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Returns, Cancellations, and Changes

This policy is supplementary to our Terms & Conditions. Where there is any conflict, your statutory rights as set out in the Terms & Conditions will always take precedence. For full details of your legal rights, please refer to our Terms & Conditions available at https://www.balancedbodypilates.uk.com/legal.

Customer Satisfaction Policy 

  • Customers are encouraged to inspect deliveries and report any damage promptly (see Inspecting Your Delivery, Damaged Merchandise and Discrepancies, below).
  • To initiate a discretionary return or cancellation, please contact our Customer Service team to obtain a Return Merchandise Authorisation (RMA) number and provide proof of purchase (see Return Procedure below).
  • Please contact us within 14 days from the date of delivery. We will gladly exchange the returned item, issue credit for a future purchase (see Customer Credit, below), or issue a refund.
  • Shipping and handling charges on shipped and returned items are paid by customer and are non-refundable. 
  • Please note that products must be returned in the original packaging and condition. For returning non-custom large equipment, the product must be returned in the same complete shipping packaging it was received in, including all protective foam.
  • Certain items cannot be returned for hygiene or customisation reasons. For the full list of non-returnable products, please see below for Items That May Not Be Returned.
  • For statutory returns (e.g., if your goods are faulty, not as described, or not fit for purpose), policy requirements do not restrict your legal rights. Statutory returns are governed by UK consumer law as set out in our Terms & Conditions.

For more information on Balanced Body Warranties or concerns of a defective product, click here.

Items That May Not Be Returned

Custom Items:
The following items with custom upholstery are non-refundable:

Wooden Pilates Reformers, Towers & Other Equipment:
Studio Reformers®, Clinical Reformers®, CenterLine® Reformers, Ron Fletcher Reformers®, Trapeze Tables (Cadillac), CenterLine® Cadillac, Reformer Trapeze Combination® Units, Clinical Reformer® with Tower and Mat, Studio Reformer® with Tower and Mat, CenterLine® Reformer with Tower and Mat, Wall Towers with Mat and Moon Boxes, Mats for Wall Towers, CenterLine® Pole System with Mat and Moon Box, 

Pilates Chairs and Barrels:
Wunda Chairs, Arm Chairs, Exo® Chairs, Combo Chairs, CenterLine® Chairs, Ladder Barrels

Other Non-Refundable Products

The following products made of fabric or foam cannot be returned due to hygiene concerns.

Pilates Accessories*
All Loops, Straps, Cuffs, Handles, Fuzzies, Handle Pads, Resistance Bands, Resistance Tubing, Foam products (Magic Roller, High-Density Roller, Extra-Firm Roller, Softie Roller, Large Foam Wedge, Foam Block), Mats (Aeromats, EcoWise Mats, Balanced Body Mats), Footbar Covers, Towels
*Note: If you have a defective Loop or Spring, please email us or call us at 0800 014 8207.

Apparel, Gloves and All Items with An Exterior Made of Fabric
Including but not limited to T-shirts, Sweatshirts, Leggings, Headbands, Hair fasteners, Socks, Gloves

Inspecting Your Equipment Delivery

Upon arrival of your freight delivery, you MUST inspect your order for any shipping damage (damage to the crates/boxes). If damage is visible, you must note it on the delivery waybill in the presence of the delivery person, before you or your agent signs the waybill.

If you designate someone other than yourself to accept delivery of the shipment, instruct them properly. You will be held responsible for any direction your agent gives the delivery company on your behalf.

Damaged Merchandise

We will repair or replace any item, including non-returnable items, that is delivered to you in damaged condition in accordance with our Terms and Conditions.

Discrepancies

Any discrepancies from the packing slip enclosed with your shipment should be reported to us.

Return Procedure

To return a returnable item to us, you must call Balanced Body Customer Service at 0800 014 8207 to receive a Return Merchandise Authorization (RMA) number.

  • The RMA must be clearly marked on the outside of the package of any returned items. Balanced Body does not accept responsibility for items returned without an RMA number clearly marked on the outside of the package.
  • Proof of purchase must accompany all returns.
  • For any equipment orders (Reformers, Chairs, Cadillac, Towers, CoreAlign, Springboards) the product must be returned using the original shipping box and packing material. The shipment boxes are custom-designed to protect the equipment during shipment.
  • Returned items must be in their original condition, including any retail packaging, to be accepted.
  • We must receive the returned item(s) within thirty (30) days from the date on which you received the RMA number.
  • If the item arrived damaged or was not what you ordered, we will pay the return shipping cost. For all other returns, you are responsible for the return shipping cost and for any damage or loss during shipment back to us.

Customer Credit

A refund or credit for returned items will be issued after merchandise is received and inspected. Credit will not be given for used or worn merchandise. Product must be returned in new condition with its original shipment packaging. We also cannot issue a refund or credit if you return an item to us that becomes damaged during the return shipment, due to improper packaging.