Refund policy

At GymFrog, we care deeply about the quality of our Pilates equipment and your experience with it. If something is not right, we will do our best to help. This Return & Refund Policy explains when and how you can return a product purchased on gymfrog.eu and how refunds are handled.

1. Scope of this Policy

This policy applies to consumer purchases made directly from gymfrog.eu. If you bought GymFrog products from another retailer or marketplace, please contact them directly for returns and refunds.

2. Return Deadlines

  • EU consumers – legal right of withdrawal: If your order is delivered to a country within the European Union, you have a legal right to cancel your order within 14 days from the day you receive the goods, for any reason.
  • Extended return (all customers): In addition to the EU 14-day withdrawal right, we offer a voluntary return period of up to 30 days from delivery for eligible products, subject to the conditions below.

To start a return, you must contact us within the applicable timeframe at support@gymfrog.eu before sending anything back. Returns that are sent without prior approval and instructions may be refused.

3. Return Eligibility & Product Condition

To be eligible for a return, the following conditions generally apply:

  • The item must be in unused condition (you may inspect it as you would in a showroom).
  • The item should be unassembled wherever reasonably possible.
  • The product must be in its original packaging, including all accessories, tools and manuals.
  • You must provide a valid proof of purchase (order confirmation or invoice).

If a returned product shows signs of use, assembly marks, missing parts, or damage beyond normal inspection, we may deduct a reasonable amount from your refund to reflect the loss in value.

4. EU Right of Withdrawal (14 Days)

If your order is delivered to an EU country, you may exercise your legal right of withdrawal within 14 days from the day you (or a person you designate) receive the goods.

When you use this legal right:

  • You must notify us clearly (e.g. by email) at support@gymfrog.eu, stating your name, order number and the items you wish to return.
  • You must send the products back without undue delay and in any event no later than 14 days after informing us of your decision to withdraw.
  • You are responsible for the direct cost of returning the goods, unless the product is defective or we have sent the wrong item.
  • We will refund you the product price and, where applicable, the standard delivery costs of your original order. Any additional costs for express or special delivery will not be refunded.

We will not charge a restocking fee when you correctly exercise your EU withdrawal right and the product is returned in a condition that only reflects normal inspection.

5. Voluntary 30-Day Return Policy (Change of Mind)

Beyond the EU legal withdrawal period, and for non-EU orders, we offer a voluntary return window of up to 30 days from the date of delivery for most Pilates equipment and accessories.

For these change-of-mind returns:

  • Products must meet the condition requirements in Section 3.
  • Return shipping costs: Due to the size and weight of Pilates reformers and large equipment, customers are responsible for arranging and paying for return shipping. These returns typically require a freight carrier.
  • Handling / restocking fee: For large equipment (such as reformers), a reasonable handling and restocking fee of up to 20% of the product price may be deducted from your refund to cover inspection, repackaging and original logistics costs.

The exact amount of any deduction will depend on the condition of the product and the completeness of the packaging when received back at our facility.

6. Damaged, Defective or Wrong Item Received

We carefully inspect and pack every order. However, if your product arrives damaged, defective, or if you receive the wrong item, please contact us within 3 days of delivery at support@gymfrog.eu.

Please include:

  • Your order number
  • Clear photos or videos showing the issue and the packaging
  • A brief description of what went wrong

Once we confirm the issue, we will work with you to arrange a repair, replacement, or refund in line with our warranty coverage. For confirmed manufacturing defects or our shipping errors, GymFrog will cover the return or replacement shipping costs.

7. Return Shipping & Addresses

Please do not send any items back to the sender’s address or without contacting us first. Return shipments sent without our approval or to the wrong address may be refused or lost.

After we approve your return request, our customer service team will provide you with:

  • The correct return address for yo