Return & Refund Policy

 

Returns

• Duration: Our return policy lasts 30 days. If 30 days have passed since your purchase, we cannot offer a refund or exchange.
• Eligibility: To qualify for a return:
  • The item must be unused and in the same condition as received.
  • The item must be in the original packaging.
• Exemptions: Certain goods cannot be returned, including:
  • Perishable items (e.g., food, flowers, newspapers, or magazines).
  • Intimate or sanitary goods, hazardous materials, and flammable liquids or gases.
  • Additional non-returnable items:
    • Gift cards
    • Downloadable software products
    • Certain health and personal care items
• Proof of Purchase: A receipt or proof of purchase is required to complete your return.

Partial Refunds

In specific cases, only partial refunds may be granted:

• Items with obvious signs of use (e.g., books, CDs, DVDs, VHS tapes, software, video games, cassette tapes, or vinyl records that have been opened).
• Items not in their original condition, damaged, or missing parts due to reasons not caused by our error.
• Items returned more than 30 days after delivery.

Damaged Products

If an item arrives damaged, customers must report the issue within 24 hours of delivery. To process the return or refund for damaged products, the following steps and requirements apply:

Required Proof for Damaged Products

1. Photos:
   • Clear images of the damaged item, showing the defect or issue.
   • An image of the product with its original packaging (including box, labels, and any protective materials).
   • A photo of the shipping label on the package.
2. Videos:
   • A short video (if applicable) showing the functionality issue or defect in action.
3. Additional Details:
   • A brief description of the damage or defect.
   • Include details such as when the item was unpacked and any visible signs of mishandling during shipping.

Steps for Processing Damaged Products

1. Submit a Claim:
   • Customers must email hello@pilatesmove.co with the required proof listed above within 24 hours of delivery.
2. Inspection Process:
   • After reviewing the submitted proof, our team will assess whether the item qualifies for a return, exchange, or refund.
3. Resolution Options:
   • Replacement: If the damage is confirmed, a replacement item will be shipped at no additional cost.
   • Refund: If a replacement is unavailable, a refund will be issued once the claim is approved.
   • Partial Refund: For minor damages that do not affect the product's functionality, we may offer a partial refund (e.g., 10%-20%) as a resolution.

Shipping Damages

• If the damage appears to be caused by the shipping carrier, customers must retain all packaging materials for potential inspection by the carrier.

Non-Reportable Damage

• Claims for damage made after 24 hours of delivery may not qualify for a refund or replacement.

Return Shipping for Damaged Products

• Customers may be required to return the damaged product to us for further inspection.
• In cases where damage is confirmed, half of the return shipping costs are borne by the customer and half by us, in cases where damage is not confirmed, the customer must cover the shipping costs. Refunds (If Applicable)

• Once your return is received and inspected, we will notify you via email regarding approval or rejection of your refund.
• Approved refunds will be processed, and a credit will automatically be applied to your original payment method within 3-5 business days.

Late or Missing Refunds

• If you haven’t received a refund yet:
  1. Check your bank account.
  2. Contact your credit card company; processing times may vary.
  3. Contact your bank; there is often a processing time before a refund is posted.
  4. If you’ve done all of this and still have not received your refund, contact us at hello@pilatesmove.co.

Sale Items

• Only regular-priced items are eligible for refunds. Sale items cannot be refunded or returned.

Exchanges (If Applicable)

• Items can be exchanged only if they are defective or damaged. For exchanges, email us at hello@pilatesmove.co and send the defective item to:
  • Gao Shengrui
  • Xiasha 4th Street No.30, Qiantang District, Hangzhou City / 310018
  • Zheng Shi Garments Old Building Reception Room 205
  • Phone Number: 13857102600

Gifts

• If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of the return. Once the returned item is received, a gift certificate will be mailed to you.
• If the gift giver had the order shipped to themselves, the refund will be processed to the gift giver.

Shipping

• Customers are responsible for paying their own shipping costs for returning items. Shipping costs are non-refundable.
• For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items.
• Depending on your location, the time it takes for exchanged products to reach you may vary.

Customer Responsibility

Restocking Fee

• A 15% restocking fee applies to all accepted returns. Customers will receive 85% of the total amount paid (including shipping fees) to their original payment method within 3-5 business days, depending on their bank.