Refund policy

Last updated: June 2026

1. Made-to-Order Products All MOKO Reformer products are made to order and personalised to each customer's specifications. As such, they are exempt from the standard 14-day right of withdrawal under Article 16(c) of EU Directive 2011/83/EU and Article L221-28 of the French Consumer Code.

However, we do accept returns on a case-by-case basis at our discretion. If you wish to request a return, please contact us within 15 days of delivery. Return shipping costs are the full responsibility of the customer. Products must be returned in their original condition and packaging. We reserve the right to refuse a return if the product shows signs of use or damage caused by the customer.

By placing an order on our website, you explicitly acknowledge and accept these conditions.

2. Order Cancellation Once production has begun, your order cannot be cancelled. Any deposit paid at the time of ordering is non-refundable, as it covers materials and production costs already engaged on your behalf.

If you wish to cancel before production has started, please contact us immediately at info@mokoreformer.com. We will confirm in writing whether cancellation is still possible.

3. Return Process If your return request is accepted, please:

  1. Contact us at info@mokoreformer.com or via WhatsApp at +61 477 947 797 with your order number and reason for return
  2. Wait for written confirmation from us before shipping anything back
  3. Pack the product securely 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, if approved, will be processed within 14 days of receiving the returned product in satisfactory condition. Original shipping fees are non-refundable.

4. Damaged on Delivery If your order arrives visibly damaged, please:

  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.

5. Quality Issues & Defects If your product develops a fault or quality issue after delivery, you must report it within 15 days of delivery. Claims submitted after this period may not be eligible for a remedy under our commercial policy (your statutory legal rights under the 2-year legal warranty remain unaffected — see section 6).

To submit a quality claim, contact us 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 at our discretion:

  • Replacement of the defective part(s)
  • 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.

6. Legal Warranty (Garantie Légale de Conformité) All products sold by MOKO Reformer are covered by the French legal warranty of conformity (Articles L217-4 to L217-16 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).

7. Contact For any return, damage, or quality claim:

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

We aim to handle all claims fairly and efficiently.