Return Policy

Return Policy

Effective Date: 05/07/2025
Thank you for choosing FlexxFormer. We take pride in delivering high-quality Pilates equipment and strive to offer a professional and transparent service. Please read the following return policy carefully before making a purchase.

1. 30-Day Return Policy

We offer a 30-day return window from the date of shipping.

To be eligible for a return, the item must:

  • Be unused and in the same condition as when it was delivered

  • Be returned in its original packaging, with all accessories, documentation, and instructions included

  • Include valid proof of purchase

If your product meets these requirements, please contact us at hello@flexxpilates.co.uk to initiate the return process.

2. Return Authorization Required

Once your return is approved, we will issue you a Return Merchandise Authorization (RMA) number. This number must be clearly marked on the outside of the return package.

  • Returns without an RMA number will not be accepted or processed

  • All returns must be received within 30 days of the shipping date to be eligible

3. Customer Responsibility for Returns

Customers are responsible for:

  • All return shipping costs

  • Ensuring that the item is securely packaged to prevent damage during transit

  • Using a trackable shipping service or purchasing shipping insurance

We are not responsible for lost or damaged returns. Cash on Delivery (COD) shipments will not be accepted.

4. Refund Deductions

All approved returns are subject to:

  • A 20% restocking fee

  • A 3% processing fee on credit card transactions

These fees will be deducted from your total refund. Refunds will be processed after the returned item has been received, inspected, and approved.

5. Non-Refundable Items

Unless covered under warranty, the following items are non-refundable:

  • Custom products (e.g. special upholstery)

  • Special equipment configurations

  • Accessories and spare parts

  • Special/custom shipments

6. Warranty Return Procedure

To process a warranty-related return, contact FlexxFormer at hello@flexxpilates.co.uk

  • Their technical team will determine if your issue is covered by warranty

  • If not covered, the buyer will be fully responsible for return transport and insurance

  • If a repair or replacement is approved, the item may need to be returned for inspection

If an incorrect product was shipped, Flexx will cover return shipping, but all original packaging, accessories, and documentation must be intact and the item must be unused.

7. Return of Defective or Damaged Products

All product damage, incorrect items, or missing components must be reported within 48 hours of delivery.

To file a claim:

  • Note "Damaged goods, pending inspection" on the delivery slip at the time of receipt

  • Send the claim to us within 24–48 hours

  • Include the following photographs:

    • The damaged box

    • Shipping labels

    • Damaged items (clearly visible)

Failure to report damage within the required timeframe may result in the claim being denied. FlexxFormer cannot be held responsible for transport claims that are not properly documented.

Contact Us

For all return, refund, or warranty inquiries, please contact:
📧 hello@flexxpilates.co.uk