Exchanges/Returns/Cancellation/Changes for Gratz Pilates Products

Most Gratz Products and Apparatuses are custom made to your order. We know you care about quality, and we have a thorough process to ensure each product we ship to you meets our high standards. This process includes a thorough inspection along with detailed photographs take of each piece to ensure we ship you exactly what you ordered. Still, we know that there are times where you may wish to return or exchange a Gratz product or apparatus. We’re providing this policy on returns, cancellations and exchanges for these cases.

To request changes, exchanges, returns, cancellations, contact Customer Care with your order number, full name, and relevant details and photos.

See below for guidelines:

Order Change Requests

Upholstered / Custom Products
- Includes Reformers, Cadillacs, Chairs, Barrels, Mats, Towers, Guillotines, Pillows, Shoulder Blocks, Boxes, etc.
- Changes confirmed before 7 days are done without extra charge.
- Changing an order after 7 days (e.g., changing upholstery color) will incur a 25% restocking fee based on the value of the upholstered apparatus.
  - Please note changing the upholstery color or making additions to your order will extend the order timeline by 4 weeks.
Non-Upholstered Products
- Includes Springs, Wheels, Straps, Foot Correctors, etc.
- Changes are possible if confirmed within 1 hour of placing the order. This is a short time window because non-upholstered Parts & Accessory packing begins almost immediately upon order.
- If changes are made after 1 hour a 7% restocking fee will apply based on invoice value.

Returns

Eligible for Return

Non-Upholstered Products
- Includes Springs, Wheels, Straps, Foot Correctors, etc.
- Returns must be initiated within 30 days of delivery.
- Shipping and delivery fees are non-refundable.
- Customer is responsible for return shipping costs.
- Subject to a 7% restocking fee.

Not Eligible for Return

Upholstered / Custom Products
- Includes Reformers, Cadillacs, Chairs, Barrels, Mats, Towers, Guillotines, Pillows, Shoulder Blocks, Boxes, etc.
- Normal variations in wood, metal, or upholstery are not considered defects and are non-returnable.

Exchanges

Eligible for Exchange

Non-Upholstered Products
- Includes springs, wheels, straps, foot correctors, etc.
- Exchanges must be initiated within 30 days of delivery.
- Customer is responsible for all related shipping costs.
- Shipping and delivery fees are non-refundable.
Factory defect or transit damage.

Not Eligible for Exchange

Upholstered / Custom Products
- Includes Reformers, Cadillacs, Chairs, Barrels, Mats, Towers, Guillotines, Pillows, Shoulder Blocks, Boxes, etc.
- Normal material variations in wood, metal, or upholstery are not grounds for exchange.

Order Cancellations

Upholstered / Custom Products
- Includes Reformers, Cadillacs, Chairs, Barrels, Mats, Towers, Guillotines, Pillows, Shoulder Blocks, Boxes, etc.
- Orders can be cancelled before production begins at no charge
- Orders in production incur a 25% restocking fee based on invoiced value.
Non-Upholstered Products
- Includes springs, wheels, straps, foot correctors, etc.
- Cancellations are possible if confirmed within 1 hour of placing the order. This is a short time window because non-upholstered part packing begins almost immediately upon order.

Overview

Products	Change	Exchange	Return	Cancel	Notes
Non-Upholstered Parts & Accessories (e.g. Springs, Wheels, Straps)	Yes – within 1 hour	Yes – within 30 days	Yes – within 30 days (7% restocking fee applies)	Yes – within 1 hour	Customer pays related shipping charges
Upholstered / Custom Products (e.g. Reformers, Chairs, Barrels, Mats, Towers, Guillotines, Pillows, Shoulder Blocks, Boxes, etc.)	Yes – however, after 7 days, a 25% restocking fee will apply based on the value of the upholstered apparatus.	No	Yes - if factory defect or transit damage	Yes – before production begins Yes – after production begins with a 25% restocking fee	Made-to-order; not eligible for return or exchange