Refund policy


Returns & Refunds Policy

We have a 30-day return policy, which means you have 60 days after receiving your item to request a return. Please note that a $25 flat rate return shipping fee and a 10% restocking fee apply to change-of-mind returns (see details below).

We can only cancel your order if it is not fulfilled. If orders are fulfilled already, 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 — unused, in its original packaging, with all accessories and inserts included. You'll also need the receipt or proof of purchase.

To start a return, contact us at hello@aussiepilates.com.au

If your return is accepted, we'll email you a prepaid Australia Post return label within 2-3 business days. The $25 flat rate return shipping fee will be deducted from your refund. Items sent back to us without first requesting a return will not be accepted and will be returned to you at your cost.

Feel free to reach out with any return-related questions at hello@aussiepilates.com.au

Damages and Issues

Please inspect your order upon receipt and contact us within 24 hours of delivery if the item arrived damaged in transit, defective, or if you received the wrong item. Reports of shipping-related damage made after this window may not be eligible for resolution, as carrier claims must be lodged promptly.

You must provide clear photos of the damage, the packaging, and the shipping label. Do not dispose of any packaging until we have responded.

For verified shipping damage, defects, or wrong items shipped:

  • Both the $25 return shipping fee and the 10% restocking fee are waived.
  • We will provide a prepaid return label at no cost to you and arrange a replacement or full refund.

Product defects discovered after the 24-hour window are covered under our Warranty Policy.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

  • Items that have been used, assembled, or show signs of wear
  • Items returned without original packaging or with missing accessories
  • Used grip socks (hygiene reasons)
  • Digital products and training guide downloads
  • Gift cards
  • Sale items, promotional items, and bundled discounts (unless faulty)
  • Items damaged through misuse, accidents, or drops

Please reach out if you have questions about your specific item.

Return Shipping

A $25 flat rate return shipping fee applies to all change-of-mind returns. Once your return is approved:

  1. We will email you a prepaid Australia Post return label within 1 business day
  2. You pack the item securely in its original packaging
  3. Drop the parcel at any Australia Post outlet
  4. The $25 fee is deducted from your refund when processed

This arrangement covers tracked and insured return shipping nationwide and ensures we receive the parcel in trackable condition. Customer-arranged returns sent without our prepaid label will not be accepted.

For verified damaged, defective, or incorrectly shipped items, the return shipping fee is waived.

Restocking Fee

A 10% restocking fee applies to all approved change-of-mind returns, deducted from your refund. This covers inspection, repackaging, and the cost of returning the item to saleable inventory.

The restocking fee is waived in the following cases:

  • The item arrived damaged in transit (within the 24-hour window)
  • The item is defective on arrival
  • We shipped the wrong item
  • Your rights under Australian Consumer Law require a full refund

Address Errors

It is your responsibility to provide an accurate shipping address at checkout. If a parcel is returned to us due to an incorrect address, failed delivery, or non-collection from a Post Office:

  • Re-shipping is at the customer's cost
  • If you choose to cancel the order, the refund will be issued less the original shipping cost and a $25 handling fee

Authority to Leave

If you have authorised Australia Post to leave your parcel without a signature (either at checkout or directly with the carrier), the parcel becomes your responsibility upon delivery. We cannot refund or replace parcels marked as delivered under Authority to Leave.

If you believe a parcel was left at the wrong address, please email us immediately with photos of the delivery location and we will assist in lodging an investigation with the carrier.

Exchanges

We do not process direct exchanges. The fastest way to get a different item is to return the original under the standard policy and place a new order separately. This avoids the wait between return processing and dispatch of the replacement.

Refunds

Once we've received and inspected your return, we'll notify you whether your refund has been approved. If approved, your refund will be processed back to your original payment method within 5–7 business days.

Your final refund will be:

Original purchase price — $25 return shipping fee — 10% restocking fee = your refund

For a $149 board, that works out to approximately $100.91 refunded.

Please note that it may take a further 3–5 business days for your bank or credit card company to clear the funds on their end.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at hello@aussiepilates.com.au.

We reserve the right to refuse a refund or issue a partial refund if:

  • The item shows signs of use, wear, or damage
  • Parts or accessories are missing
  • Original packaging is not used or is significantly damaged
  • The return is outside the 30-day window
  • The return request was not pre-approved by us

Chargebacks

If you initiate a chargeback or payment dispute with your bank or card provider before contacting us, your refund will be paused while we work with the bank to resolve it. Disputed chargebacks will be responded to with full transaction evidence in line with our payment provider's procedures.

Aussie Pilates

hello@aussiepilates.com.au