Easy, Kind Returns
We stand behind every product we offer — but we also know that sometimes, things just don’t work out. That’s why we make returns as simple and stress-free as possible.
If you have questions at any point, contact us at customerservice@thekindmotion.com or call 1-855-463-9700.
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ORDER CANCELLATIONS (TIME-SENSITIVE)
• You can request a cancellation for a refund within 24 hours of placing your order by submitting your request in writing
• Cancellation requests must include: order number, product name, and your contact information
• After 24 hours, not all orders can be cancelled (many items are built-to-order and may enter production quickly)
• If an order is in production, a 20%–60% restocking/manufacturing fee may apply depending on how far along your equipment is in the manufacturing process
• If your order has already shipped, it is too late to cancel — all sales are final once shipped
• If your cancellation is approved, you may be responsible for shipping costs and credit card processing fees
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CANCELLATION FEES AFTER 72 HOURS (INVENTORY / HOLDING)
• If you cancel after the order has been processed and is being held in inventory (but before shipment), a 5% restocking fee applies if the request is made after 72 hours from the time of order
• If you request that we hold an order in our warehouse for more than 72 hours, a $5/day holding fee applies (to cover storage space and resources)
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RETURNS (ELIGIBLE ITEMS ONLY)
• To request a return for a returnable item, you must contact The Kind Motion within 14 days of delivery by emailing customerservice@thekindmotion.com
• Return requests should include your order number, the item(s) you’d like to return, and the reason for the return
• Items must be returned in “Like New” condition, unused and unmodified, with all original packaging, documentation, and accessories
• Returns must be packaged securely to prevent shipping damage during transit back to us
• Return shipping is the customer’s responsibility unless the item arrived damaged, defective, or incorrect
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IMPORTANT: REQUIRED PHOTOS / VIDEO FOR ANY RETURN OR CLAIM
• All customers must follow our return protocol to qualify for a refund or replacement
• You must submit photos (and when requested, video) so Customer Support can determine the best course of action
• Requests without the required photo/video documentation may be considered invalid
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FREIGHT DELIVERY INSPECTION (READ BEFORE SIGNING)
Many of our products ship via freight. Please inspect your shipment at delivery.
• WE WILL NOT BE RESPONSIBLE FOR DAMAGE TO YOUR ORDER THAT IS NOT REPORTED AND NOTED ON THE DELIVERY RECEIPT / WAYBILL
• Do not use box cutters when opening freight packaging (risk of damaging upholstery and finished surfaces)
• Retain all packing materials (crate/box, foam, straps, pallet, etc.) in case a claim is needed
• Any damage, missing parts, or incorrect items must be reported within 48 hours of receipt
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DAMAGED, DEFECTIVE, OR INCORRECT ITEMS (48-HOUR REPORTING WINDOW)
If your order arrives damaged, defective, missing items, or incorrect:
• Note the issue on the delivery receipt/waybill at delivery (when possible)
• Take photos immediately (packaging + product + damage + labels)
• Email your photos/video and order number to customerservice@thekindmotion.com within 48 hours of delivery
If reported properly and within the timeframe:
• Damaged-in-transit items fall under shipping insurance and will be replaced
• Manufacturing defects or missing components fall under the manufacturer warranty and will be repaired/replaced per warranty terms
• We will cover shipping costs for damaged, defective, or incorrect merchandise and work quickly to make it right
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FREIGHT DAMAGE OR LOSS (LARGE EQUIPMENT)
• In the unlikely event that a piece of large equipment that does not involve custom upholstery color, custom wood, or other special-order modifications (such as an oversized reformer frame) is damaged or lost in transit, replacements will be shipped within ten (10) business days once the claim is confirmed
• Custom/special-order replacement timelines will be determined based on material availability and production lead times
• Depending on the extent of damage, we may ship replacement parts and/or replace the item
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ASSEMBLY-RELATED ISSUES
• If an issue appears to be related to assembly, you may be required to submit photos/videos for review
• If needed, we may coordinate a Pilates technician to inspect and resolve the issue at no charge (where available), prior to determining refund eligibility
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REFUNDS
• Refunds are processed after the returned item is received and inspected (when a return is approved)
• Refunds are issued to the original payment method
• Shipping fees (if any) are non-refundable
• If a return arrives damaged due to insufficient packaging, the return may be refused or subject to a partial refund
• If a refund is approved, you may be held accountable for shipping costs and/or credit card processing fees (where applicable)
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NON-REFUNDABLE / NON-RETURNABLE ITEMS
Unless covered by an applicable warranty, the following items are not eligible for return or refund:
• Customized products (including special upholstery)
• Custom equipment configurations / special equipment builds
• Equipment including (but not limited to): reformers, reformers with towers, trapeze & mat tables, reformer/trapeze combinations, chairs, ladder barrels, wall units/towers, and large apparatus
• Non-equipment components and parts (including but not limited to): springs, twin mat conversions, wall tower mats
• Accessories and spare parts
• Special shipments
• Amounts collected to reserve goods / reservation deposits
• Sale items (items purchased at a sale price)
• Opened DVDs (unless defective; defective DVDs may be exchanged for an identical replacement)
• Certified pre-owned or used items
• Orders intended for one-time or temporary use (e.g., trade shows, promotional events)
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ADDITIONAL NOTES
• Some products or vendors may have specific return restrictions — these will always be noted on the product page and may override portions of this policy
• We reserve the right to refuse returns that do not meet eligibility requirements or lack required documentation
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NEED HELP?
• Email: customerservice@thekindmotion.com
• Phone: 1-855-463-9700