Refund policy

Refund policy

Contact Information

Overview

Oshun Studios is committed to providing the best customer service in the Pilates equipment industry. Our goal is to make your shopping experience as easy as possible and ensure that you are 100% satisfied with your purchase. We strive to meet your expectations at all times.

Cancellations of Custom Orders (Bespoke Pilates Equipment)

Custom or made-to-order products cannot be cancelled or refunded as these products are put into production specifically for your order. These units are custom-made to your specification or created once you order. Your warranty will guarantee you a fully functional and operational product.

All sales are final for Custom Made and Bespoke products.

All sales items are final, including discounted products and BOGO (Buy One, Get One) products.

Payment Terms for Studio Orders (3+ Units)

Studio orders require a 50% non-refundable deposit to reserve your production slot. The remaining 50% is due before final delivery.

Deposits are non-refundable once production begins. Orders cannot be cancelled after production has started.

Lead time is typically 8-10 weeks from deposit confirmation.

Cancellations

  • Free Cancellation: You can cancel your order free of charge up to 48 hours after the order was placed, provided the order has not been physically shipped.
  • Cancellation Fee: All unshipped orders canceled after 1 hour are subject to a 5% cancellation fee due to costs incurred from our credit card processing company.
  • Shipped Orders: If your order has been shipped, the standard return procedure applies. Refunds will only be issued to the original credit card used when placing the order.

Return Policy

Bespoke (Custom Orders):
All sales of bespoke items are final. Due to the custom-made nature of these products, we do not accept returns or exchanges unless the item arrives damaged or defective. In such cases, please contact us within 3 days of delivery with clear photos of the issue so we can assist you.

Express Delivery Orders:
Returns are only accepted for items that arrive damaged or defective. To initiate a return, customers must contact us within 3 days of delivery and provide clear photographic evidence of the damage or defect. Unfortunately, we are unable to accept returns for reasons related to change of mind, preference, or fit due to the nature of express shipping and product size.

Pre-Orders

  • Out of Stock Notification: If the product you purchased is out of stock at the time you placed your order, we will notify you via email as soon as possible and give you the ETA as well as other available options.
  • Alternative Products: If you can't or don't want to wait, you can choose an alternative product. We will either charge or refund you the difference, update your order, and ship the alternative product.
  • Cancellation of Pre-Order: If you choose to cancel your order after confirming your pre-order, and it still hasn't shipped, a 5% cancellation fee applies. If the pre-order product has shipped, the normal return policy applies.

Damaged Merchandise

  • Reporting Damage: In the event of damage to your product during shipping, please contact hello@oshun-studios.com to arrange for replacement and pick-up of the damaged item.

Defective Merchandise

  • Warranty: Most of our products come with at least a 1-year manufacturer's warranty. Please let us know if you discover any manufacturer's defects, and we will help you get parts or replace the product at no additional cost.

Important Notes

  • Customer Responsibility: It is the customer's responsibility to return the product to the correct warehouse in new condition and in the original packaging. We strongly suggest obtaining a tracking number for the returning item(s) and purchasing shipping insurance.
  • Unacceptable Returns: If the product is received in a condition we deem unacceptable, we reserve the right to deny your return. If we received the item damaged, you may file a claim with your shipping company. If the item is used, you may choose to have it disposed of or returned at your expense.
  • Retention of Damaged or Used Items: Damaged or used items will be retained in our warehouse for a maximum of 30 business days unless otherwise requested by the customer in writing prior to disposal. After 30 business days, the item will be disposed of or donated.
  • Inspection Time: Please allow 7-14 business days after delivery of the returned item for our Customer Service Department to inspect the return and process your refund.

Refused Delivery: Customers who refuse delivery forfeit any refund eligibility. Storage fees at freight terminals are the customer's responsibility and accrue daily until the shipment is retrieved or returned.

Exchanges

  • Returns: Accept returns for defective products.
  • Exchanges: Not accepted.

Product Condition & Window

  • Product Condition: New only.
  • Return Window: 30 days.

Method & Fees

  • Return Method: By mail.
  • Return Label: Download and print, no cost.
  • Restocking Fee: 15% of the product price.
  • Refund Processing Time: Refunds are processed within 10 business days after the returned item is received and inspected.

Questions?

By shopping with Oshun Studios, you agree to our return policy terms and conditions. Thank you for your understanding and cooperation.

Please inspect the packaging of your item(s) when they arrive. If you notice any damage, you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos of damage, box and SKU, along with a brief description of the damage to hello@oshun-studios.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures, or visible signs of exterior damage must be reported within 24 hours.

Detailed Warranty

  • Oshun Studios products: 10 years

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival and not reported within 30 days, that is not a warranty claim.

Chargebacks

Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!

Contact Us

For questions or further assistance, email us at hello@oshun-studios.com.

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