Refund Policy

Refund Policy

Even though we have complete faith in all products we offer, we understand that you might have second thoughts or that your purchase may not live up to your expectations. 
 Our mission is to make your shopping experience as easy as possible and ensure that you are satisfied with your purchase. 

Cancellations

About Custom Orders

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.

About Normal Orders:

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.
Shipped Orders: If your order has been shipped, the standard return procedure applies.
Refunds will only be returned to the original payment method you used when compelet the order.

Return

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.

Normal Orders:

We offer the 14-day return policy. Please check the return details from our RETURN POLICY.

Damaged Merchandise

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

ANY DAMAGE TO PRODUCT OR MISSING/INCORRECT ITEMS MUST BE REPORTED WITHIN 48 HOURS OF RECEIPT.

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.
Please check more details about our Warranty Policy.

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.

Exchanges

Returns: Accept returns.
Exchanges: Not accepted.

Questions?

Contact us via email ascs@massfitman.com for any questions or concerns regarding our return policy.
By shopping with Jusai Pilates, you agree to our return policy terms and conditions. Thank you for your understanding and cooperation.