Return and Refund Policy

Cancellations & Refunds: At Lux Pilates Shop, we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below).

If you have questions, please send an email to support@luxpilatesshop.com or call us at 425-428-4418.

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at 425-428-4418 or email support@luxpilatesshop.com any time.

Cancellations of Custom Orders

Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order.

These units are custom-made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.

All sales are final for Custom made and Made-to-order products.

Refunds and Returns

If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes.

Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product.

Shipping Times

We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages. Most orders are dispatched within 1-2 business days and delivered within 5-7 business days. Some products can take up to 8 weeks.

Order delays have proven to be unavoidable and outside of Lux Pilates Shop's control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.

Please Read the Following

When you are making a purchase from Lux Pilates Shop, you are acknowledging the following of the Exchange Agreement:

I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Lux Pilates Shop within 24 hours of the product being delivered.
I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange.
I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
I understand that if my order has left the warehouse, I am unable to receive a full refund.
I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 25%.

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to support@luxpilatesshop.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours.

Warranty

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

Returns

The Lux Pilates Shop default is that customers will be responsible for all return shipping charges or re-consignment fees caused by customer error, unless otherwise stated on the product page.

All of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details.

BOGO Promotions

In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you used when placing your order.

All customers agree that they have read, understand, and agree to the terms and conditions above.

Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact support@luxpilatesshop.com.

Chargebacks

Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!

Contact support@luxpilatesshop.com for any questions.

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.

Brand By Brand

Align Pilates

Returns

Please note that only products purchased directly from GoAlignPilates.com may be returned directly to us. If your purchase was made with a reseller or third-part retailer, contact them directly to be eligible for a return. The following steps must be taken as outlined below:

Inspecting your equipment upon arrival. This inspection must be done for any shipping damage to the boxes. If damage is visible, you must make a note on the delivery waybill in the presence of the delivery person. This must be done prior to you signing the waybill. We will not be responsible for damages to your order that is not reported and properly noted on the waybill.
Any discrepancies from the packing list (enclosed with your shipment) must be reported within 72 hours from the time you received your shipment.
Any damaged merchandise will be repaired or replaced that is delivered in damaged condition. This is contingent on reporting the damage to us within 72 hours of the time you received the shipment.
Return procedure, to process a returnable item to us, call GoAlignPilates.com customer service at 1-888-756-7798 to receive a Return Authorization (RMA) number. The RMA number must be clearly marked on every box to be returned, GoAlignPilates.com will not accept any returns without a clearly marked RMA number on the outside of the package.
Returned items must be in their original condition, including any retail packaging, or it will not be accepted. If the item arrived damaged or was shipped in error, we will pay the full return shipping cost. All other returns will be at your cost, and you will be responsible for any damage or loss during the transit.
RMA numbers are valid for 30 days only, if goods are returned after 30 days they will not be accepted.
If the return is being sent from outside of Canada, please contact info@GoAlignPilates.com or 1-888-756-7798 for correct documentation and procedure for carton markings. Any additional handling fees will be the responsibility of the sender and not GoAlignPilates.com.
Returnable items are limited to parts and accessories. Equipment and/or large items can not be returned.

Cancelling or Changing an Order

You may cancel or change an order prior to the shipping of the original order. Any extra credit card or bank fees incurred will be the responsibility of the customer. Once the original order is shipped, the order is subject to a 25% restocking fee.

BASI Systems

- Only items purchased directly from BASI Systems may be directly returned to the manufacturer. Please contact your distributor, reseller or third-party retailer, if the product was not purchased through BASI Systems direct sales.

- Defective equipment will be repaired or replaced according to the product warranty of the purchased product.

- If agreed by BASI Systems to repair or replace your equipment, it is required that your product be returned for inspection and analysis at our manufacturing facility prior to repairing or replacing the product.

- The returned product / products need to be properly re-packed in original packaging and sent in new-like condition with a copy of the original invoice included.

- All authorized returns must include an RA (return authorization) number.

- Returns made without prior authorization (RMA) will not be processed and all incurred charges—shipping or other—will be the responsibility of the returning party. A 20% restocking fee will be applicable to returned items.

- Once product or products are received and inspected, BASI Systems is free to exchange the returned item, issue a credit toward a future purchase, or issue a refund at its option.

- Original outbound shipping charges are not refundable.

- Any products purchased with custom size, customized material or custom configuration cannot be returned or replaced.

- BASI Systems equipment and products are manufactured by hand and slight blemishes and minor imperfections are expected.

- WE OFFER NO REFUNDS ON ANY PRODUCTS DESIGNATED ON THIS SITE AS NON-RETURNABLE, INCLUDING BUT NOT LIMITED TO THE FOLLOWING PRODUCTS:

Custom products: any product ordered with custom upholstery or equipment configuration.

Equipment: Reformers (Reformer, Reformer with Tower, Reformer Combo), Towers and Trapeze Systems (Cadillac, Reformer with Tower, Reformer Combo, Wall Tower, Wall Unit), Chairs and Barrels (Wunda Chair, Arm Chair Barrel Set, Ladder Barrel, Spine Corrector, Spine Corrector with F2 System), Upgrades (F2 System, F2 System with Accessory Package, Tower Only, Trapeze Only), Options and Other Pilates Equipment (Ped-A-Pull, Ped-A-Pull without Stool, Raised Mat, Jump Board, Jump Board for Reformer Combo, Arc, Cushion Block)

Non-equipment products: springs, mat conversions.

Elina Pilates

Return policy

Please note that only items purchased directly from Elina Pilates® can be returned. If you purchased your product through a third-party distributor, reseller, or retailer, please contact them directly.

We have a 30-day return policy from the date of shipment.

To attend a return, the merchandise must be in the same condition in which it was delivered. It must be in its original condition, same packaging, keep the instructions, documentation, accessories (in their original condition too) and must be unused.

The receipt of purchase must be attached to all returns.

If the merchandise meets the above guidelines, please contact the Customer Service of Elina Pilates® to begin the return process at usa@elinapilates.com .

If your return is approved, you will be provided with a RMA (Return Merchandise Authorization) number, which must be visible outside the equipment. Products received without a return authorization number will not be processed, we are not responsible for any item returned without the RMA number clearly marked on the outside of the package.

All returns must be received within 10 days from the acceptance of the return.

The customer will be responsible for the return shipping costs, as well as any damage or loss during shipment that may occur in the equipment.

Any product sent cash on delivery will be rejected.

Non-Refundable

Unless they are covered by the warranty, the following items cannot be refunded:

Customized products: any product ordered with special upholstery.
Equipment: Cadillac, Cadillac-Reformer, Reformer, Ladder Barrel, Combo Chair, Wall Unit, Wall Board Onne, Ped&Pull, Spine, Arcos, Arc, Triangle, Mat, Towers.
Configuration of special equipment.
Accessories and spare parts.
Special shipments.
Amounts collected for the reservation of the goods.

Warranty Return Procedure

To process a return based on warranty, it must first be approved by the Customer Service of Elina Pilates®.

To do this, you must contact us at the email usa@elinapilates.com and the technical service will determine whether or not the problem is an issue that should be treated as a warranty.

Whenever anything is returned to Elina Pilates® that is not covered under warranty or does not meet the warranty return conditions, the purchaser will be solely and fully responsible for the cost of transportation and insurance to return the product to sender.

If the item arrived damaged, it is essential that you write it down on the delivery note, leaving a record of the problem and notify us within a period not exceeding 24-48 hours.

Any defective product may be returned and replaced with the same item, subject to the product warranty. If we choose to repair or replace equipment, this may require that your product be returned for inspection and testing at our facility, prior to shipping the replacement product.

In the case of receiving an item that you did not order, Elina Pilates® will pay the cost of return shipping. But the return conditions will be the same as those expressed previously, the merchandise must be in the same condition in which it was delivered. It must be in its original condition, same packaging, keep the instructions, documentation, accessories (in their original condition too) and must be unused.

Once your return has been received, inspected and processed, and is definitively authorized, the amount of the equipment will be immediately refunded.