The Pilates Shop Foam Roller Roller

Here's a quick guide as to how long it should take for your item to arrive.

Local: For orders within NSW, parcels typically arrive within five to seven business days.

Nearby cities: Parcels traveling to Melbourne, Brisbane, and Adelaide typically arrive within five to eight business days.

Further away: Remote destinations and orders for Perth, Hobart and Darwin can take a little longer to arrive; typically seven to ten business days.

No PO Boxes: Please note, we do not ship to PO boxes – please provide an alternative address.

If there are any problems with your order, please contact our admin at [email protected] and we will endeavour to get back to you just as soon as we can.

Whilst we do our best to ensure your order is dispatched and delivered to you as soon as possible, on rare occasions there may be delays and orders can take slightly longer than the suggested time frame. Having said this, we will always do our best to get your machines to you ASAP!

Please ensure your shipping address is correct, as returns and resending of items will be at the customer’s expense.

We do not accept refunds for a change of mind or incorrect choice.

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return given there is a reasonable reason.

To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at [email protected]. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at [email protected].

Damages and issues: Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items: Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges: The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds: We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Reformer Warranty: Thank you for your purchase from The Pilates Shop. This Limited Warranty applies to physical Products, and only for physical Products, purchased from The Pilates Shop.

This Limited Warranty starts from the original delivery date of the Product.

What does this Limited Warranty cover and for how long...? This Limited Warranty covers any defects in material or workmanship under intended and normal use during the Warranty Periods. Ziva frames, Rails (welding) – 10 years. Kaizen frames – 5 years. Moving Parts (pulley wheels, bearings, Ziva spring hook slab) – 2 years. Springs – 1 year or up to 3000 hours of usage, whichever comes first. Ropes, Straps, Wheels – 1 year. Upholstery – 6 months.

What will we do to correct problems? The Pilates Shop will repair the Product, using new or refurbished replacement parts, where possible. If a repair cannot be made, a replacement Product will be provided.

The Pilates Shop may provide a refund if the repair cannot be made and a replacement Product cannot be provided during the first 6 months from delivery due to the reasonable time of use. After the first 6 months, The Pilates Shop will still endeavour to repair or replace the Product during its warranty period as stated above.

A replacement Product or part assumes the remaining warranty of the original Product.

What does this Limited Warranty not cover?

This Limited Warranty does not cover any problem that is caused by: Conditions, malfunctions or damage not resulting from defects in material or workmanship, this is including but not limited to: scratches made after the Product has left the warehouse; damage or loss of Product during shipping back to our warehouse; wear and tear.

Shipping costs are not included in This Limited Warranty

What could void the Limited Warranty? This Limited Warranty can be made void if: the Product is not in possession of the Original Buyer; there has been an unauthorised repair or modification; if the Product has not been used as intended; maintenance has not been regularly carried out; outdoor use of Product.

What do you have to do? To obtain warranty service, you must contact us on 1300 118 188 so we can determine the problem and the most appropriate solution for you. Please be prepared to provide images and/or videos if necessary.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.