Return & Refund Policy
Last updated : 5 may 2026
Returns Policy
At Valora Pilates, we want you to be completely happy with your equipment. You have 30 days to change your mind, in accordance with our returns policy detailed below.
1. RETURNS WINDOW
You have 30 days from the date of physical receipt of your order to submit a return request. After this period, no refund requests can be accepted.
2. CONDITION OF RETURNED ITEMS
To be eligible for a return and full refund, all items (reformers and accessories) must meet the following conditions:
Unused and unworn: The product must show no signs of wear, scratching, assembly, or use.
In original condition: The product must be clean, intact, and complete.
Original packaging required: The product must be returned in its original packaging (wooden crate or reinforced cardboard) with all interior protections, manuals, and accessories included.
Please note: Any returned item that arrives poorly packaged, incomplete, or damaged at our warehouse cannot be refunded in full.
3. RETURNS PROCEDURE (IMPORTANT)
Please never send your order back to our registered office address. Our administrative offices are not equipped to receive pallet deliveries.
To initiate a return:
Contact us at contact@valorapilates.com with your order number. We will approve your request and provide you with the exact address of our logistics warehouse. You must ship the item using a carrier that provides a tracking number and insurance (strongly recommended).
4. RETURN SHIPPING & RESTOCKING FEES
Return shipping costs: These are the sole responsibility of the customer, unless the item received is faulty or the return is due to our error.
Cost estimate: Given the size and weight of the reformer (~70kg), return shipping via a specialist carrier is estimated between £100 and £300 depending on your location.
Restocking fee: We do not charge any restocking fee (£0).
5. REFUNDS
Once the item has been received and inspected by our team at the warehouse, we will process your refund. If the product is in satisfactory condition, the refund will be issued within 5 to 10 working days to the original payment method used at checkout.
6. EXCHANGES
If you wish to exchange a product, the quickest process is to return the original item for a refund and place a new order for the alternative model. In the case of a technical fault, please contact us directly and our after-sales team will take care of you.
7. NON-RETURNABLE ITEMS
For hygiene or personalisation reasons, certain items cannot be returned once opened (e.g. intimate accessories, socks, made-to-order products).
8. LEGAL NOTICE & COMPANY INFORMATION