PAVO Return and Refund Policy

Thank you for choosing PAVO. This policy explains how returns, cancellations, exchanges, and refunds work for physical products purchased directly from pavofitness.com.

Eligible items have a 30-day return request window. PAVO Reformers, Reformer and Pilates Box sets, and the other excluded items listed below are not eligible for change-of-mind returns. A change-of-mind return means returning a product because you no longer want it, rather than because it is faulty, damaged, or incorrect.

For help with an order, email support@pavofitness.com. Nothing in this policy limits your rights under applicable consumer protection law. The policy disclosed when you place your order applies to that order; later changes do not retrospectively reduce your rights.

Change of Mind Returns

For eligible items, contact us within 30 calendar days of delivery to request a return. To qualify:

· The item must be unused and in its original condition.

· All original packaging, tags, accessories, manuals, and included components must be returned.

· You must provide your order number and proof of purchase.

· Our team must approve the return in writing before you send it back.

A Pilates Box purchased separately may qualify under these conditions, unless another exclusion below applies. A Pilates Box purchased as part of a Reformer set follows the set's return conditions.

Items Not Eligible for Change of Mind Returns

· PAVO Reformers and other large fitness equipment, including Reformer and Pilates Box sets.

· Pre-order items after shipment, as explained under Preorders.

· Custom or personalized products.

· Yoga mats and shapewear products, where offered.

· Sale items, including Black Friday sale items, and products identified as final sale before purchase.

· Gift cards, except where redemption or refund is required by law.

These exclusions concern returns after shipment. They do not prevent cancellation of standard products before shipment under the Canceling Before Shipment section. Separate cancellation restrictions for custom or personalized products must be disclosed and agreed before purchase.

These exclusions do not remove your rights if an item is defective, damaged in transit, incorrect, or otherwise covered by a mandatory legal remedy.

Shipping Costs and Included Delivery

Reformers and other large fitness products can require specialized packaging and freight handling. Depending on the product and route, delivery costs may include protective packing, pallet handling, freight, transit insurance, special delivery equipment, and regional surcharges.

Free or included delivery means that PAVO covers the delivery charge. It does not mean that no delivery cost is incurred.

For an approved change-of-mind return or a customer-requested cancellation after shipment, actual, documented, nonrecoverable shipping and related costs may be deducted as described below, to the extent permitted by law and disclosed before purchase. This can apply even when delivery was included in the product price. We will provide an itemized explanation of applicable deductions.

We do not charge twice for the same cost. Any shipping amount already retained is credited against the corresponding actual outbound shipping cost. Refundable taxes and recoverable charges are handled in accordance with applicable law.

Canceling Before Shipment

Email support@pavofitness.com as soon as possible if you wish to cancel, and include your order number. We will confirm the cancellation and refund details in writing.

For standard PAVO products, including pre-orders, you may cancel for a full refund before actual fulfillment work, such as packing or freight booking, begins. Reserving inventory, accepting payment, or changing an order status does not by itself create a cancellation charge or remove this option.

If fulfillment work has started but the order has not shipped, we will accept cancellation and deduct only reasonable, documented costs that have actually been incurred for your order and cannot be recovered or reused. Any such deduction must have been disclosed before purchase or expressly agreed with you before the cost was incurred, and must be permitted by applicable law. Examples may include:

· Nonrefundable carrier booking or cancellation charges.

· Actual packing costs that cannot be recovered or reused.

· Previously agreed storage charges under the Storage section.

We do not charge a percentage-based cancellation fee or a restocking fee before shipment. If no qualifying nonrecoverable costs have been incurred, you will receive a full refund even if fulfillment work has started. We will provide an itemized explanation of any deduction and will not charge twice for the same cost.

We assess the order's status and qualifying costs when we receive your cancellation request. Creating a shipping label alone does not count as shipment; shipment means handing the order to the carrier. If that has already happened when we receive your request, the Canceling After Shipment section applies.

Custom or personalized products may have separate cancellation restrictions disclosed and agreed before purchase. No deduction applies where the law requires a full refund, including a qualifying shipping-delay cancellation, or where cancellation results from our error.

Canceling After Shipment

Once an order has shipped, we cannot guarantee that it can be stopped. A request to return an unwanted item is subject to return eligibility and written approval. Shipment does not make an otherwise excluded product eligible for return.

For an approved change-of-mind return, the following may be deducted, where applicable and permitted by law:

· Actual outbound shipping and packing costs already incurred.

· Return shipping costs.

· Nonrecoverable duties, customs clearance, or brokerage charges paid on your behalf.

· Carrier charges caused by your requested return or failed delivery, including redelivery, storage, handling, or return-to-sender charges.

· Reasonable replacement packaging or repair costs for customer-caused damage, supported by an explanation of the condition received.

· A 10% restocking fee as described under Return Fees.

We will not deduct costs caused by our error, confirmed product defects, or confirmed damage during delivery to you. Any amount claimed beyond the available refund must have a separate lawful basis and will not be automatically charged to your payment method under this policy.

Orders in Transit

If you ask us to stop, redirect, recall, or hold an order already in transit, we will contact the carrier, but availability depends on the carrier and the shipment's status.

Actual carrier charges resulting from an agreed customer-requested change may be payable by you. We will explain known charges before arranging the change. This does not transfer responsibility to you for our shipping errors or remove any delivery or refund rights provided by law.

Order Changes

Contact us before requesting a different color, model, quantity, or configuration. Changes must be confirmed in writing and depend on stock and shipment status.

If we can make the change without additional cost, we will do so. If a change requires canceling the original order and creating a new one, the Canceling Before Shipment section governs any cancellation deductions, and current product pricing applies to the new order unless we agree otherwise. Reallocating inventory alone does not create a fee. We will confirm any qualifying actual costs and price difference before proceeding.

Reformer Returns and Product Faults

PAVO Reformers, including the standard Reformer and Reformer and Pilates Box sets, are not eligible for change-of-mind returns.

If you believe your Reformer has a defect, contact us promptly with your order number, the serial number if available, and photos or video showing the issue. We may request further information or arrange an assessment to identify the appropriate remedy.

Depending on the issue, applicable warranty terms, and your legal rights, a remedy may include replacement parts, repair, replacement, or a refund. We will not apply change-of-mind cancellation, restocking, or freight deductions to confirmed defects or confirmed damage during delivery to you.

Damage caused by misuse, dropping, incorrect assembly, unsuitable placement, or modifications is not a manufacturing defect. Normal wear is also distinct from a manufacturing defect. These exclusions apply only to damage caused by those circumstances and do not exclude unrelated defects or mandatory legal rights.

If an issue may affect safe use, stop using the equipment and contact us before attempting a repair.

Packaging

Keep the original shipping carton or crate, if supplied, together with internal supports, protective materials, and accessories. Retaining packaging throughout the warranty period can help if the product needs to be transported for assessment or service.

Eligible change-of-mind returns require original packaging unless we agree otherwise in writing. If alternative protective packaging is approved for such a return, its reasonable cost is your responsibility.

Missing original packaging does not automatically invalidate a warranty claim or remove your statutory rights. Contact us for safe packing instructions before shipping a product without its original packaging. Any packaging costs for a defect or warranty remedy will be handled in accordance with the applicable warranty and law.

Preorders

Some PAVO products are available for pre-order. The applicable shipping estimate will be shown with the offer or in your order confirmation. A shipping date refers to when the order is expected to leave the fulfillment location, not the date it will arrive.

Before shipment, standard pre-orders follow the same cancellation terms as other standard products. You may cancel for a full refund before actual fulfillment work begins. If fulfillment has started, only qualifying, disclosed, nonrecoverable costs described under Canceling Before Shipment may be deducted. There is no automatic cancellation charge for a pre-order or for allocating inventory to it.

Once shipped, pre-order items are not eligible for change-of-mind returns unless we approve an exception in writing. Order changes remain subject to the Order Changes section.

These conditions do not override your rights concerning shipping delays, defective goods, or other mandatory remedies. Payment or allocation does not remove those rights.

United States Orders and Shipping Delays

If we cannot ship within the time stated at purchase, or generally within 30 days of receiving a properly completed order when no shipping time was stated, we will notify you and offer the choice to consent to the delay or cancel the affected unshipped order for a full refund, as required by the FTC Mail, Internet, or Telephone Order Merchandise Rule.

The notice will provide a revised shipping date, or explain when no reliable revised date is available. Where the Rule requires consent and it is not received, we will cancel and refund as required. These protections also apply to pre-orders.

No cancellation, restocking, freight, or storage deduction applies to a Rule-required full refund. We will issue those refunds within seven working days when that deadline applies under the Rule.

Applicable federal and state warranty and consumer protection rights remain in effect. This policy does not disclaim any implied warranty or other right that cannot lawfully be excluded.

Return Fees

Approved change-of-mind returns after shipment are subject to a 10% restocking fee, plus applicable shipping and related costs described above. The restocking fee is calculated on the amount actually paid for the returned merchandise after discounts, excluding taxes and separately charged shipping.

This fee also applies if we make a written exception allowing a change-of-mind return of an otherwise excluded product, unless the approval says otherwise. It does not create a general right to return Reformers or other excluded items.

The 10% restocking fee does not apply to cancellations before shipment. Original shipping charges are not refundable for ordinary change-of-mind returns after shipment. Fees and deductions do not apply where the law requires a full refund or where the return results from a confirmed defect, our error, or confirmed transit damage on delivery to you. We will not charge twice for the same cost.

Refused Deliveries

Refusing delivery without an approved return does not by itself cancel the order or make an excluded item returnable. If an unwanted shipment is returned and a refund is approved, actual outbound and return shipping, carrier charges, and the applicable restocking fee may be deducted under this policy.

If you refuse an obviously damaged or incorrect shipment, document the issue and contact us promptly. Customer-change-of-mind fees do not apply when the damage or shipping error is confirmed.

Chargebacks and Payment Disputes

Please contact support@pavofitness.com if you have a problem with your order so that we can help resolve it. Contacting us does not replace or restrict your right to contact your payment provider or meet a dispute deadline.

If a payment dispute is opened, we may provide the provider with relevant order records, correspondence, shipment and delivery evidence, and the policy disclosed at purchase. Disputes are handled under applicable law and the provider's rules.

We do not automatically charge you a penalty, dispute fee, or currency loss simply because you raise a dispute. Any otherwise lawful return deductions remain subject to this policy and the dispute outcome. We will not collect the same amount twice.

Where a refund or dispute resolution requires the return of delivered goods, follow the agreed instructions or the payment provider's directions, unless return is waived or the law provides otherwise.

Free Gifts and Bundles

An approved return of a complete set or bundle must include all associated products, accessories, and free gifts in the required condition. A partial return of a bundle requires separate written approval. Returning a Pilates Box does not make a Reformer set eligible for a change-of-mind refund.

For an approved voluntary return, if a promotional gift is not returned, we may deduct its retail value where that value and condition were disclosed with the offer and the deduction is permitted by law. Refunds reflect the price actually paid and the allocation of any bundle discount. These conditions do not reduce remedies for defective or incorrect goods.

Return Shipping and Unauthorized Returns

Use the return address and packing instructions supplied with your written authorization. Do not send goods to an address on a shipping label or to a business address without confirmation. We do not accept cash-on-delivery return shipments.

For a change-of-mind return shipped using a carrier you select, you are responsible for adequate packaging and the shipment until it reaches us, subject to applicable law. Use a tracked service and suitable insurance. We will help provide available documentation if you need to make a carrier claim.

Different arrangements may apply when we arrange collection or provide a return label for a confirmed defect, delivery damage, or our error. We will explain those arrangements in the return instructions.

Unauthorized voluntary returns may be refused or sent back at your expense, where permitted by law. This approval process does not remove any mandatory right to a remedy.

Refund Method and Timing

After receiving and inspecting an approved return, we will notify you of the outcome and any itemized deductions. Approved refunds are processed to the original payment method within 5 to 10 business days after receipt and inspection. Your bank or payment provider may need additional time to display the credit.

If the original payment method cannot receive the refund, we will arrange an appropriate alternative with you. Store credit will not replace a legally required monetary refund without your agreement.

Where a shorter legal deadline applies, including a qualifying unshipped-order refund under the FTC Rule, that deadline takes priority and is not dependent on return inspection.

Partial Refunds

If an approved voluntary return arrives used, incomplete, or damaged by the customer, a refund may be reduced to reflect the documented loss in value or reasonable restoration cost, to the extent permitted by law. We will explain the condition and deduction and will not charge twice for the same loss.

This provision does not permit deductions for the defect, delivery damage, or error that gave rise to a valid remedy.

Damaged Faulty Incorrect or Missing Items

Inspect your delivery promptly. If anything appears damaged, faulty, incorrect, or missing, contact support@pavofitness.com as soon as possible, preferably within 1 to 2 business days of delivery. Please provide:

· Your order number and a description of the issue.

· Photos of the outer packaging and shipping label, including visible damage before opening where possible.

· Photos or video of the affected product and the contents received.

Keep the packaging while we assess the issue. We will arrange an appropriate correction or remedy under the applicable warranty and law, including replacement parts, repair, replacement, or refund as appropriate.

The 1-to-2-business-day request helps us investigate delivery issues. Missing that reporting window does not automatically remove your warranty rights or rights concerning a defect discovered later.

Replacement Parts and Warranty Support

If a component needs attention, contact us before attempting a repair. We will assess the problem and advise whether a replacement part, repair, or another remedy is appropriate. Do not carry out work beyond the user instructions or work that may make the equipment unsafe.

Coverage depends on the warranty supplied with your PAVO product and applicable law. This return policy does not replace or shorten that warranty.

Financing and Third Party Payments

Refunds for purchases made through an installment service, financing provider, or digital wallet are returned through the original provider where possible. The provider manages adjustments to your payment schedule and any fees or interest it charges under its own terms.

Contact the provider about its refund processing and payment obligations. We do not automatically deduct payment-processing or dispute fees from a refund required by law.

Delivery Delays and Address Issues

If a shipment has not arrived within the indicated delivery window, contact us so we can investigate. In particular, let us know if delivery is more than 7 to 10 business days overdue. This is a service guideline, not a requirement to delay reporting a missing shipment or exercising a legal right.

Provide a complete, accurate delivery address and arrange access and receipt as required for your shipment. If delivery fails because of an incorrect address supplied by you, unavailable access, or failure to collect, actual redelivery, return shipping, or carrier storage charges may be payable, where permitted by law. We will explain charges before redelivery or as part of any approved refund.

These charges do not apply to delivery failures caused by PAVO or to another situation where the law requires us to bear the cost.

Exchanges

Exchanges are subject to product eligibility, written approval, and stock availability. Contact us first to confirm the process. We may ask you to place a new order and return the original item if eligible. The new order will be charged at the price available when it is placed unless we agree otherwise.

Deposits and Partial Payments

If we agree in writing to accept a deposit or partial payment directly, the arrangement may reserve specific stock for your order. The remaining balance must be paid before shipment, unless our written agreement provides otherwise.

For standard products canceled before actual fulfillment begins, your deposit or other payment will be refunded in full. If fulfillment has started but the order has not shipped, only qualifying actual costs described under Canceling Before Shipment may be deducted from the amount paid. Reserving stock or accepting a deposit does not by itself create a cancellation charge. Any agreed restrictions for custom or personalized products remain subject to applicable law.

Any amount claimed beyond the deposit or payment must be supported by the written agreement and applicable law; it is not automatically payable solely because costs exceed the amount paid. Nothing in a deposit arrangement removes your right to a full refund where required by law.

This section concerns deposits accepted directly by PAVO, not an installment plan where a third-party provider has paid PAVO for the order.

Storage

If allocated stock is held at your request or because an agreed balance remains unpaid, the first 30 days of storage are free. From day 31, storage fees may apply according to the size and volume of the order. We will confirm the rate and start date in writing before charging it. An ordinary pre-order production or shipping wait is not customer-requested storage.

Previously agreed storage charges already incurred may apply whether the order is later shipped or voluntarily canceled. Separate carrier, depot, or port charges may also apply if actually incurred because of a customer-requested hold or failed delivery, subject to applicable law and prior disclosure where required. For a cancellation before shipment, any deduction must meet the conditions under Canceling Before Shipment.

We do not charge you storage fees for delays caused by PAVO or in a situation where the law requires a full refund without deductions.

Wholesale and Bulk Orders

Wholesale and bulk orders are subject to their written order terms. After shipment, they are not eligible for change-of-mind return, exchange, or refund unless we have agreed otherwise in writing. This also applies to international wholesale orders that we accept.

Any agreed deposit, payment schedule, storage arrangement, or cancellation is handled under the applicable written agreement and the relevant sections of this policy. Rights and remedies required by applicable law remain available.

International Orders

If we accept an order for delivery outside the United States, the destination must be supported at checkout or confirmed by us in writing. This section does not mean that every destination is available.

For eligible change-of-mind returns, the customer is responsible for return shipping and lawful, disclosed, nonrecoverable customs or brokerage costs. Duties or taxes paid directly to a customs authority are not refunded by PAVO; any recovery must be requested from that authority. Amounts paid through PAVO are refunded or deducted as required by law and according to whether the charge is recoverable.

Any mandatory withdrawal, cancellation, refund, or warranty rights that apply to your purchase take priority over conflicting terms in this policy.

How to Request a Return

Email support@pavofitness.com with your order number, proof of purchase, product name, item condition, and reason for the request. For a Reformer, include the serial number if available. Add photos or video for damage, defects, incorrect goods, or missing items.

We will confirm eligibility, explain any applicable fees, and provide written return instructions and the correct address. Please wait for those instructions before shipping a voluntary return.

Your Consumer Rights

Nothing in this policy excludes, restricts, or replaces any nonwaivable right under applicable consumer protection or warranty law. You may be entitled to repair, replacement, refund, or another remedy where required by law. Where applicable law gives you greater rights than this policy, those rights take priority.

Contact

PAVO

Email: support@pavofitness.com

Website: https://www.pavofitness.com/