Refund policy

Last updated: 01-31-2026

This Returns & Refunds Policy explains how returns, exchanges, and refunds work on Pilates Girl. By placing an order on our website, you agree to the terms below.

1) Shipping & Dispatch Timeframes

Orders are typically processed within 24 to 48 business hours.

For full delivery timelines, including estimated shipping times and possible delays, please refer to our Shipping Policy.

2) Return Window (30 Days)

You may request a return within 30 days of delivery (based on tracking confirmation or delivery proof).

To be eligible for a return:

  • The item must be unused, unworn, and in its original condition.
  • The item must be returned with all original packaging, accessories, and inserts (if applicable).
  • Any product showing signs of wear, washing, damage, odors, or alteration may be refused.

3) How to Request a Return (Email Required)

All return requests must be submitted by email.

Please contact our support team at: contact@pilates-girl.com
Include:

  • Order number
  • Full name used on the order
  • The item(s) you wish to return
  • The reason for return (optional but helpful)
  • Photos (required if the item is defective/damaged)

Once your request is approved, we will provide:

  • The return address, and
  • A return label (where applicable, see below)

4) Return Shipping Costs & Return Labels

Return shipping costs are the responsibility of the customer, unless the item is confirmed defective, damaged, or incorrect.

Return label procedure:
Return label requests must be made by email.
If a return label is provided by Pilates Girl, we will supply the label and the correct return address. The cost of the return shipping remains charged to the customer (deducted from the refund or invoiced depending on the return method), unless otherwise stated in writing.

5) Refunds

Refund eligibility

Refunds are issued after:

  1. Your return is received, and

  2. The item is inspected and approved.

Refund timeframe

If approved, refunds are processed to the original payment method. Processing times vary by payment provider and bank. In most cases:

  • Refund confirmation is issued within 3 to 7 business days after inspection
  • Your bank may take additional time to post the funds

Partial refunds

A partial refund may be applied if:

  • The item is returned used, worn, washed, damaged, or incomplete
  • Original packaging/accessories are missing
  • The return does not comply with this policy

6) Exchanges

We do not guarantee direct exchanges in all cases due to stock availability.
If you want a different size or color, the fastest solution is usually:

  1. Return the original item (according to this policy), then

  2. Place a new order for the desired item

If you need help choosing the correct size, contact us before ordering.

7) Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at contact@pilates-girl.com with:

  • Order number
  • Clear photos/video of the issue
  • Photos of packaging (if relevant)

We will evaluate the case and offer an appropriate solution (replacement, refund, store credit, or other remedy), depending on the situation.

8) Cancellations & Order Changes

Because orders are dispatched quickly (within 24–48 hours), cancellations or changes are not guaranteed once processing begins.

If you need a change, email us as soon as possible after ordering. If the order has already shipped, it will need to follow the return process.

9) “Money-Back Guarantee” & Product-Specific Terms

Certain products or offers may display specific shipping timeframes, return conditions, or money-back guarantee terms on their product pages.

All orders are subject to the terms outlined in this policy. Product pages may provide additional information, but do not override these terms.

We aim to keep all information consistent across our website. If any discrepancy appears, please contact us and we will clarify immediately.

10) Non-Returnable Items (If Applicable)

For hygiene and safety reasons, some items may be non-returnable when opened or used (e.g., intimate-contact items, sealed hygiene products). If an item is non-returnable, this will be stated clearly on its product page.

11) Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account again

  2. Contact your payment provider (processing delays are common)

  3. Contact your bank (posting times vary)

  4. If still unresolved, email us and we will assist you

12) Contact

Business Address: 811 Buffalo Park Drive, #1001, Houston, Texas 77019, United States. For any questions regarding these Terms, contact us at: contact@pilates-girl.com

We take every inconvenience seriously. If anything feels off, late tracking updates, missing package, wrong item, email us immediately so we can assist you as quickly as possible.