Refund policy

Last updated: September 16, 2026

14-day return requests

You may request a return within 14 days after receiving your item. For a change-of-mind return, the item must be unused, with tags where supplied, and in its original packaging. Please keep your receipt or proof of purchase. These conditions do not limit your statutory rights for faulty, damaged, or incorrectly supplied goods.

Contact us before returning an item

Email Hedy at hedy@thepilatesplan.com before sending anything back. Include your order number, the item you wish to return, and the reason for your request. For damaged or incorrect items, include clear photos where possible.

The return address and shipping arrangements must be agreed with Hedy by email for your specific order. Do not send a return to the address on the original parcel or our business address unless Hedy has confirmed it as the return destination. We will provide the return instructions by email.

Return shipping and costs

Contact Hedy to confirm the applicable return shipping arrangements, costs, and who is responsible for them before sending the item. Large equipment may require a freight return. A prepaid return label is not automatically included. If return costs would affect your purchase decision, please ask us before ordering. Applicable consumer rights take priority over any return arrangement.

Damaged, defective, or incorrect items

Please contact us promptly if an item arrives damaged, defective, or incorrect so we can review the issue and arrange an appropriate remedy. The 14-day change-of-mind return window does not restrict any longer rights or remedies provided by applicable law.

Exceptions and exchanges

Damage caused by misuse or normal wear is not covered by our change-of-mind return policy. Any product-specific exclusions must be disclosed before purchase and remain subject to applicable law. Contact Hedy about an exchange before placing a replacement order.

European Union withdrawal rights

If your order is covered by EU consumer withdrawal rules, you may notify us that you wish to withdraw within 14 days of delivery, without giving a reason, subject to the exceptions and conditions provided by applicable law. Email Hedy to exercise this right and arrange the return. Nothing in this policy limits mandatory consumer rights.

Refunds

We will notify you after receiving and inspecting your return. If approved, we will issue the refund to your original payment method within 10 business days, or sooner where required by law. Your bank or card provider may take additional time to post the refund. Any proposed deductions and their basis will be explained to you, subject to applicable law.

If more than 15 business days have passed since approval and you have not received your refund, contact hedy@thepilatesplan.com.