Refund policy

Questions? Email support@somaisusa.com or call (307) 448-6940

 

1.  Cancellations

Before Your Order Ships

You may cancel any standard order free of charge before it leaves the warehouse. Contact us as soon as possible to ensure a full refund before shipment.

• Phone: (307) 448-6940 (business hours)
• Email: support@somaisusa.com (any time)

 

Custom & Made-to-Order Products

Custom and made-to-order products cannot be cancelled or refunded once production has begun. These items are built specifically to your specifications. All sales are final. Your warranty guarantees a fully functional product.

If you are unsure whether your order is custom or made-to-order, please contact us before purchasing.

 

Orders Already in Transit

Once an order has shipped it cannot be cancelled. Please refer to the Returns section below if you wish to return a shipped item.

 

2.  Refunds & Returns

Customers have 30 days from the date of receipt to initiate a return. Please note: individual brand policies (detailed in Section 4 below) may override this general 30-day window.

 

Return Conditions

• Items must be returned unopened and unused.
• You are responsible for return shipping costs and any reconsignment fees caused by customer error.
• Outright returns (no exchange) incur a 25% restocking/cancellation fee plus return shipping costs.
• If you are exchanging for another product, we may be able to offset some costs — contact us to discuss.
• Refunds are issued to the original payment method only.

 

BOGO Promotions

Both items must be returned for a full refund. If only one item is returned, you will receive a replacement unit or store credit at the single-unit purchase price. Return shipping costs apply if the order has shipped.

 

3.  Damages in Transit

Please inspect all packaging carefully at the time of delivery.

• Note any visible damage on the delivery receipt when signing.
• Photograph the damage, the box, and the SKU label immediately.
• Report all damage to support@somaisusa.com within 24 hours of delivery. Claims submitted after 24 hours will not be valid.

We will file an insurance claim on your behalf and arrange repair or replacement at no cost to you.

 

4.  Brand-Specific Policies

The following policies apply specifically to each brand we carry. Where a brand policy differs from our general policy, the brand-specific terms take precedence.

 

FitFormer

Sold under the Reseller Partnership Agreement .

**** for home and residential use only

Cancellations

• Cancellations must be submitted in writing before the item ships.
• Orders already in transit cannot be cancelled.

 

Refunds & Defects

• The Seller will repair or replace any defective unit or part.
• Defect claims must be made within 15 business days of delivery.
• Return shipping costs are the responsibility of the buyer/customer.
• No refunds are issued for goods delivered as described and in working order.

 

Warranty

• 1-year warranty from the date of delivery against defects in materials and workmanship.
• Warranty does not cover user error or commercial use of home-model machines.


The Core Collab

Pilates equipment manufacturer — Fort Worth, Texas. Products include commercial-grade reformers and the Sculptformer range.

 

Damages in Transit

• If a unit arrives damaged, the customer notifies you and you notify The Core Collab.
• The Core Collab handles all replacement or repair directly with the end customer at no cost to you as the reseller.

 

Warranty

• 10-year warranty on all reformer frames.
• 2-year warranty on moving parts.
• Warranty claims are handled directly between The Core Collab and the end customer.
• Contact: hello@thecorecollabusa.com

 

Custom Orders

• Custom orders (frame finish, upholstery, branding) are non-refundable and non-cancellable once production begins.
• Lead time: 8–12 weeks.

 

Products Covered

• Foldable Pilates Reformer – Eco | Sculptformer | Dimi | Queen Studio Reformer | and all other Core Collab reformer models.

  PE Pilates (pepilates.com)

Please check the individual product pages on pepilates.com for the most current return and warranty terms, as these may vary by product. The general Somais policies in Sections 1–3 apply unless otherwise stated on the product page.

For specific questions about PE Pilates products, contact us at support@somaisusa.com and we will clarify the applicable policy for your order.

 

5.  Warranties (General)

Warranty coverage varies by manufacturer. Please refer to individual product pages for exact warranty details.

• Warranty applies to defects in materials or workmanship that develop over time with normal use.
• Damage reported at the time of delivery is a damage-in-transit claim, not a warranty claim, and must be reported within 24 hours.
• Damage reported more than 30 days after delivery that was present upon arrival will not qualify as a warranty claim.
• Nearly all products carry a guarantee warranty — meaning you will receive a fully functional product at no additional cost to you.

 

6.  Shipping Time Estimates

We do our best to provide accurate shipping estimates based on information from our suppliers and freight partners. Estimates may change without notice due to:

• Supply chain delays (materials, manufacturing)
• Freight and logistics capacity
• Circumstances beyond our or our manufacturers’ control

Order delays are occasionally unavoidable. By placing an order you acknowledge that shipping estimates are estimates and agree not to file a chargeback solely because an estimated delivery date was not met.

 

7.  Customer Agreement

By completing a purchase, you confirm that you have read and agree to the following:

• I will inspect the packaging at delivery and report any damage with photos within 24 hours.
• I understand I am responsible for return shipping costs and any applicable restocking fees.
• I understand that items must be returned unopened and unused.
• I understand that once an order has left the warehouse I cannot receive a full refund without incurring return shipping and restocking fees.
• I understand that shipping estimates may change due to factors outside Somais’ control, and I will not file a chargeback for an order delay.
• I agree to contact Somais to resolve any issues before filing a chargeback.

 

8.  Chargebacks

Our team is here to help resolve any issue fairly and quickly. We have designed our policies to be as transparent and customer-friendly as possible.

If you have not received a product, or if there is an issue with a product you did receive, please contact us first — we will work to resolve it together.

Customers who file fraudulent chargebacks may be held legally liable for theft. Please reach out to us before escalating to your card issuer.

 

Contact Us

 

Business: Somais

Email: support@somaisusa.com

Phone: (307) 448-6940

Hours: Monday–Friday, 9am–5pm EST

support@somaisusa.com  |  (307) 448-6940  |  Mon–Fri 9am–5pm EST