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Limited Warranties, Exclusions & Returns

Customer Satisfaction Policy

Live Pilates USA is committed to ensuring customer satisfaction. Given the custom-built nature of our equipment, all sales are final, and we do not offer returns or exchanges. However, we stand behind the quality and durability of our products and will assist with any issues arising from transit damage or missing parts.

Items That May Not Be Returned

Custom Items

Custom-built equipment, including items with custom designs or upholstery, are non-returnable.

Carbon Steel Pilates Equipment

The following equipment is non-returnable:

  • Reformers, including V12 Functional Machines and Cadillac Reformers.

  • Trapeze Tables, Reformer-Trapeze Combinations, Chairs, and Barrels.

Springs and Components

  • All springs and spring extenders.

Wearable Accessories

  • Straps, loops, cuffs, handles, resistance bands, and mats.

Other Non-Returnable Items

  • Upholstery, padding, and any fabric-based items, including gloves, covers, and apparel.

Inspecting Your Equipment Delivery

Upon delivery, you must inspect your order for any visible shipping damage (e.g., damage to crates or boxes). If damage is visible, you must note it on the delivery waybill in the presence of the delivery person before signing.

If someone else is accepting delivery on your behalf, instruct them properly, as you will be held responsible for any directions your agent gives to the delivery company.

Damaged Merchandise

Live Pilates USA will repair or replace items, including non-returnable items, that are delivered in damaged condition. To qualify for this, you must report the damage within three (3) business days of receiving the item and follow the return procedure described below.

Discrepancies

Any discrepancies between the packing slip and the items received must be reported within three (3) business days of receiving your shipment.

Return Procedure

To address transit-related damage or missing parts:

  1. Contact Live Pilates USA Customer Service to obtain a Return Merchandise Authorization (RMA) number.

  2. Clearly mark the RMA number on the package being returned. Items without an RMA will not be accepted.

  3. Include proof of purchase with the return.

  4. Items must be returned in their original condition, including retail packaging, to be accepted.

  5. Returns must be received within 30 days of the RMA issuance.

Shipping Costs

  • If the item arrived damaged or was not what you ordered, Live Pilates USA will cover the return shipping cost.

  • For all other cases, the buyer is responsible for shipping costs and for any damage or loss during the return shipment.

Refunds and Customer Credit

Refunds or credits will be issued after inspection. Refunds will not be issued for used, worn, or damaged items due to improper packaging during return shipment.

Canceling an Order

Capital Equipment

  • Orders canceled within 24 hours of placement are eligible for a full refund.

  • Orders canceled after 24 hours are subject to a 25% restocking fee.

Accessories

  • All accessory orders are final and cannot be canceled.

Changing an Order

Capital Equipment

  • Orders may be changed within 24 hours without additional charge.

  • Changes made after 24 hours will require cancellation and a new order submission, subject to the 25% restocking fee.

Accessories

  • Accessory orders are final and cannot be changed.

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