Refund policy
Refund and Returns Policy for Formora
Effective Date: July 2, 2026
At Formora, we want you to be completely satisfied with your purchase. This Refund and Returns Policy explains your rights and our procedures. It works alongside our Terms and Conditions.
1. 14-Day Cooling-Off Period (Change of Mind)
As a UK customer, you have the legal right to cancel your order and return items for any reason within 14 days from the day you (or someone you nominate) receive the goods.
Conditions for returns:
• Items must be unused, in their original packaging, and in a resalable condition.
• All tags, labels, and accessories must be intact.
• We reserve the right to refuse a return or issue only a partial refund if items are returned damaged, soiled, or not in a sellable condition.
How to return:
1. Contact us at online@formora.co.uk within 14 days of delivery with your order number.
2. We will provide return instructions.
3. You are responsible for the cost and risk of returning the goods unless the item is faulty.
Refunds:
• Once we receive and inspect the returned items, we will process your refund to the original payment method.
• Refunds are usually issued within 14 days of receiving the return.
• Shipping costs are non-refundable (except in cases of faulty or misdescribed items).
2. Faulty, Damaged or Misdescribed Items
We honour our obligations under the Consumer Rights Act 2015. If your item is faulty, damaged on arrival, or not as described:
• Contact us as soon as possible (ideally within 48 hours of delivery) at online@formora.co.uk with your order number and photos of the issue.
• We will offer a full refund, replacement, or repair (at our discretion).
• In these cases, we will cover the reasonable cost of return shipping.
3. International Orders (Outside the UK)
• You still have the right to return items within 14 days, but you are responsible for all return shipping costs and any customs/import fees.
• Refunds will exclude original international shipping charges.
• Customs duties and taxes paid are non-refundable.
4. Exceptions and Non-Returnable Items
The following items cannot be returned under the change-of-mind policy:
• Personalised or custom-made items
• Opened hygiene or personal care products (e.g., resistance bands that have been used, supplements if applicable, mats with removed hygiene seals)
• Items that have been assembled or installed
• Gift cards or digital products (if offered in the future)
5. How to Initiate a Return
Email us at online@formora.co.uk with:
• Your order number
• Reason for return
• Photos (if applicable)
We aim to respond to all return requests within 1–2 business days.
6. Refunds Process
• Refunds are processed back to the original payment method.
• It may take up to 10 business days for the money to appear in your account, depending on your bank or card provider.
• Partial refunds may be issued for used or damaged items.
7. Contact Us
For any questions regarding returns or refunds, please email us at:
We are a small UK-based business and value every customer — feel free to reach out if you have any concerns.