Cancellation and Changes
If the order is canceled or changed within 24 hours of placing the order, no fees will be charged.
If the order is canceled or changed after 24 hours of placing the order and the order has not been shipped out, please note that we will charge a 25% transaction fee for the refund or changed.
We cannot cancel or change the order if the product is already shipped out.
All accessory orders are final and may not be canceled or changed.
Customer Satisfaction Policy
Except for certain equipment and items identified below, your purchase is protected by our 30-day money back guarantee. Should you wish to return any item for any reason, please contact us within 30 days from the date of shipment. Our customer service team will determine whether your order is eligible for return. After confirming your order is eligible, you will receive instructions on how to properly pack the products and return them to us. Please confirm the return address before sending it back, and make sure all components and accessories are included in the original package. Shipping and handling charges on sent and returned items are non-refundable.
Items That May Not Be Returned
Custom Items:
Custom items including items with custom upholstery are non-returnable.
Inspecting Your Equipment Delivery
Upon arrival of your freight delivery, you MUST inspect your order for any shipping damage (damage to the crates/boxes). If damage is visible, you must note it on the delivery waybill in the presence of the delivery person, before you or your agent signs the waybill.
If you designate someone other than yourself to accept delivery of the shipment, instruct them properly. You will be held responsible for any direction your agent gives the delivery company on your behalf.
Damaged Merchandise
We will repair or replace any item, including non-returnable items, that are delivered to you in damaged condition provided that you report such damage to us within three (3) business days from the date you received the item and follow the Return Procedure described below.
1. If the outer carton is damaged, please refuse to sign for the delivery. Take photos of the damage and contact us immediately.
2. If the outer carton is intact but the product inside is damaged, please provide photos of the damaged parts. We will arrange to resend the necessary replacement parts.
Discrepancies
Any discrepancies from the packing slip enclosed with your shipment must be reported to us within three (3) business days from the date you received the shipment.
Return Procedure
To return a returnable item to us, you must contact Jolly Reformer Customer Service with info@jollyreformer.com to receive a Return Merchandise Authorization (RMA) number.
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- The RMA must be clearly marked on the outside of the package of any returned items. Jolly Reformer does not accept responsibility for items returned without an RMA number clearly marked on the outside of the package.
- Proof of purchase must accompany all returns.
- Unless the return is a Warranty Return, we must receive your request for an RMA within thirty (30) days from the date of shipment (the date stated on the invoice). In addition, we must receive the returned item(s) within thirty (30) days from the date on which you received the RMA number.
- Returned items must be in their original condition, including any retail packaging, to be accepted.
- If the item arrived damaged or was not what you ordered, we will pay the return shipping cost. For all other returns, you are responsible for the return shipping cost and for any damage or loss during shipment back to us.
Please note that if users request a refund, we will charge a transaction fee (3.8% for credit card users, 4.5% for PayPal users).
Refund Policy
We will issue a refund within 5 business days after merchandise is received and inspected. You will be notified by email when your order is refunded. We also cannot issue a refund or credit if you return an item to us that becomes damaged during the return shipment, due to improper packaging.