While we fully stand by every product that we sell, we understand that sometimes you might change your mind or decide the product you ordered wasn't exactly what you were hoping for.
That's why we offer a 14 Day Return Policy.
Returns
If you decide you want to return an item for any reason within 14 days after receipt of your order, please email us at returns@pilatessupplyco.com.au with your order number and we will send you instructions on how to send the package back to our warehouse in NSW. Items sent back to us without first requesting a return will not be accepted.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Return Costs
Please note that customers will be responsible for paying the return shipping costs of the item(s) in your order. A 3% handling fee will apply to returns.
Once your return item(s) have been received and inspected at our warehouse(s), we will send you an email notification that we have processed your return payment. Please remember it can take some time for your bank or credit card company to process and post the refund too.
*Please note: If items are returned with visual signs of use, a partial refund will apply.
If you decide you want to return your order, please email us at returns@pilatessupplyco.com.au with your order number and we will assist you.
We want to make this process as simple as possible for you.
Damages
If the product is damaged, you must make note of it immediately upon
signing for delivery and send photos to support@pilatessupplyco.com.au on the day of delivery.
Remember to keep all original packaging for any items that need to be returned. All returns need to be authorised by our customer service department prior to being processed.
We will endeavour to replace your item(s) as soon as possible. Items that become damaged after use are non-refundable unless specified under warranty.
Cancellations
If you would like to cancel an order, please email or call our customer service team immediately to avoid return shipping fees.
Cancellations received before shipment will receive a full refund.
Orders canceled after items have shipped will follow our 14 Day Return policy and will be subject to return shipping costs.
Other Return Policy Notes:
If a certain vendor or product does not support the return policy stated above, this will be noted in the product descriptions or in the product-specific return information.
For more information on Shipping and Returns see our FAQ page.