Return & Exchange Policy

​Returns & Exchanges

-Equipment & Accessories: You may return unused Pilates equipment and accessories (e.g., grip socks, resistance bands, balls, etc.) in their original condition and packaging within 14 days of purchase for a full refund or exchange.  

- Pain Relief Creams & Personal Care Products: Due to hygiene and safety reasons, these items are final sale and cannot be returned or exchanged, unless they are faulty or damaged upon arrival.

 

Conditions for Returns

- Items must be unused, unopened, and in resalable condition.

- Proof of purchase (receipt or order confirmation) is required.

- Refunds will be processed to the original payment method within 5–10 business days after we receive your returned item.

 

Damaged or Incorrect Items

If you received an item that is damaged, faulty, or not what you ordered, please contact us within 7 days of receiving your order. We’ll arrange a replacement or refund, and cover any return shipping costs.

 

How to Make a Return

1. Email us at accounts@activecore.nz with your order number and reason for return.

2. We’ll provide return instructions and a return address.

3. Once your item is received and inspected, we’ll notify you of your refund or exchange status.