Return Policy & Procedures
Updated August 2010
NOTE: Please note that we can only process returns and refunds for items purchased directly from
STOTT PILATES®. All authorized returns must include an RA (Return Authorization) number. See below for more details.
DVDs & Accessories:
Within 30 days of receipt of your order, you may return any of these items for a full refund, exclusive of shipping, provided they are in their original condition.
STOTT PILATES DVDs may also be returned for a full refund, exclusive of shipping, provided they are in their original, unopened condition. In the event that your DVD will not play on a particular DVD player, but works on other units, this is usually indicative of a DVD player that needs servicing. A defective DVD will only malfunction at the same point on a disc even when using different DVD players. If the fault experienced is random (even in different players) this is another indication that servicing of the DVD player may be required.
Any defective products may be returned and replaced with the same item. Should you receive a defective product, please email us at email@example.com with your order number and details and we will arrange replacement of the item.
We do not accept returns from individuals on Educational Manuals, unless you are registered for a course which is cancelled and the Manual is in original, resalable condition.
Full Solutions™ Host sites who purchase course materials are permitted to return any unused materials for a full refund; exclusive of shipping costs.
Please note that Printed Materials including posters and wall-charts are non-returnable, unless damaged in shipping. We will replace any damaged items with the same items.
DVDs included with equipment bundles are not returnable for refund, exchange or credit.
Return Procedures for DVDs & Accessories:
If you have an item that falls within the criteria above, email firstname.lastname@example.org or phone our Retail Sales Department (toll-free in North America at 1-800-910-0001, toll-free in the UK at 0800-328-5676 or 416-482-4050) to begin the returns process.
Once your return request is approved, a Sales Representative will email or fax you an RA form confirming your RA number and the address of our warehouse. Your RA number must accompany the return. Any products received without an RA number will not be processed. Any products sent C.O.D. will be refused. You will need to discuss the method of shipping back to STOTT PILATES with your Sales Representative.
If the return is being sent from outside of Canada, in order to avoid brokerage fees, please write “Canadian goods being returned” on the outside of the package. The indicated value of the goods being returned should be $0.00. STOTT PILATES will not pay for any charges related to shipments/incorrect paperwork on goods being returned back into Canada.
Once your return has been received, inspected and processed, your credit will be processed immediately. Our Sales Representatives are here to walk you through this process quickly and efficiently.
Reformers & Equipment
All STOTT PILATES equipment is manufactured with the utmost care, using the highest quality components, and carries one of the best warranties in the industry. As all products are custom made to order, STOTT PILATES equipment may not be returned for refund.
If your product is defective, call us at (800) 910-0001 or (416)482-4050, ext 264, or email us at email@example.com indicating the problem and we will reply as soon as possible indicating what steps should be taken to resolve the situation.
We will repair or replace it as per the product warranty. If we opt to repair or replace your equipment, this may require your product to be returned for inspection and analysis at our manufacturing facility prior to sending out replacement product.
PROBLEMS, QUESTIONS OR SUGGESTIONS?
If you have any problems or concerns with your order, please don't hesitate to contact us toll-free in North America at 1-800-910-0001, toll-free in the UK at 0800-328-5676 or 416-482-4050. One of our Sales Representatives will be happy to assist you.