Refund & Return 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

Cancelling Before Dispatch

If you change your mind before your order has been dispatched, contact us as soon as possible and we will cancel and refund in full where the order has not yet been allocated or prepared for freight. Once an order has been allocated, crated, or booked with our freight partner, the exclusions on this page apply.

Reformer Policy

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

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 30 and 32 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.

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 rights under Australian Consumer Law 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 your rights under Australian Consumer Law apply.

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 rights under Australian Consumer Law still apply where a product is defective or does not meet acceptable quality.

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.

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.

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, two separate costs apply.

The first 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. Delivery to you is complimentary in both Australia and the United States, so return freight is not covered by FitBoutique. We will confirm the correct return address for your region when your return is approved.

The second 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.

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 return freight and the restocking fee are payable by the customer and will be deducted from any refund issued.

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 rights under the Australian Consumer Law.

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 Australian Consumer Law

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.

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

If a parcel is returned due to an incorrect address or not being collected, redelivery fees may apply.

Exchanges

For the fastest result:

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

Other International Returns

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

Australian Consumer Law

Your statutory rights remain. You may be entitled to a repair, replacement, or refund where a product has a major failure, and to compensation for other reasonably foreseeable loss or damage. See our Terms and Conditions Section 32 for details.