Refund policy
Refund & Return Policy
Questions about a return, cancellation, damaged shipment, or warranty claim?
Email: support@somaisusa.com
Phone: (307) 448-6940
Business hours: Monday–Friday, 9:00 AM–5:00 PM EST
1. Cancellations
Standard Orders
You may request cancellation of a standard order at any time before the order ships. If the order has not yet entered fulfillment, we will cancel the order and issue a refund to your original payment method.
Please contact us as soon as possible because orders may enter fulfillment shortly after purchase.
Phone: (307) 448-6940
Email: support@somaisusa.com
Custom & Made-to-Order Products
Custom and made-to-order products are manufactured specifically for your order.
These orders may be cancelled before production begins, subject to confirmation from the manufacturer. Once production has begun, the order cannot be cancelled or returned for a change of mind.
This includes products customized by frame finish, upholstery, branding, configuration, or other customer specifications.
If you are unsure whether a product is custom or made-to-order, please contact us before purchasing.
Orders That Have Shipped
Once an order has shipped, it cannot be cancelled. If the product is eligible for return, you may request a return in accordance with the applicable return policy below.
2. Returns
Return eligibility varies by product and manufacturer. The return terms stated on the individual product page for the product you purchased take precedence over the general terms below.
General Return Policy
Unless a different policy is stated on the product page:
- Return requests must be submitted within 30 days of delivery.
- Products must be unused and in their original packaging.
- The customer is responsible for return shipping costs.
- Additional charges may apply if a return requires reconsignment, redelivery, or other services because of customer error.
- Outright returns may be subject to a 25% restocking fee, in addition to applicable return shipping costs.
- Refunds are issued to the original payment method.
- Products that have been used, assembled, damaged after delivery, or otherwise do not meet the applicable return conditions may not qualify for a change-of-mind return.
Exchanges
If you would like to exchange an eligible product for another product, please contact us before shipping the item back.
Depending on the products involved, we may be able to apply some or all applicable return costs toward the replacement order.
Exchange eligibility and costs vary by product and manufacturer.
3. Damaged Shipments
Please inspect your shipment as soon as it arrives.
If your order appears damaged:
- Note any visible damage on the delivery receipt, if applicable.
- Photograph the shipping box, packaging, damage, and product.
- Photograph the SKU or product identification label.
- Contact support@somaisusa.com within 24 hours of delivery.
Providing photographs and delivery documentation helps us work with the carrier and manufacturer to resolve the issue as quickly as possible.
Damage reported after the applicable reporting period may not be eligible for a shipping-damage claim.
If the damage is covered, Somais will coordinate the applicable repair, replacement, or other resolution with the manufacturer or carrier.
Do not discard the packaging or damaged product until we advise you to do so.
4. Brand-Specific Return & Warranty Policies
Because Somais sells products from multiple manufacturers, certain products have return and warranty terms that differ from our general policy.
The policy stated on the individual product page takes precedence where it differs from this general policy.
FitFormer
FitFormer products are sold under a reseller partnership agreement and certain models are intended for home and residential use only.
Cancellations
- Cancellation requests must be submitted in writing before the product ships.
- Orders that have already shipped cannot be cancelled.
Returns & Defects
- FitFormer does not offer refunds for products delivered as described and in working order.
- Defective units or parts may be repaired or replaced in accordance with the applicable warranty.
- Defect claims must be submitted within 15 business days of delivery.
- Return shipping costs associated with an approved return or warranty process are the responsibility of the customer unless otherwise agreed.
Warranty
FitFormer products carry a 1-year warranty from the date of delivery against defects in materials and workmanship.
The warranty does not cover damage caused by misuse, user error, improper installation, normal wear and tear, or use of home-model machines for commercial purposes.
The Core Collab
The Core Collab manufactures Pilates equipment, including commercial-grade reformers and Sculptformer products.
Returns
Core Collab return eligibility may vary by product. Please refer to the individual product page for the applicable return period and conditions.
Damage in Transit
If a Core Collab product arrives damaged:
- Contact Somais as soon as possible and within the applicable damage-reporting period.
- Somais will coordinate with The Core Collab.
- The Core Collab may communicate directly with the customer to arrange the appropriate repair or replacement.
Warranty
Core Collab reformers carry:
- 10-year warranty on reformer frames
- 2-year warranty on moving parts
Warranty claims are handled directly between The Core Collab and the end customer where applicable.
Custom Orders
Custom Core Collab orders, including customized frame finishes, upholstery, branding, or other specifications, are non-refundable and non-cancellable once production begins.
Estimated lead time for custom orders is 8–12 weeks, unless otherwise stated on the product page.
PE Pilates
PE Pilates products may have product-specific return and warranty requirements.
Please refer to the individual Somais product page for the return period, warranty coverage, and applicable conditions before purchasing.
Where the product page does not specify different terms, the general Somais policies in Sections 1–3 apply.
For questions about a PE Pilates product, contact:
support@somaisusa.com
5. Warranties
Warranty coverage varies by manufacturer and product.
The warranty information displayed on the individual product page is the applicable warranty information for that product.
Unless otherwise stated, warranties generally cover defects in materials or workmanship under normal intended use.
Damage vs. Warranty
Damage that occurs during shipping is treated as a damage-in-transit claim, not a warranty claim.
Please report shipping damage within the applicable reporting period described in Section 3.
Warranty coverage does not automatically apply to damage caused by misuse, accidents, improper installation, unauthorized modifications, normal wear and tear, or use outside the manufacturer’s intended purpose.
6. Shipping Estimates
We provide shipping and delivery estimates based on information from our manufacturers, warehouses, carriers, and freight partners.
Shipping estimates are not guaranteed delivery dates and may change because of circumstances including:
- Manufacturing or supplier delays
- Inventory availability
- Freight capacity
- Carrier delays
- Weather
- Customs or other logistical issues
- Circumstances outside Somais’ reasonable control
If your order is delayed, please contact us at support@somaisusa.com and we will work with the applicable supplier or carrier to provide an updated status.
7. Refund Processing
Once an approved return has been received and inspected, we will process the applicable refund to the original payment method.
The time required for the refund to appear in your account may depend on your payment provider or financial institution.
Any applicable restocking fees, return shipping costs, or other authorized charges will be deducted from the refund amount.
8. Important Customer Responsibilities
To help us resolve issues quickly, customers should:
- Review the product’s return and warranty information before purchasing.
- Inspect shipments promptly after delivery.
- Photograph any shipping damage and report it within the applicable reporting period.
- Keep original packaging until the order has been inspected and accepted.
- Contact Somais before returning an item.
- Obtain return instructions from Somais before shipping a product back.
Please do not send a return to a manufacturer, warehouse, or other address without receiving return instructions from Somais.
9. Contact Us
Somais
Email: support@somaisusa.com
Phone: (307) 448-6940
Hours: Monday–Friday, 9:00 AM–5:00 PM EST
We are happy to help with questions about returns, cancellations, shipping damage, warranties, and product-specific policies.