Refund policy

Refund and Returns Policy

Last updated: July 2026

1. Right of Withdrawal

You have the right to withdraw from your purchase within 14 days of delivery, without giving any reason, in accordance with EU Directive 2011/83/EU and Articles L221-18 and following of the French Consumer Code.

To exercise this right, notify us within 14 days of receiving your order at info@mokoreformer.com or via WhatsApp at +61 477 947 797, stating your order number. You then have a further 14 days to ship the product back.

2. Return Conditions

Return shipping costs are the responsibility of the customer. Given the size and weight of the reformer (75 kg), return shipping requires a freight carrier. We can recommend carriers on request.

The product must be returned securely packed, ideally in its original packaging. Please keep the packaging for at least 14 days after delivery.

You may inspect the product as you would in a shop. If the returned product shows wear or damage beyond what is necessary to establish its nature and characteristics, we may deduct the corresponding loss in value from your refund.

3. Order Cancellation

Orders can be cancelled free of charge at any time before dispatch. Contact us at info@mokoreformer.com with your order number.

4. Return Process

If you wish to return your order:

  1. Contact us at info@mokoreformer.com or via WhatsApp at +61 477 947 797 with your order number
  2. Wait for written confirmation of the return address before shipping anything back
  3. Pack the product securely, ideally in its original packaging
  4. Ship the product at your own cost to the address we provide
  5. Share the tracking number with us once shipped

Refunds are processed within 14 days of receiving the returned product, or of receiving proof of shipment, whichever comes first. The refund includes the product price and standard delivery costs.

5. Damaged on Delivery

If your order arrives visibly damaged:

  1. Note the damage on the carrier's delivery slip at the time of delivery if possible
  2. Take clear photographs of the damaged packaging and product within 48 hours of receipt
  3. Contact us at info@mokoreformer.com with your order number and photos

We will assess the situation and arrange a solution at no cost to you, which may include replacement parts, a replacement unit, or another appropriate remedy. Return shipping costs for damaged goods are covered by MOKO Reformer.

6. Quality Issues and Defects

If your product develops a fault or quality issue after delivery, please report it as soon as possible at info@mokoreformer.com with:

  • Your order number
  • A description of the issue
  • Clear photographs or a short video showing the defect

Depending on the nature of the issue, we will offer one of the following:

  • Replacement of the defective part or parts
  • Exchange of the product or affected components
  • Full or partial refund

We aim to respond to all quality claims within 5 business days. Return shipping costs for confirmed defective goods are covered by MOKO Reformer.

7. Legal Warranty (Garantie Légale de Conformité)

All products sold by MOKO Reformer are covered by the French legal warranty of conformity (Articles L217-3 and following of the French Consumer Code) for a period of 2 years from the date of delivery. Under this warranty, you may request a repair, replacement, or refund if the product does not conform to its description or is unfit for its intended purpose.

You are also covered by the legal warranty against hidden defects (Articles 1641 to 1649 of the French Civil Code).

These legal warranties apply in addition to the MOKO 10 year frame warranty.

8. Contact

For any return, damage, or quality claim:

MOKO Reformer, Charlène Couturier
Email: info@mokoreformer.com
WhatsApp: +61 477 947 797