payment method. For returned goods, we may wait until we receive the reformer or receive proof that you've sent it back, whichever happens first.

5. Damaged or Faulty Products

If your reformer arrives damaged or develops a fault, contact info@mokoreformer.com.

For visible transport damage, we recommend photographing the packaging and product, noting the damage on the delivery documents where possible, and contacting us within 48 hours to help with the carrier investigation. This recommendation does not limit your legal rights.

We'll assess the issue and, where Moko is responsible, provide the remedy required by law. Depending on the circumstances, this may include repair, replacement, a price reduction or a refund.

Questions?

Email: info@mokoreformer.com
WhatsApp: +61 477 947 797

Please include your order number and reformer model so we can help you more quickly.