Refund policy

Thank you for purchasing from FitBoutique.

We aim to deliver fast and in perfect condition. This page explains when returns are accepted and how to start one.

Change Of Mind Returns

We offer a 30 day return window for eligible items. Requirements:

• Item is unused, in original condition
• All tags attached and original packaging included
• Proof of purchase provided
• Return approved by our team in writing before you send it back

Items Not Eligible

• Reformer Pilates machines and other large fitness equipment (see "Reformer Policy" below)
• Pre-order items once allocated to your order (see "Pre-Orders" below)
• Custom or personalised items
• Yoga mats
• Shapewear products
• Sale items
• Gift cards

Shipping Costs And Complimentary Delivery

Reformers and other large fitness equipment are oversized freight. They are not parcel goods and they do not move through the standard courier network.

Each unit is crated, secured, and palletised before it leaves our facility. Depending on where it is going, delivery can involve specialist freight carriers, tail lift equipment, two person handling, depot transfers, regional or remote area surcharges, transit insurance, and for international orders sea or air freight, customs clearance, brokerage, duties, and a separate local delivery leg at the other end.

Where we advertise complimentary or included delivery, it means the freight cost is built into the price of the product. It does not mean no cost was incurred. On a single reformer that cost is a significant portion of the order value and it is paid by us at the point of dispatch.

For this reason, where an order is cancelled, refused, returned, or refunded after dispatch, or where a chargeback, dispute, or claim is raised, the actual freight and associated costs paid by us are deducted from any refund or recovered amount. This applies in every country we ship to, and it applies whether delivery was included in the price or charged to you separately.

We can provide a breakdown of the freight, handling, and duty costs incurred on your order on request.

Cancelling Before Dispatch

If you change your mind before your order has been dispatched, contact us as soon as possible.

Where your order has not yet been allocated, crated, or prepared for freight, we will cancel and refund in full.

Once your order has been allocated to you, crated, or booked with our freight partner, the following apply:

• A 10 percent cancellation fee, calculated on the full order value
• Any freight, booking, or cancellation charges already passed on to us by our freight partner
• Any storage fees accrued under the "Storage" section below
• The exclusions listed elsewhere on this page

These amounts are deducted from any refund issued. Where the amount you have already paid is less than the fees owing, the balance is payable by you.

Cancelling After Dispatch

Once your order has been dispatched it can no longer be cancelled. If you no longer want the item, it is handled as a return under this page and only where the item is eligible.

As set out under "Shipping Costs And Complimentary Delivery" above, the freight cost on your order has already been paid by us at the point of dispatch. Where an order is cancelled, refused, returned, or refunded after dispatch, that cost has already been incurred and is deducted in full from any refund issued.

The following are deducted from any refund on an order that has already been dispatched:

• The full outbound shipping cost paid by us, including crating, palletising, freight, fuel, transit insurance, and any tail lift, two person delivery, regional, or remote area surcharge
• All duties, taxes, customs clearance, and brokerage charges paid by us on your behalf
• Return freight to bring the item back to our facility
• Any storage, redelivery, detention, demurrage, depot, or handling fees charged to us by our freight partner or any other third party
• The cost of any failed or attempted delivery
• Re-crating where the item is returned without its original crate in serviceable condition, and repair or refurbishment where the item is returned damaged
• The 10 percent restocking fee

These amounts are deducted whether or not they appeared as a separate charge on your original invoice. Where the total exceeds the amount you have paid, the balance is payable by you.

Orders In Transit

Once your order is with our freight partner we do not control its movement. Where you ask us to stop, recall, redirect, or hold an order that is already in transit, we will attempt it but cannot guarantee it.

Any recall, redirection, redelivery, return to sender, or holding charge applied by the carrier is payable by you and is deducted from any refund issued. This is in addition to the costs listed under "Cancelling After Dispatch" above.

Order Changes And Substitutions

Once stock has been allocated to your order, requests to change model, colour, quantity, or specification are handled as follows:

• Where we can accommodate the change at no cost to us, we will
• Where the change requires us to release allocated stock and re-allocate, it is treated as a cancellation of the original order and a new order at current pricing. The cancellation fee and any storage fees apply

Any change must be agreed by us in writing before it takes effect.

Reformer Policy

Change of mind returns are not offered for Reformer Pilates machines or other large fitness equipment. If a product is defective or does not meet acceptable quality, we will provide a remedy and your statutory rights still apply.

Every FitBoutique reformer carries a serial number and is inspected and signed off before it leaves our facility. This allows us to confirm the condition of your reformer at the point of dispatch.

Damage caused after delivery is not treated as a defect. This includes damage from dropping or mishandling the reformer during unboxing, incorrect setup, use on an uneven surface, modification, or general wear from use.

Process for defective reformers:

• Contact us as soon as the issue appears with your order number, serial number, and photos or video showing the fault
• We may request additional images or a short video to assess the claim
• We arrange inspection by a qualified technician or handyperson where required
• We provide spare parts, repair, or a replacement as appropriate

Returns without written authorisation are not accepted. See our Terms and Conditions Sections 23 and 24 for more detail.

Crate And Packaging

Your reformer arrives in a secured crate. You must keep the crate and all internal foam and straps for the duration of your warranty period.

If a return, exchange, or warranty replacement is later approved and the crate has been disposed of, the return cannot proceed. A reformer cannot be transported safely without its original crate, so this applies without exception.

Where we agree at our discretion to supply a replacement crate, the cost of the crate and its delivery is payable by you and is deducted from any refund issued.

Pre-Orders

Some reformers are sold on pre-order. Once a pre-order item has been allocated to your order, it is not eligible for refund, return, or exchange for change of mind.

We are transparent about expected timeframes at the point of purchase and will keep you updated on any changes to your delivery window.

Your statutory rights still apply where a product is defective or does not meet acceptable quality. US customers should also read the "US Orders" section below.

Custom And Personalised Items

Custom and personalised items are made to your specification and are not eligible for refund, return, or exchange, other than where the consumer law that applies to your purchase gives you a right to one.

US Orders

US orders are fulfilled from our West Coast facility in California, with a second East Coast facility opening soon. All duties and taxes are included in the price displayed at checkout, so there are no additional customs charges on delivery.

For customers in the United States, Reformer Pilates machines and other large fitness equipment are strictly not eligible for change of mind return under any circumstance. All other exclusions listed under "Items Not Eligible" above apply in full to US orders.

US federal law does not provide a general right to cancel an online purchase. The FTC Cooling-Off Rule does not apply to orders placed through our website.

Shipping delays. Where we are unable to ship your order by the date stated at the time of purchase, or within 30 days where no date was given, we will contact you with a revised date. You may accept the new date or cancel your order for a full refund, in line with the FTC Mail, Internet, or Telephone Order Merchandise Rule. This applies to pre-order items and overrides the "Pre-Orders" section above for US customers. Where you cancel under this rule, no cancellation fee, freight deduction, or storage fee is charged.

Warranty. Our written warranty is provided in accordance with the Magnuson Moss Warranty Act. Nothing in this policy limits or disclaims any implied warranty that applies to your purchase under federal or state law.

State law. Some states provide additional rights relating to refunds, disclosure of return policies, and restocking fees. Where your state law provides greater rights than this policy, those rights apply.

Where a product is defective or does not meet acceptable quality, your rights under applicable federal and state consumer protection law still apply.

Return Fees

Where a return is accepted, three separate costs apply.

The first is the outbound shipping cost we have already paid to get the item to you, as set out under "Shipping Costs And Complimentary Delivery" above. This applies to any change of mind return, cancellation after dispatch, refusal, or dispute, and applies whether delivery was included in the price or charged separately.

The second is the cost of shipping the item back to us. This varies depending on the size of the item and your location and is paid by the customer for change of mind returns. We will confirm the correct return address for your region when your return is approved.

The third is a 10 percent restocking fee. This covers our team receiving, inspecting, and returning the item to shelf. The restocking fee applies to all returned products including reformers.

Where an order is cancelled before dispatch rather than returned after delivery, the 10 percent cancellation fee under "Cancelling Before Dispatch" applies instead of the restocking fee. Only one of the two is charged on any order.

Original shipping fees are non refundable. For courier damage or confirmed defects, we will assist with claims and remedies and these fees do not apply.

Refused Deliveries

If a delivery is refused at the door without a prior approved return, the outbound shipping cost, the return freight, any carrier holding or return to sender charge, and the restocking fee are payable by the customer and will be deducted from any refund issued.

Chargebacks, Disputes And Claims

If you have an issue with your order, contact us first. Most matters are resolved quickly and directly.

This section applies to any chargeback, payment dispute, wallet or marketplace claim, finance provider dispute, or other claim raised against us in place of a return request under this page.

Where a claim of this kind is raised on an order that has been dispatched or delivered, we will respond to your bank, wallet, or payment provider with full documentation, including your order record, proof of purchase, the reformer serial number, the freight booking, dispatch and delivery evidence, and a copy of this policy.

Raising a claim does not change the terms on this page. Where a claim is raised, or an order is cancelled or refunded after dispatch for any reason, all costs we have already incurred remain payable by you and are deducted from any amount refunded or recovered:

• The full outbound shipping cost paid by us, including crating, palletising, freight, fuel, transit insurance, and any tail lift, two person delivery, regional, or remote area surcharge
• All duties, taxes, customs clearance, and brokerage charges paid by us on your behalf
• Return freight, and any storage, redelivery, detention, demurrage, depot, or handling fees charged to us by our freight partner or any other third party
• Any chargeback, dispute, claim, or transaction fees charged to us by our payment or finance provider, and any transaction fee not returned to us when a refund is processed
• Any currency conversion loss where the order was paid in a currency other than the currency of refund
• Re-crating, repair, or refurbishment where the item is returned without its original crate or in damaged condition
• The 10 percent restocking fee, or the 10 percent cancellation fee where the order had not yet been delivered

Goods remain the property of FitBoutique until any refund is finalised. Where a refund or a claim is granted on a delivered item, the item must be returned to us in its original crate and in original condition. Keeping the goods after a refund or a successful claim is treated as an unpaid order and we may pursue recovery of the goods or the amount owing.

Nothing in this section limits your rights under the consumer law that applies to your purchase.

Free Gifts And Bundles

If your order included a free gift or bundle item, you must return all associated items in original condition and packaging. If a free item is not returned, we may deduct its retail value from your refund.

Return Shipping Risk

You are responsible for the item until we receive it. Use a trackable service and add insurance. If a return is lost or damaged in transit, the claim must be lodged with the courier.

Unauthorised Returns

Returns sent without written approval will be refused or returned to you at your cost. We do not accept cash on delivery shipments.

Refund Method And Timing

Approved refunds are issued to the original payment method only. We process refunds within 5 to 10 business days of receiving and inspecting the return. Your bank or provider may take extra time to post the funds.

Partial Refunds

If an item is returned used, incomplete, or not in resaleable condition, we may reduce the refund to reflect loss in value. This does not affect your statutory rights.

Damaged Or Faulty On Arrival

Check your order on delivery. If damaged, faulty, or incorrect:

• Contact us within 1 to 2 business days of delivery
• If your order arrives visibly damaged, photograph the crate before opening
• Provide photos or video and keep all packaging including the crate
• We will assess and arrange a remedy in line with the consumer law that applies to your purchase

Where a fault or courier damage is confirmed, the freight and fee deductions set out on this page do not apply.

Incorrect Or Missing Items

If an item is missing or you received the wrong item, contact us within 1 to 2 business days of delivery with photos of the parcel and contents. We will arrange a correction or replacement.

What If A Part Needs Replacing

We hold spare parts in-house and can dispatch replacements quickly to both Australian and US customers. Most minor adjustments such as tightening hardware or replacing a component are straightforward and do not require professional repair. Faults reported within your warranty period are covered under our warranty.

Hip Thrust Machine

Eligible for return only if unopened and in original packaging.

Finance And Third Party Payments

If you paid using a finance provider or wallet, any approved refund will be sent back through the same provider. Fees or interest charged by third parties are outside our control. For enquiries about those charges, contact your provider.

On change of mind returns, cancellations, and disputes, any transaction or dispute fee charged to us and not returned when the refund is processed is deducted from your refund.

Delivery Delays And Issues

Courier timeframes are estimates. If your delivery is overdue by more than 7 to 10 business days, contact us and we will help follow up with the courier.

Incorrect Address Or Uncollected Parcels

You are responsible for providing a complete and accurate delivery address and for making sure someone is available to receive the delivery.

If a delivery fails, or a parcel or freight consignment is returned to us because of an incorrect address, an inaccessible site, or a failure to collect, the following are payable by you: redelivery charges, carrier depot storage, return to sender freight, and the outbound shipping cost already paid by us. These are charged before redelivery or deducted from any refund issued.

Exchanges

For the fastest result:

• Place a new order for the item you want
• Request a return for the original item if eligible

Deposits And Part Payment

We do not ordinarily accept deposits or part payment. Where we agree to do so, usually on multi-unit, wholesale, or pre-order purchases:

• Your deposit secures allocation of specific units to your order
• Those units are held for you and withdrawn from available stock
• The balance is payable in full before dispatch. We do not dispatch part paid orders
• Storage fees may apply from the date of allocation under the "Storage" section below

If you cancel a deposit or part paid order after allocation, the 10 percent cancellation fee and any storage fees are deducted from your deposit and the remainder refunded. Where those fees exceed your deposit, the balance is payable by you.

Agreeing to a deposit, an extended payment period, a guarantor or security arrangement, or any other payment accommodation does not change the cancellation terms on this page. Accommodations of this kind are offered at our discretion, must be agreed in writing, and may be withdrawn if the agreed payment schedule is not met.

Storage

Where stock is allocated to your order and then held, either at your request or because the balance has not been paid, the first 30 days of storage are free of charge.

After 30 days, storage fees may apply depending on the size and volume of the order. We will confirm the applicable fee with you in writing before it is charged.

Storage fees accrue from day 31 and are payable whether the order later proceeds to dispatch or is cancelled.

Storage, depot, or demurrage fees charged to us by a freight partner, port, or third party in connection with your order are separate to the above and are payable by you in full.

Wholesale And Bulk Orders

Placing a wholesale or bulk order means you accept our Terms and Conditions in full. Once a wholesale or bulk order has been dispatched, it is not eligible for return, exchange, or refund, including international wholesale orders. Your statutory rights still apply where a product is defective or does not meet acceptable quality.

Where we agree to accept a deposit or part payment on a wholesale or bulk order, the "Deposits And Part Payment", "Storage", and "Cancelling Before Dispatch" sections above apply to that order in full.

If an approved wholesale or bulk order is held at your request before dispatch, the first 30 days of storage are free of charge. After 30 days, storage fees may apply depending on the size and volume of the order. We will confirm the applicable fee with you directly before it is charged.

International Orders And Returns

Customers outside Australia and the United States cover return shipping. Duties and taxes paid to your local authority are not refunded by FitBoutique.

Where duties, taxes, customs clearance, or brokerage charges have been paid by us on your behalf, those amounts are deducted from any refund issued and are not recoverable once your order has cleared customs.

Check local rules before returning items internationally. As set out under "Wholesale And Bulk Orders" above, international wholesale orders are not eligible for return once dispatched.

How To Start A Return

Get in touch through our Contact Us page with:

• Order number and proof of purchase
• Item name and condition
• Serial number if the item is a reformer
• Reason for return
• Photos or video if damaged or faulty

We will confirm eligibility, provide return instructions, and give you the correct return address for your region. Do not send items back without written approval.

Consumer Rights

Nothing on this page removes or limits any right you have under the consumer law that applies to your purchase. Where a product has a major failure you may be entitled to a repair, replacement, or refund, and to compensation for other reasonably foreseeable loss or damage.

Australian orders are covered by the Australian Consumer Law and our Terms and Conditions Section 49. United States orders are covered by the federal and state law set out under "US Orders" above. Orders placed from other countries are covered by the consumer law of the country of purchase.

Where the law that applies to your order gives you greater rights than this policy, those rights apply.

Contact

Questions or returns: Contact Us