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Exchanges/Returns/Cancellation/Changes for Gratz Pilates Products


Exchanges & Refunds 

We put love and care into every Gratz Pilates apparatus, and we want you to be delighted with your new purchase. If there is an issue with your order, we want to solve it, but please keep the following in mind: 

  • Non-upholstered Parts and Accessories can be exchanged or returned within 30 days. This includes but is not limited to Springs, Wheels, Straps, Foot Correctors, etc. 
  • Upholstered products are made on-demand, custom to your order and are non-refundable. Custom products are anything with upholstery as these pieces have been produced on-demand, custom-made in the color of your choice, for you. This includes but is not limited to Reformers, Cadillacs, Mats, Barrels, Chairs, etc – anything upholstered. 

Other important details relating to Exchanges and Returns: 

  • Please review your item(s) upon delivery. Take photos of each apparatus as you unpack in case there are issues or damage in shipping. Retain all packaging if you are considering a return. Please contact us immediately if there are any issues (damage or anything missing). 

  • Once you receive your order, you have 30 days to initiate a return with customercare@gratzpilates.com (applicable to non-upholstered Parts & Accessories only). 

  • Shipping and delivery charges are non-refundable.  

  • You are responsible for the return shipping costs and any damage or loss during shipment back to us. 

  • Refunds will be reduced by a restocking charge equal to 7% of the total purchase price. 

  • Refunds will be made in the same form as the original payment was made. 

  • Returns will reflect original discounts and promotions. 

  • No returns or exchanges can be made for natural variations in wood, metal, or upholstery. 

Upon return, your item will be inspected, and exchanges, credits, or refunds will be issued for the purchase price. Tax will be refunded in accordance with applicable law. Shipping and delivery fees are not refundable except in cases of manufacturing defects or transit damage. We reserve the right to refuse returns or exchanges of items that are not in like-new condition because of misuse or damage caused by a customer. Please keep in mind that apparatus is vulnerable to damage during shipping. For this reason, it’s important that you keep and use the original packaging materials for any items you wish to return. 

Start a return  Please include your full name and order number in your email to Customer Care. 

Order Cancellation 

You can cancel non-upholstered Parts and Accessories orders within 24 hours. 

You can cancel Custom orders free of charge any time before production begins (in accordance with published lead-times). If your order is already in production, you will be refunded the amount paid minus 25% restocking fee. 

To cancel an order contact customer care with your order number and a note on why you want to cancel your order. 

Change Order 

You can change non-upholstered Parts and Accessories orders within 24 hours. 

You can change Custom orders including custom-made upholstery free of charge before it goes into product (production schedule is based on published lead-times). Changing your order may delay your shipping date.  

If you change an upholstered custom-made item when it is already in production (i.e. upholstery color), you will incur a 25% restocking fee for the custom item. 


 

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