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Return & Refund Policy

📦 Return & Refund Policy

Returns, Refunds & Order Cancellation · Last updated: June 2026
1. Order Cancellation
Orders can be canceled at any time before shipment. We will process the cancellation within 2–3 business days.
Orders cannot be canceled after shipment.
Canceled orders will not have inventory reserved.
If order cancellation fails, please follow the return procedure.
2. Inspection & Issue Reporting 
Missing items must be reported to us within 3 business days. Damage caused during transit must be noted on the delivery receipt. If not noted, and the product shows no damage and functions normally, no return or exchange will be provided.
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged. Send photos of the damaged item to pilenapilates@gmail.com. We reserve the right to repair or replace the product at its discretion. If you received the wrong item, please contact us with photos to evaluate the issue.
3. Returns & Refunds
▸ Eligibility
Returns are accepted within 30 days of delivery, provided the item is unused, with all tags and original packaging intact, and the receipt or proof of purchase is included.
Clearance items and special sale items are non-refundable.
We accept returns and refunds under the following circumstances:
  • Eligible for Return
    •     Theitem arrives damaged or defective.
    •     The wrong item was shipped.
    •     The product has a manufacturing defect.
    •     The product is unused, unassembled, and returned in its original packaging within the return window.
  • Not Eligible for Return
    •     Products that have been used, assembled, modified, or damaged due to improper use.
    •     Missing parts or accessories caused by customer misuse or loss.
    •     Items returned without prior authorization.
    •     Clearance, final sale, or customized products (unless defective).
▸ Return Request Process
Before returning an item, you must email us at pilenapilates@gmail.com to request a return. Unauthorized returns will be sent back at the customer's own expense.
If the return is caused by an error on our part, a prepaid return label will be provided within 3 business days.
Returns must include complete return instructions (for refund or exchange, provide your full name, email address, phone number, order number, and if exchanging, the shipping address). Incomplete documentation may delay or prevent processing of the return.
Returned items must be received within 10 days after return approval. We recommend using a trackable shipping service (DHL, FedEx, or purchase shipping insurance). We do not guarantee receipt of the return.
The return warehouse address will be provided to you via email after your return request is approved.
▸ Important Notes
For approved returns of bulky items, all internal components (such as zip ties, foam, and boxes) must be included. Missing items may result in the refusal of the return or the deduction of fees.
Free gifts and accessories must be returned together with the product. If not returned, their retail value will be deducted from the refund.
Any damage caused by the carrier during the return process should be claimed directly with the shipping company.
▸ Fees & Refunds
Return shipping costs are generally the responsibility of the customer. However, for returns due to product damage, defects, or other seller-related issues, we will cover the return shipping cost.
Refunds will be issued to the original payment method within 5–10 business days after the returned item is received. (Customs duties and Shipping fees are non-refundable and, if a refund is issued, will be deducted from the refund amount.)
No refund will be given if the package fails to be delivered due to customer-related issues.
If the return is due to our error, we will cover the return shipping costs.
4. Exchange Recommendation
To ensure a swift exchange, we recommend returning the item and making a separate purchase for the new one. Contact us at pilenapilates@gmail.com to request a return. Once approved, we'll provide you with return details. Items sent back without a return request will not be accepted.
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