Pilates Warehouse

Studio Solutions

REFUND POLICY

Refund & Returns Policy

At Pilates Warehouse, we strive to ensure every customer is completely satisfied with their purchase. If you are not fully happy with your order, you may be eligible for a return or refund under the terms below.

1. Eligibility for Refunds

Refunds will only be issued after the returned product has been received and inspected by Pilates Warehouse. A refund will be approved if one or more of the following apply:

  • The product was delivered damaged or defective (within warranty terms).

  • The incorrect product was delivered.

  • The product does not match the agreed specifications stated on your invoice.

Note: Custom-made, modified, or special-order items are non-refundable unless the defect or error originated from Pilates Warehouse.

2. Return Conditions

To qualify for a refund or exchange, all the following conditions must be met:

  • The item must be unused, in its original packaging, and include all accessories, manuals, and components.

  • You must submit your return request in writing within seven (7) calendar days of delivery.

  • Your written request must include:

    • The invoice number

    • The reason for return

  • Contact us via email: daniel@pilateswarehouse.co.za or phone: 082 803 7314 to initiate the return.

  • Returns sent without prior written notice will not be accepted or processed.

3. Handling Fees

  • A 20% handling fee applies to correctly delivered items returned due to customer error, change of mind, or incorrect order placement.

  • No handling fee applies where the return is due to a defective product or error by Pilates Warehouse.

4. Shipping Costs for Returns

  • Customers are responsible for return shipping costs, unless the return is due to a Pilates Warehouse error (e.g., incorrect or defective item).

  • We recommend using a trackable courier service, as Pilates Warehouse cannot be held liable for lost return parcels.

5. Refund Processing

Once your returned item has been received and inspected:

  • Refunds are processed within 7–10 business days to the original payment method used.

  • Any applicable handling fee will be deducted from the refund total.

  • Refunds will not be issued for:

    • Items showing signs of use, wear, or damage

    • Damage resulting from incorrect assembly or misuse

    • Returns submitted outside the seven-day return window

6. Exchanges

If you wish to exchange an item for a different product, please contact us first to confirm availability and any price difference. Exchanges follow the same inspection and eligibility process as refunds.

7. Contact Details

For return or refund queries:
Email: daniel@pilateswarehouse.co.za
Phone: 082 803 7314

8. Consumer Protection

This policy aligns with the Consumer Protection Act (CPA) of South Africa, ensuring your statutory rights are upheld.