Refund Policy

Note that only product or products purchased directly from Gentle Factory can be returned. If you did not purchase the product or products directly from Gentle Factory, please contact the relevant third-party distributor, reseller, or retailer that you purchased from.

The defective product or products will be repaired or replaced according to the product warranty of the purchased product.

The returned product / products need to be properly re-packed in original packaging and must be in the same condition which it was delivered. The instructions, any documentations, accessories must be in the same condition as well.

A copy of the original invoice and receipt of purchase must be attached for all returns.

If the product / products meet the above criteria, please contact Gentle Factory Customer Service at enquiry.gentlefactory@gmail.com to initiate the return/refund process.

If your refund/return is approved, an RMA (Return Merchandise Authorization) number will be provided, which must be visible outside of the product or products. Gentle Factory is not responsible for any item returned without the RMA number clearly marked on the outside of the package. Returns made without authorization (RMA) will not be processed.

The return shipping costs, damage or loss that may occur during shipment will be fully responsible by the returning party.

Gentle Factory reserves the right to perform inspection and analysis at our manufacturing facility prior to repairing or replacing the product or products.

Once product or products are received, analyzed and inspected, Gentle Factory is free to exchange the returned product or products, issue a credit toward a future purchase, or issue a refund at its option.

For exchange of product or products, it will be subject to availability. If the requested product or products is no longer in stock, Gentle Factory will contact you via text message with the phone number you provided during checkout to notify you and reserve the right to provide you with information on substitute products of same or higher quality and value that you can order and replace your previous product order.

Any products purchased with custom size, customized material or custom configuration cannot be returned or replaced.

Gentle Factory equipment and products are manufactured by hand and slight blemishes and minor imperfections are expected.

NON-REFUNDABLE
WE OFFER NO REFUNDS ON ANY PRODUCTS DESIGNATED ON THIS SITE AS NON-RETURNABLE, INCLUDING BUT NOT LIMITED TO THE FOLLOWING PRODUCTS UNLESS THEY ARE UNDER WARRANTY:
Custom products: any product ordered with custom upholstery or equipment configuration.
Equipment: Reformers (Reformer, Reformer with Tower), Towers and
Trapeze Systems (Cadillac, Reformer with Tower, Reformer Combo),
Chairs and Barrels (Wunda Chair, Arm Chair Barrel Set, Ladder Barrel, Spine Corrector, Other Pilates Equipment (Raised Mat, Jump Board, Jump Board for Reformer Combo, Arc, Cushion Block)
Non-equipment products: springs, mat conversions, accessories, spare parts