Shipping, Warranty, and Returns Policy

Shipping Policy

Pilates Warehouse delivers to all major cities and outlying areas in South Africa.

Deliveries typically take 5 to 10 business days. If stock is on hand, it will be dispatched within 5 working days. Delivery times may be affected by high demand, public holidays, courier issues, or regional disruptions.

Deliveries take place Monday to Friday, excluding public holidays. We recommend having someone available to receive and sign for the delivery to ensure fast and efficient service. It is important to double-check that you have entered the correct postal code and contact number when placing your order.

In the rare event of a delay due to location or unforeseen circumstances, we will do our best to communicate timeously. Please note that couriers do not always call prior to delivery.

If any box or product damage, or missing parts, are noticed at the time of delivery, you must notify us in writing within five (5) business days of delivery along with the signed Proof of Delivery document.

Warranty Policy

Pilates Warehouse offers a limited warranty covering manufacturing or material defects. This warranty begins on the date of delivery to the original purchaser. It is not transferable. Any parts repaired or replaced under this warranty are only covered for the remainder of the original warranty period.

Products are warranted to be free from defects in material or workmanship. If a product is found to be defective within the warranty period, Pilates Warehouse will, at its sole discretion, repair, replace, or refund the defective item, provided that the following conditions are met:

• The defect is due to a manufacturing or material issue.
• The product was used only for its intended Pilates purpose, and proper safety, maintenance, and usage guidelines were followed.
• The product has not been subjected to misuse, abuse, unauthorized modifications, or improper repairs.
• The defect did not result from normal wear and tear, or from scratches, tears, or stains on fabric and upholstery.
• The equipment was not exposed to unsuitable environments such as high humidity, dust, or outdoor conditions unless approved by Pilates Warehouse.
• The defect was not caused by improper apparel (e.g., jeans, overalls) that can damage upholstery or equipment.
• The defect was not caused by chemicals, oils, bleach, salt, sand, tree sap, or abrasive substances.
• The equipment was not damaged by fire, flooding, lightning, accidents, or any other cause beyond our control.
• The claim is made within the applicable warranty period and supported by proof of purchase.

If damage or missing parts are discovered upon delivery, claims must be made within five (5) business days along with the signed delivery document.

This warranty does not apply if the customer fails to replace springs on spring-loaded equipment every two years or after 3,000 hours of use, whichever comes first. The warranty also excludes equipment that has been resold.

Important: This warranty is exclusive and supersedes all other warranties, whether express or implied. Pilates Warehouse shall not be liable for incidental, consequential, or punitive damages.

To initiate a warranty claim, please contact:

Returns and Refunds Policy

At Pilates Warehouse, your satisfaction is important to us. If you need to return a product, the following terms apply:

Eligibility for Returns

You may return a product if:

• You ordered the incorrect item (you will be liable for return and redelivery costs unless we are notified before delivery).
• You received the incorrect product as per the invoice.
• The product was damaged during delivery.
• The product is defective or not functioning as intended, within the warranty terms.
• The product does not meet the specifications agreed to in the sales agreement or invoice.

Please note: Custom-made or modified products cannot be returned unless there is a defect or error caused by Pilates Warehouse.

Conditions for Returns

• The product must be in perfect condition unless it was defective at delivery.
• Items must be returned in their original packaging, with all accessories, components, and manuals.
• Return requests must be submitted within seven (7) calendar days of delivery.
• Returns must be made in writing with your invoice number and a reason for the return.
• Contact us via email at daniel@pilateswarehouse.co.za or message 082 803 7314.
• No return will be processed without written notice.

Handling Fees

• A 20% handling fee applies if a correctly delivered item is returned due to a change of mind or incorrect order.
• No handling fee applies if the return is due to an error on our side or product defect.

Return Shipping

The customer is responsible for the cost of return shipping unless the return is due to an error by Pilates Warehouse.

Refunds

Once the returned product has been received and inspected:

• Refunds will be processed within 7 to 10 business days to the original payment method.
• If applicable, the 20% handling fee will be deducted.
• Refunds will not be issued for products showing signs of use, damage caused by incorrect assembly or improper handling by the customer, or returned outside the eligibility conditions.

For any questions about these policies, please contact:

Thank you for choosing Pilates Warehouse.