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Return

How can I cancel my order?

We can honor a 100% 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 or already shipped, then you will need to follow our return policy instructions. You will be accountable for any shipping costs and a 3% processing fee on credit card transactions. If the product as not shipped, a full refund or exchange can be made easily by contacting us. 

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
Orders with missing pieces or defective will fall under warranty and can be returned.
  • Reference your order number as proof of purchase 
  • Returned items 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 you are responsible for the return shipping cost and for any damage or loss during shipment back to us.