Cancellation policy

Pre-order cancellation policy

Our products are currently sold as pre-orders. When you place a pre-order, your card is saved securely and you are not charged that day. We charge your card once our first production run is confirmed, and we email you before your card is charged.

Cancelling before you’re charged. You can cancel your pre-order at any time before your card is charged, at no cost. Email hello@pilatesnovy.com with your order number and we’ll confirm the cancellation within 48 hours.

After you’re charged. Once your card has been charged, your order is being prepared for production and can no longer be cancelled. You can still return unused items within 30 days of delivery under our Returns & refunds policy.

If production does not go ahead. If we can’t start production, your pre-order will be cancelled and your card will not be charged. If a payment has already been taken, it will be refunded in full.

Payment issues. If your saved card is declined when we charge it, we’ll contact you to update your payment details. If we can’t reach you within 7 days, the pre-order may be cancelled.

For full details, see our Pre-order terms at pilatesnovy.com/pages/pre-order-policy.