Refund policy
Returns & Refund Policy — Soul Wellness
At Soul Wellness, we take great pride in the quality of our reformer beds, Pilates equipment, and branded merchandise. We hope you love your purchase, however we understand that sometimes plans change.
Returns
Unless otherwise stated below, returns are accepted within 14 days of receiving your order.
To be eligible for a return, your item must be:
• Unworn, unused and in the same condition you received it
• In its original packaging
• Accompanied by your receipt or proof of purchase
Please note that the customer is responsible for the cost of returning the product to us.
If you are unsure about a product before purchasing, please reach out — our team is always happy to help guide you.
Non-Returnable Items
Due to product customisation and hygiene standards, we cannot accept returns or offer refunds on:
• Reformer beds (made-to-order product)
• Customised or personalised items
• Socks, hats, and water bottles (for hygiene reasons)
• Any item that has been opened, worn, used, or damaged after delivery
All sales of the above items are final.
EU 14-Day Cooling-Off Period — Exclusions Apply
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
Returned items must be:
• Unused and in original condition
• In original packaging
• Proof of purchase provided
However, this statutory cooling-off right does not apply to:
• Customised or made-to-order products
• Sealed items for health or hygiene purposes once unsealed
(including socks, hats, and water bottles)
Refunds
Once we receive and inspect your return, we will notify you of approval or rejection of the refund.
If approved:
A refund will be issued to your original payment method within 10 business days. Please note, your bank or card provider may require additional time to process the refund.
If 15 business days have passed since your refund was approved and you have not received it, please contact us:
Questions? We’re here to help.
If you have any questions prior to purchase, or need assistance with a return, please contact our friendly team, we are happy to support you in choosing what’s right for you.