Refund policy
Returns & Refunds Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Please note that return shipping costs are the responsibility of the customer.
We can only cancel your order within the first 24 hours of placing it. If more than 24 hours have passed, we are unable to proceed with the cancellation request.
To be eligible for a return, your item must be in the same condition that you received it—unworn, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, contact us at hello@pilatesglo.com.au
If your return is accepted, we will provide instructions on how and where to send the package. Return shipping costs are the responsibility of the customer, and we do not provide return shipping labels. Items sent back to us without first requesting a return will not be accepted.
Feel free to reach out with any return-related questions at hello@pilatesglo.com.au
Damages and Issues Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. We'll evaluate the issue and make it right.
Exceptions / Non-Returnable Items Certain types of items cannot be returned, such as perishable goods (food, flowers, or plants), custom products (special orders or personalised items), and personal care goods (beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Digital products are non-refundable due to the nature of the product. Please reach out if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges The fastest way to get the item you want is to return the original item and, once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling-Off Period If your merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As mentioned above, the item must be in the same condition you received it—unworn, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds Once we’ve received and inspected your return, we’ll notify you whether your refund was approved or not. If approved, your refund will be processed back to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to post the refund.
If more than 15 business days have passed since we approved your return, please contact us at hello@pilatesglo.com.au