Refund policy

You may return most new, unopened items sold and fulfilled by Pilates Store within 30 days of receipt for store credit only, less shipping and handling. Refunds are issued for products that were out of stock. Refunds are processed once products are received in house and are accounted for. We’ll also pay the return shipping costs if the return is a result of our error. Items should be returned in their original product packaging. Returns will not be accepted after 30 days of customer receipt. Exchanges will need to be sent back to Pilates Store at the customer's expense. If the error is on behalf of Pilates Store, then Pilates Store will cover the shipping cost. Special order or custom color items cannot be returned or refunded.

To start a return, you can contact us at pilatestores@gmail.com. Please note that returns will need to be sent to the following address: 2225 Grant Ave, San Lorenzo CA 94580

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at pilatestores@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at pilatestores@gmail.com.