oinue Return and Refund Policy

At oinue, we are committed to providing high-quality Pilates reformers and a reliable customer experience. Please review our return and refund policy carefully before placing your order.

1. Order Cancellation

Before Shipment (Standard Products):
You may cancel your order free of charge before it has been shipped.

After Shipment (Standard Products):
If your order has already been shipped, cancellation will be treated as a return. You will be responsible for all related shipping costs, including original outbound shipping and return shipping fees.

Custom Orders:
Fully customized or made-to-order products cannot be canceled once production has begun. If cancellation is requested before production, a processing fee may apply.

2. Return Timeframe

You may request a return within 30 days of delivery for Standard Products.
Requests made after this period will not be accepted.

3. Return Conditions

A. Standard Products (Non-Customized)

To be eligible for a return:

• The item must be in unused or lightly used condition (inspection only)
• The product must be free from damage caused by misuse
• Original packaging is preferred, but not mandatory (repackaging fees may apply)

Customer-Initiated Returns (Non-Quality Issues):
If the return is due to personal reasons (e.g., change of mind, incorrect selection), the customer is responsible for:

• Return shipping costs
• Original shipping costs (non-refundable)
• A restocking fee of 20% of the product price

Due to the size and weight of Pilates equipment, return shipping costs may be significant. We recommend contacting us before initiating a return.

B. Fully Customized Products

All customized or made-to-order products are non-returnable and non-refundable.

By placing an order for a customized product, you acknowledge that the item is produced based on your specifications and cannot be resold.

If a customized product arrives damaged or defective, please refer to Section 6 below.

C. Non-Returnable Items

For hygiene and product integrity reasons, the following items cannot be returned:

• Opened cushions, springs, straps, or accessories
• Any customized or personalized items

4. Refund Process

Step 1 – Request:
Please contact us at service@oinue.com within 30 days of delivery.
Include your order number, reason for return, and clear product photos.

Step 2 – Approval & Return Instructions:
Once approved, we will provide return instructions and the return address.

Step 3 – Inspection:
After receiving and inspecting the returned item, we will confirm eligibility.

Step 4 – Refund Issued:
Refunds will be processed within 10 business days to the original payment method.

Please note:

• Original shipping fees are non-refundable
• Restocking fees will be deducted where applicable

5. Exchange Policy

We only offer exchanges for items that are:

• Damaged on arrival
• Defective
• Incorrectly shipped

Please contact us within 30 days of delivery, and we will arrange a replacement at no additional cost once verified.

6. Damaged or Defective Items (DOA)

If your item arrives damaged or defective, you must notify us within 48 hours of delivery.

To process your claim, please provide:

• Photos of the outer packaging
• Photos of the damaged area
• Clear description of the issue

We will arrange repair, replacement, or parts at no cost based on assessment.

7. Refused Delivery & Failed Delivery

If a shipment is refused or cannot be delivered due to customer-related reasons (e.g., incorrect address, no one available to receive the shipment):

• The order will be treated as a return
• All shipping, handling, and return costs will be deducted from the refund

8. Shipping Responsibility

For customer-initiated returns:

• Customers must use a trackable shipping method
• We recommend purchasing shipping insurance

oinue is not responsible for lost or damaged return shipments.

9. Contact Us

If you have any questions, please contact us:

Email: service@oinue.com