Returns and Refunds

Welcome to Pilates Reformers USA — where your satisfaction is our top priority.

We understand that sometimes a product may not meet your expectations. Our return policy is designed to be fair and transparent, ensuring a smooth experience while protecting both you and our team.

📝 General Return Rules

• Return Window: Returns must be requested within 30 days of delivery.

• Restocking Fee: A minimum 30% restocking fee applies to most returns, including refused shipments and incorrect address returns.

• Product Condition: Returns are only accepted for unused, uninstalled products in original packaging (box, pallet, accessories, documentation).

• Non-Returnable Items: We do not accept returns on:

  • Used or modified items

  • Items not in resalable condition

  • Items missing original packaging

  • Accessories such as filters, short kits, range hood extensions

• Damaged Items: Must be reported within 24 hours of delivery. Include clear photos of any damage to expedite resolution.

🔁 Exchange Policy

• Exchange Window: Requests must be made within 30 days of delivery.

• Condition: Items must be unused and in original packaging.

• Process:

  • Original item is returned and inspected

  • Refund is issued (less fees)

  • Customer places a new order for the replacement item

• Fees: A 30% restocking fee still applies to exchanges.

💳 Refund Processing

Refunds are processed after we:

1. Receive the returned item(s)

2. Inspect for condition and eligibility

3. Approve the return

Refunds are issued to the original payment method and may take up to 72 hours to appear on your statement.

🚚 Starting a Return

To initiate a return, please:

• Contact us at sales@pilatesreformersusa.com or +1 (888) 609-7703 (Mon–Fri, 9AM–6PM EST)

• Provide your Order Number and reason for return

• Our team will review your request and, if eligible, issue a Return Authorization (RA) Number

• Carefully package the item with all original contents

• Clearly label the package with your RA number

• Ship to the return address provided by our team

• Send us the tracking number to monitor the return

Note: Return shipping costs are your responsibility unless the product is defective or damaged.

🏠 Changing Shipping Address

To change your order’s shipping address:

• Contact us immediately at sales@pilatesreformersusa.com or +1 (888) 609-7703

• Provide your Order Number and new shipping details

• Our team will confirm if the update is possible

• A change fee may apply depending on carrier or order status

• We’ll send a confirmation once the update is successful

❓ Frequently Asked Questions (FAQ)

• Can I cancel my order?
  Yes — if it hasn’t shipped yet. Otherwise, our standard return policy applies.

• Do I have to pay for return shipping?
  If the product is defective or damaged, we cover it. Otherwise, return shipping is your responsibility.

• How do I get a return label?
  If your return is approved, we’ll email you a return label to print and attach.

• My refund hasn’t shown up yet — what should I do?
  Check with your bank and credit card provider. If it still hasn’t posted after 7 business days, email us at sales@pilatesreformersusa.com.

📞 Need Help?

We’re here for you!

• Email: sales@pilatesreformersusa.com

• Phone: +1 (888) 609-7703

• Live Chat: Mon–Fri, 9AM–6PM EST

Thank you for shopping at Pilates Reformers USA!
Your trust means everything to us — and we're here to make your experience smooth and stress-free.