Return

How can I cancel my order?

We can honor a refund if your product is cancelled within 24 hours. It’s important to contact us as soon as possible when trying to cancel an order. Please submit your request in writing including the order number, product, and your contact information. We will try our best to cancel for you. If the product is in production, you will be subjected to a 40%-60% restocking fee depending on how far along your reformer is in the manufacturing process. If your order has already shipped, then it's too late to cancel your order. Not all orders can be cancelled after 24 hours. If your order is eligible for a refund, you may be held accountable for any shipping costs and processing fee on credit card transactions.

Can I return my order?

Customer satisfaction is very important to us. Our Customer Services Support Team is here to assist you. To return a returnable item to Pilates Connector, Buyer must send an email to Support@PilatesConnector.com within 24-72 hours of your original purchase date.
Non-Returnable 

Unless covered by warranty, these products are not returnable:

  • Custom products: any product ordered with custom upholstery or equipment configuration.
  • Equipment: reformers, wood reformers, trapeze and mat tables, reformer/trapeze combinations, reformers with towers, chairs and ladder barrels.
  • Non-equipment products: springs, twin mat conversions, wall tower mats.
  • Sale items: Items purchased at a sale price
  • DVDs: opened DVDs are not returnable unless defective. Defective DVDs may be exchanged for an identical replacement.

Return Procedure

All customers must follow the return protocol to qualify for a refund. Customers must submit photos/videos of the product in order for Customer Support to determine the best course of action. Customers who do not submit photos of the return request will be considered an invalid request.
Actions before possible refund:
  • Orders with missing pieces or defective, will fall under Manufacturing Warranty and can be returned. 
  • Orders with shipping damage, will fall under Shipping Insurance and will be replaced.
  • Orders with customer assembly errors are required to submit photos. A Pilates Technician will be sent free of charge to inspect and resolve the issue.  

Please make sure to:

  • Reference your order number as proof of purchase 
  • Returned items request must be in their original condition, including any retail packaging, in order to be accepted.
  • Photos of damage or defect must be sent to Support@PilatesConnector.com. 
  • If the item arrived damaged or was not what you ordered, Pilates Connector will pay the return shipping cost. For all other returns, customers are responsible for the return shipping cost and for any damage or loss during shipment back to us.