Returns & Refunds Policy

At Body Flow SA, customer satisfaction is our priority. Please take a moment to review our returns and refunds policy before making a purchase.

1. Return Period

You are entitled to return an item within 5 calendar days from the date of collection. Any return requests made after this period will unfortunately not be accepted.

All return requests must be initiated in writing or over the phone within this timeframe, accompanied by the required documentation outlined in Section 2.

2. Return Requirements

For a return or refund to be considered, the following conditions must be met:

  • The product must be unused and in original condition.

  • All protective plastic coverings or seals must remain intact.

  • The item must be returned in its original packaging, which must be free from damage.

  • All parts, accessories, and documentation originally supplied with the product must be included.

  • The return must be accompanied by:

    • A valid tax invoice

    • Proof of payment

    • A bank confirmation letter (not older than 3 months) to facilitate refund processing

Returns that do not meet these conditions will be declined. Any signs of usage, damage, missing parts, or tampered packaging will result in the return being refused.

3. Return Inspection and Approval Process

Once your returned item is received, our team will carry out a full inspection of the product to confirm its condition.

You will be notified of the outcome within 3 business days of our receiving the item:

  • If the return is approved, a refund will be issued via EFT to the banking details provided. Please allow 7 to 10 business days for processing.

  • If the return is declined, we will provide the reasons for the decision, and the item will be returned to you at your cost.

Returns sent without prior communication or missing any of the required documentation will not be accepted.

4. Exchanges and Faulty Items

We only replace items if they are defective due to a manufacturer fault or if damage occurred prior to dispatch from our premises.

Each unit is inspected for quality and condition upon receipt from the manufacturer before being dispatched to customers. If a defect or damage is discovered post-delivery, customers must notify us within 5 calendar days of receiving the product.

Where an exchange is approved but the item is out of stock, we will:

  • Place the item on backorder and notify you when new stock is available

  • Offer a suitable replacement of equal value

  • Provide a store credit, where applicable

5. Shipping and Transport Responsibility

Please take note of the following terms:

  • Shipping charges are not refundable.

  • The customer is responsible for all return courier costs.

  • Body Flow SA is not liable for any damage incurred during delivery from our premises to the customer.

  • If a product is damaged during its return to us due to inadequate packaging, the return will be deemed invalid.

We recommend using a reputable courier with tracking and insurance to safeguard the return process.

6. Non-Returnable Items

The following items are strictly not eligible for return or refund:

  • Products that have been used or partially used

  • Items with missing accessories or original packaging

  • Products returned outside the specified 5-day return period

  • Customised or special-order items

  • Products damaged during return shipping due to poor packaging

7. Return Procedure

To initiate a return:

  1. Contact our support team within 5 days of collecting your order.

  2. Provide the following information:

    • Full name and contact number

    • Invoice or order number

    • Reason for return with supporting details

    • Photographs of the item and packaging, if applicable

  3. Our team will confirm whether the return meets the policy conditions.

  4. Return the item securely packaged with all supporting documentation, including:

    • A copy of the invoice

    • Proof of payment

    • Bank confirmation letter

The return address and further instructions will be provided during this process.

8. Policy Updates

This Returns & Refunds Policy may be updated or revised at any time without prior notice. All updates will be reflected on this page. Customers are advised to review the policy before initiating any return.

By completing a purchase with Body Flow SA, you acknowledge and agree to the terms outlined in this Returns & Refunds Policy.

Contact Us

For return enquiries or assistance, please contact our team using the details below:

Email: info@bodyflowpilatesequipment.co.za
Phone: +27 79 432 2418
Operating Hours: Monday to Friday, 9:00 AM – 5:00 PM

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