Returns Policy

Our 30-day, no-hassle return policy for all reformers is unique in the market.  No other manufacturer goes as far as we do to take the risk out of your purchase.  

30-Day, No-Hassle Returns

We understand that purchasing a reformer is a large investment.  You want to make sure your reformer will serve you for many years.  That's why we offer our exclusive 30-day, no-hassle return policy.

If you decide, for any reason, that you want to return your reformer within the first 30-days after delivery, Fortus Pilates will issue a full-refund on the purchase price of the reformer, excluding shipping.

Here's how it works:

• The 30-day clock starts from the date of delivery.
• If requested, Fortus Pilates will initiate the return, no-questions-asked, within the 30-day window.
• You must have the original packaging to perform the return.  If you do not have the original packaging, the return will not be approved.
• 30-day returns do not apply to reformers delivered with white-glove delivery service, unless you have chosen to keep the original packaging.
• The shipping costs will not be refunded.
• You will be required to facilitate shipping the reformer back to Fortus Pilates by making reasonable accomodations with our delivery team to schedule the pickup of your reformer.

Returns for Damage or Defects

Our reformers ship in a solid wood crate to ensure they are well-protected during shipping.  But, in the event your reformer does get damaged or has any manufacturing defects, Fortus Pilates will exchange the reformer at no cost to you.  Simply put the reformer back in the original packaging and contact us as [email protected] to initiate the exchange.

Damage or defects should be reported to Fortus Pilates as soon as possible after delivery, within seven days.  Requests for damage or defect replacement made more than seven days after the delivery of the reformer will be at the discretion of Fortus Pilates.  Of course, the warranty still applies to cover you against any premature product failure.

Returns Frequently Asked Questions

What happens if I don't have the original packaging?

Unfortunately, it is not possible for us to accept returns if you don't have the original packaging.  Contact us at [email protected] so we can discuss options.

Why do I still have to pay the shipping costs for a 30-day, no-hassle return?

In the event of a 30-day, no-hassle return, there is nothing wrong with the reformer.  As a result, while Fortus Pilates is willing to incur the bulk of the cost (since the reformer is not resellable as "new" after the return), the shipping costs remain the responsibility of the customer.

Customers concerned about this restriction can contact us at [email protected] to discuss options.  Sometimes we can mitigate the risk for both the customer and Fortus Pilates. 

Can I still perform a 30-day, no-hassle return if I get white glove delivery?

30-day, no-hassle returns require that you to have the original packaging to complete the return.  However, white glove delivery includes removal of the packaging materials.  Thus, in order to remain eligible for a 30-day, no-hassle return, you must inform the delivery team that you want to keep the packaging materials.

Note that this only applies to customers who have upgraded to white glove delivery.  Our standard curbside delivery leaves the unpacking to you; just make sure you keep the packaging materials.

What if I can't repackage the reformer perfectly?

Getting the reformer back in the crate exactly as it was delivered is, practically speaking, impossible.  In particular, you probably removed the protective shrink wrap on the upholstery which can't be reapplied.  All we ask is that you do your best to repackage the reformer to minimize damage during the return shipping.