Refund policy

We want you to love your Pilates Novy pieces. If something isn't right, here's how we can help.

Returns

You can return unused items within 30 days of delivery for a refund. Items must be in their original condition and packaging, with the mat not used on the floor. To start a return, email hello@pilatesnovy.com with your order number and the item you'd like to return. We'll reply within 48 hours with the return address and next steps.

Used items

For hygiene reasons, items that have been used for practice cannot be returned, unless they are damaged or faulty.

Return shipping

Return shipping costs are paid by the customer, unless the item arrived damaged or faulty. Original shipping fees are non-refundable.

Refunds

Once your return arrives and is checked, we'll email you. Refunds go back to your original payment method within 10 business days; your bank may take a few extra days to show it.

Damaged or faulty items

If anything arrives damaged or has a manufacturing fault, send us a photo within 30 days of delivery at hello@pilatesnovy.com. We'll replace it at no cost to you, or refund it if a replacement isn't available.

Exchanges

We don't offer direct exchanges. Return the unused item for a refund and place a new order.

Pre-orders

You can cancel a pre-order at no cost any time before your card is charged. See our Pre-order terms.

Questions?

Email hello@pilatesnovy.com. We reply within 48 hours.