Refund policy

RETURN & REFUND POLICY

Last updated: August 27, 2026

Please read this policy carefully before placing your order. By completing a purchase on kaleopilates.com, you acknowledge and agree to the terms set forth below in their entirety.

1. RETURN WINDOW

You have 14 days from the date of delivery to request a return. Any request submitted after this period will not be eligible for a refund or exchange, without exception.

2. NON-RETURNABLE ITEMS — ABSOLUTE EXCLUSIONS

The following items are strictly non-returnable and non-refundable under any circumstances:

Large Pilates apparatus, including but not limited to: Reformer, Cadillac, Ladder Barrel, Combo Chair, Wall Unit, Wall Board, and any custom or special configurations.
Any product manufactured, customized, or assembled according to your specific requirements (custom upholstery, special colorways, made-to-order items).
Any product that has been used, assembled, or installed.

These exclusions apply regardless of the reason for the return request. The only exception is a confirmed manufacturing defect or a verified shipping error on our part, as outlined in Section 8.

3. CONDITIONS FOR ELIGIBLE RETURNS

To be eligible for a return, an item must meet all of the following conditions without exception:

It must be in its original, brand-new condition — unused, unassembled, and uninstalled.
It must be returned in its original, intact packaging, including all accessories, manuals, labels, and components.
It must show absolutely no signs of use, wear, odor, perspiration, or damage of any kind. Given the hygienic nature of sport and fitness equipment, this condition is strictly enforced.

Any item returned in a condition that does not meet all of the above criteria will either be refused and returned to the sender at their expense, or accepted with a restocking and reconditioning fee of up to 30% of the purchase price, at our sole discretion.

4. BUSINESS & PROFESSIONAL CUSTOMERS (B2B)

All orders placed by business entities, professionals, studios, or commercial operators are final and non-cancellable. No right of return or refund applies to purchases made in the context of a professional or commercial activity.

As a strictly exceptional measure, we may consider a return request only if all of the following conditions are simultaneously met:

The request concerns a first-time order with Kaleo Pilates.
The product has not been used or assembled in any way.
The product is returned in its original packaging within 7 days of delivery.

Any such accepted return will be subject to a prior assessment and may incur a restocking fee of up to 30% of the purchase price. In cases of defect or error on our part, all associated costs are covered by Kaleo Pilates.

5. RETURN SHIPPING COSTS

Return shipping costs are the sole responsibility of the customer, except in the case of a verified manufacturing defect or a shipping error attributable to Kaleo Pilates.

We strongly recommend using a tracked and insured shipping service. Kaleo Pilates cannot be held responsible for items lost or damaged in transit during the return. No refund will be issued for items that are not received or cannot be tracked.

Original outbound standard shipping fees are refunded only when the return is approved under a valid 14-day withdrawal request and the returned item meets all conditions set forth in Section 3.

6. RETURN PROCEDURE

To initiate a return, you must follow this procedure in the exact order below:

Contact us at contact@kaleopilates.com before shipping anything back. Returns sent without prior written approval will be refused and returned at the sender's expense.
Provide your order number, the reason for the return, and photographic evidence of the item's condition.
Upon validation of your request, we will provide you with the return shipping address and any relevant instructions.
Ship the item in its original packaging, including all accessories, manuals, and labels.

Failure to follow this procedure will result in the automatic rejection of the return request.

7. INSPECTION & REFUND PROCESSING

Once your return is received, it will be inspected within 3 to 5 business days. You will be notified by email of the outcome.

If approved: your refund will be processed within 7 business days of inspection and credited to your original payment method.
If the item shows signs of use, wear, or damage: a reconditioning fee of up to 30% of the purchase price will be deducted from the refund, or the return may be refused entirely at our discretion.
If refused: the item will be returned to you at your expense.

Refunds are issued solely to the original payment method used at checkout. We do not issue refunds in cash, store credit, or to a different payment instrument.

8. DEFECTIVE OR DAMAGED ITEMS

Any defect, damage, or shipping error must be reported within 48 hours of delivery by email to contact@kaleopilates.com. Claims submitted after this 48-hour window will not be accepted.

Your claim must include:

Your order number.
Clear photos and/or video of the outer packaging and the defective or damaged item.
A precise written description of the defect (damaged part, missing component, incorrect model, etc.).

We will respond within 48 to 72 business hours with one of the following resolutions, at our discretion:

A replacement of the defective item (all shipping costs covered by Kaleo Pilates).
A full refund of the item and standard shipping fees.

No resolution will be provided without the required documentation listed above.

9. CHARGEBACKS & PAYMENT DISPUTES

Before initiating any chargeback or payment dispute with your bank, credit card provider, or payment platform, you are required to contact us first at contact@kaleopilates.com and allow us a reasonable opportunity to resolve your concern.

By placing an order, you expressly agree that:

You will exhaust our internal dispute resolution process before contacting your financial institution.
All transaction records, order confirmations, tracking data, delivery proofs, and customer communications are systematically archived and will be submitted in full to the relevant payment processor or card network as evidence in any dispute.
Initiating a chargeback on a legitimately processed, shipped, and delivered order constitutes first-party fraud. Such cases will be challenged in full and reported to the relevant authorities and payment networks.
Customers who file unjustified chargebacks will be permanently banned from placing future orders on kaleopilates.com.
Kaleo Pilates — FBA Ventures LLC reserves the right to pursue all legal remedies available under applicable law in cases of confirmed fraudulent chargebacks, including but not limited to recovery of the disputed amount, legal fees, and damages.

CONTACT

For any return or refund inquiry:

By phone: +1 818 659 2999
Monday – Friday: 10:00 AM – 6:00 PM (MT) — Saturday – Sunday: Closed

By email: contact@kaleopilates.com
Kaleo Pilates commits to responding to all inquiries within 24 to 48 business hours.

Legal entity: FBA Ventures LLC — 5830 E 2nd St, Ste 7000 #35769, Casper, Wyoming 82609, United States