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.
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 provide detailed instructions on how to
process the return.
Please note that you as the customer will be responsible for paying the
return shipping costs of the item(s) in your order. A 1.6% restocking fee will apply to returns, to cover the costs incurred by debit/credit cards and Shopify.
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. Deposits received for commercial orders are non-refundable due to the cost of ordering in large quantities of specific items and reserving stock.
*Please note: In order to receive a refund for the item(s) ordered, the
item(s) must arrive back to our distribution centre in "Like New" condition
and must contain all original packaging and accessories. "Like New" means that the items you ordered must not show any visual signs of use.
If items are returned with visual signs of use, the return will not be accepted and no refund will be given.
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.
Products that are specified as certified pre-owned or used are ineligible
for a return.
Pilates Supply Co. only sells to purchasers who intend to use the
item(s) for the duration of its economic life. Orders purchased for the
specific purpose of a "one time use" or "temporary use" are not eligible for
return under any circumstances. This includes but is not limited to;
orders intended for use in a trade show or a conference venue, orders
that are purchased by promotional companies, and orders that are
purchased by trade show facilitators.
For more information on Shipping and Returns see our FAQ page.