Refund policy

Returns Policy

At Nalaya Pilates, we offer a 30-day return period from the date your order is shipped.

To be eligible for a return, items must be unused and in the same condition as received. Products must be returned in their original packaging, including all instructions, documentation, and accessories in their original condition. A valid proof of purchase is required for all returns.

To initiate a return, please contact us at info@nalayapilates.com. Once your request is approved, you will be issued a Return Merchandise Authorization (RMA) number. This number must be clearly displayed on the outside of the package. Returns without an RMA, or with an unclear or missing RMA, will not be accepted.

All returned items must be received within 30 days of the purchase date.

Customers are responsible for return shipping costs, as well as any loss or damage during transit. We strongly recommend using a tracked and insured shipping service, as we cannot guarantee receipt of returned items.

Approved returns are subject to a 20% restocking fee, along with a 3% credit card processing fee, which will be deducted from the final refund. Items sent cash on delivery will not be accepted.

 

Non-Refundable Items

Unless covered under warranty, the following items are non-refundable:

  • Custom-made products (e.g. special upholstery)
  • Pilates equipment (including Reformers, Cadillac, Ladder Barrel, Chairs, Wall Units, and similar items)
  • Special equipment configurations
  • Accessories and spare parts
  • Special order or custom shipments                                                              

 

 Warranty Returns

All warranty-related returns must be pre-approved. Please contact us at info@nalayapilates.com, and our technical team will assess whether the issue is covered under warranty.

If a returned item is found not to be covered under warranty or does not meet the return conditions, the customer will be responsible for all shipping and insurance costs to have the item returned.

If your item arrives damaged, this must be noted on the delivery slip at the time of receipt with the wording:

“Damaged goods, pending inspection.”

Defective products may be repaired or replaced in accordance with the manufacturer’s warranty. In some cases, the item may need to be returned for inspection before a replacement can be issued.

If you receive an incorrect item, Nalaya Pilates will cover the return shipping costs. However, the item must still be unused and returned in its original packaging with all included materials.

Refunds will be processed once the returned item has been received, inspected, and approved.

 

Damaged, Defective, or Incorrect Items

Any damage, missing parts, or incorrect items must be reported within 48 hours of delivery.

To submit a claim, please ensure:

  • All damage is noted on the delivery slip upon receipt, including the phrase:
    “Damaged goods, pending inspection”
  • The issue is reported within 24–48 hours
  • Clear photographs are provided, including:
    • The damaged packaging (with labels visible)
    • The damaged item(s) 

Failure to meet these requirements may result in the shipping carrier rejecting the claim, and Nalaya Pilates may be unable to assist further.