Returns, Cancellations, and Changes
Returns, Cancellations, and Changes
Customer Satisfaction Policy
Except for certain equipment and items identified below, your purchase is protected by our 30-day money back guarantee. Should you wish to return any item for any reason, please contact us within 30 days from the date of shipment. We will gladly exchange the returned item, issue credit for a future purchase, or issue a refund. Shipping and handling charges on sent and returned items are non-refundable. For more information on Balanced Body Warranties, click here.
Items That May Not Be Returned
Custom Items:
Custom items including items with custom upholstery are non-returnable.
Wooden Pilates Reformers, Towers & Other Equipment:
Studio Reformers®, Clinical Reformers®, Rialto® Reformers, CenterLine® Reformers, Ron Fletcher Reformers®, Trapeze Tables (Cadillac), CenterLine® Cadillac, Reformer Trapeze Combination® Units, Clinical Reformer® with Tower and Mat, Studio Reformer® with Tower and Mat, Rialto® Reformer with Tower and Mat, CenterLine® Reformer with Tower and Mat, Wall Towers with Mat and Moon Boxes, Mats for Wall Towers, CenterLine® Pole System with Mat and Moon Box, Centerline® Pole System, CenterLine® Foot Corrector, CoreAlign, CoreAlign Freestanding Ladder, CoreAlign Wall Mount Ladder.
Pilates Chairs and Barrels:
Wunda Chairs, Arm Chairs, Exo® Chairs, Combo Chairs, CenterLine® Chairs, Ladder Barrels
Springs & Spring Extenders*
Signature Springs for Reformers, Trapeze Springs, Wall Tower Springs, Chair Springs (what about Retrofit Kits that include springs- Rialto, Cactus, CenterLine, Tower and Mat, Slastix Resistance Bands
Pilates Accessories*
All Loops, Straps, Cuffs, Handles, Fuzzies, Handle Pads, Resistance Bands, Resistance Tubing, Mats (Aeromats, EcoWise Mats, SISSEL® Mats, Balanced Body Mats), Footbar Covers, Towels
*Note: If you have a defective Loop or Spring, please email us or call us at 916-388-2838.
Apparel, Gloves and All Items with An Exterior Made of Fabric
Including but not limited to T-shirts, Sweatshirts, Leggings, Headbands, Hair fasteners, Socks, Gloves
Other Excluded Products
SISSEL® Pillows (Comfort, Soft, Soft Plus, Classic, Classic Plus), SISSEL® Comfort Covers, SISSEL® Linum (Anatomic and Classic), Spinefitter by SISSEL® (Linum and Linum Kit), SISSEL® Vinotherm, SISSEL® Aroma Neck Roll, SISSEL® Yoga Belt, SISSEL® Pilates Bands, SISSEL® Press-Egg, SISSEL® Fit-Tubes & Exercise Loops, SISSEL® Fun & Active Bands.
Inspecting Your Equipment Delivery
Upon arrival of your freight delivery, you MUST inspect your order for any shipping damage (damage to the crates/boxes). If damage is visible, you must note it on the delivery waybill in the presence of the delivery person, before you or your agent signs the waybill.
If you designate someone other than yourself to accept delivery of the shipment, instruct them properly. You will be held responsible for any direction your agent gives the delivery company on your behalf.
Damaged Merchandise
We will repair or replace any item, including non-returnable items, that are delivered to you in damaged condition provided that you report such damage to us within three (3) business days from the date you received the item and follow the Return Procedure described below.
Discrepancies
Any discrepancies from the packing slip enclosed with your shipment must be reported to us within three (3) business days from the date you received the shipment.
Return Procedure
To return a returnable item to us, you must call Balanced Body Customer Service at 916-388-2838 to receive a Return Merchandise Authorization (RMA) number.
- The RMA must be clearly marked on the outside of the package of any returned items. Balanced Body does not accept responsibility for items returned without an RMA number clearly marked on the outside of the package.
- Proof of purchase must accompany all returns.
- Unless the return is a Warranty Return, we must receive your request for an RMA within thirty (30) days from the date of shipment (the date stated on the invoice). In addition, we must receive the returned item(s) within thirty (30) days from the date on which you received the RMA number.
- Returned items must be in their original condition, including any retail packaging, to be accepted.
- If the item arrived damaged or was not what you ordered, we will pay the return shipping cost. For all other returns, you are responsible for the return shipping cost and for any damage or loss during shipment back to us.
Customer Credit
A refund or credit for returned items will be issued after merchandise is received and inspected. Credit will not be given for used or worn merchandise. We also cannot issue a refund or credit if you return an item to us that becomes damaged during the return shipment, due to improper packaging.
Canceling an Order
Capital Equipment
Your initial 100% deposit will be returned in full when you cancel an order within 24 hours of placing it. If you cancel an order after 24 hours, it is subject to a 25% restocking fee. Your initial deposit will be returned to you minus the restocking fee. Capital equipment includes reformers, trapeze tables, reformer/trapeze combinations, reformer/half trapeze combinations, chairs, ladder barrels, Gyrotonic pulley tower combination units and any equipment with custom upholstery. All other equipment falls under “accessories.”
Accessories
All accessory orders are final and may not be canceled. However, you may return eligible accessory items (please see above for a list of items that may NOT be returned.) If your item is returnable, you must contact us within 30 days of the item’s ship date to receive a Return Merchandise Authorization number (see the Return Procedure in the section above).
Changing an Order
Capital Equipment
You may change a capital order within 24 hours without an additional charge. Changing your order will increase the original lead time by one day. If you change an order after 24 hours, we must cancel the order, then submit a new order. All canceled orders are subject to a 25% restocking fee. Capital equipment includes reformers, trapeze tables, reformer/trapeze combinations, reformer/half trapeze combinations, chairs, ladder barrels, and any equipment in a custom color. Gyrotonic pulley tower combination units. All other equipment falls under “accessories.”
Accessories
All accessory orders are final and may not be changed. However, you may return eligible accessory items (please see above for a list of items that may NOT be returned.) If your item is returnable, you must contact us within 30 days of the item’s ship date to receive a Return Merchandise Authorization number (see the Return Procedure in the section above).