While we fully stand by every product that we sell, we understand that sometimes you might change your mind or realize the product you ordered wasn’t exactly what you were hoping for.
That’s why we offer a 30 Day Return Policy. If you decide you want to return an item for any reason within 30 days after receipt of your order, please email us at support@pilatespowerhouse.co.uk with your order number and we will provide detailed instructions on how to process the return. Items cannot be returned to our business address on our website, please email us and we will confirm the return address for your product which will be dependent on the brand of the product.
*Please note the above policy DOES NOT include Total Gym's products as Total Gym do not accept returns.
*For any Power Plate product if you wish to make a return you must notify us within 3 days of delivery of your product.
Please note, you as the customer will be responsible for paying the return shipping costs (in full) of the item(s) in your order. This charge may be higher than the shipping outlined at your original checkout. This is because we subsidize the original shipping fee to reduce our customer costs as much as possible. Once your return item(s) have been received and inspected at our warehouse(s), we will send you an email notification that we have processed your return payment.
*Please note: In order to receive a refund for the item(s) ordered, the item(s) must arrive back to our distribution center in “Like New” condition and must contain all original packaging and accessories.
“Like New” means that the items you ordered must not show any visual signs of wear. If items are returned with visual signs of wear, or have any issues due to use will not be accepted and no refund will be given.
If you decide you want to return your order, please email us at suppor@pilatespowerhouse.co.uk with your order number and we will assist you. We want to make this as simple of a process as possible for you.
Damages
If the product is damaged, you must make note of it immediately when signing for delivery and send photos to support@pilatespowerhouse.co.uk the day of delivery. Pilates Powerhouse will pay for shipping defective, damaged, or incorrect merchandise at our cost.
Remember to keep all the original packaging for any items that need to be returned. All returns need to be authorized by our customer service department prior to being processed. Until this has happened you will not receive your refund.
We will ensure you get the product you ordered, undamaged, as soon as possible. Items that become damaged after use are non-refundable unless specified under warranty.
Cancellations
If you would like to cancel an order, please email or call our customer service team immediately to avoid return shipping fees.
Cancellations received before shipment will receive a full refund.
Orders canceled after items have shipped will follow our 30 Day Return policy and will be subject to return shipping costs.
Other Return Policy Notes:
If a certain vendor or product does not support the return policy stated above, this will be noted in the product descriptions or in the product-specific return information.
Products that are specified as certified pre-owned or used are ineligible for a return, Pilates Powerhouse only sells to purchasers who intend to use the item(s) for the duration of its economic life.
Orders purchased for the specific purpose of “one time use or temporary use” are not eligible for return under any circumstances. This includes but is not limited to; orders intended for use in a trade show or a conference venue, orders that are purchased by promotional companies, and orders that are purchased by trade show facilitators.
For more information on Shipping & Returns see our FAQ page.