At Windcave Global, we are committed to providing high-quality Pilates reformer machines and fitness equipment while ensuring an excellent customer experience. If you are not completely satisfied with your purchase, please review our Refund and Return Policy below.

1. Order Cancellation

Before Shipment

Orders may be canceled free of charge before they have been shipped.

After Shipment

If an order is canceled after shipment due to customer reasons, the customer will be responsible for applicable shipping and handling costs.

Custom Orders

Customized or personalized products cannot be canceled once production or processing has begun.

2. Return Eligibility & Timeframe

Customers may request a return within 60 days from the date of delivery.

To qualify for a return:

• The item must be unused and in new condition
• The item must be returned in its original packaging
• All accessories, manuals, and included components must be returned

Return requests submitted after 30 days from delivery may not be accepted.

3. Non-Returnable Items

The following items are non-returnable and non-refundable:

• Customized or personalized products
• Opened accessories, seat cushions, springs, or hygiene-related items
• Products damaged through misuse, improper assembly, or unauthorized modifications

4. Return Process

To initiate a return, please contact our customer support team with:

• Your order number
• Reason for the return
• Photos of the product (if applicable)

Once your request is approved, we will provide detailed return instructions and the appropriate return address.

Please do not send items back without prior authorization.

5. Return Shipping Costs

Customer-Initiated Returns

If the return is due to customer preference, incorrect ordering, or other non-defective reasons, the customer is responsible for return shipping costs.

Damaged or Defective Products

If the product arrives damaged, defective, or incorrect, Windcave Global will cover the return shipping costs and provide a replacement or refund where applicable.

6. Refund Process

Once the returned product has been received and inspected, refunds will be processed within 7–10 business days.

Refunds will be issued to the original payment method used during purchase.

Please note:

• Shipping fees may be non-refundable in certain cases
• Banks or payment providers may require additional processing time

7. Exchanges

If you receive a damaged, defective, or incorrect item, please contact us within 30 days of delivery.

We will arrange a replacement or exchange at no additional cost to you.

8. Important Return Notes

• We strongly recommend using a trackable shipping service for returns
• Windcave Global is not responsible for lost or damaged return shipments sent by customers
• Returned items that do not meet our return conditions may be rejected

9. Contact Information

If you have any questions regarding returns, refunds, cancellations, or exchanges, please contact us:

Windcave Global
Email: support@windcaveglobal.com
Phone: 07712181937

United States Address

3860 S 24th St
Council Bluffs, IA 51501
USA

Europe Address

36251 Bad Hersfeld
Germany

Australia Address

BNE1 (42-52 Export St, Lytton, QLD 4178)
Australia

Thank you for choosing Windcave Global. We appreciate your trust in our Pilates reformer equipment and strive to ensure your complete satisfaction with every order.