Refund & Return Policy
Effective Date: August 8, 2026
At Ganzhou Joyrider Sports Technology Co., Ltd., we are committed to providing reliable Pilates equipment, professional manufacturing services, and responsive customer support to distributors, Pilates studios, fitness businesses, and international partners.
Because our products are primarily supplied on a B2B, wholesale, commercial, and OEM/ODM basis, returns, replacements, cancellations, and refunds are handled according to the specific product, order, and agreed commercial terms.
Please read this policy carefully before placing an order.
1. Order Confirmation
Before production begins, customers should carefully confirm:
Product model and quantityProduct specificationsMaterials and dimensionsUpholstery and frame colorsLogo and branding requirementsPackaging requirementsOEM/ODM customization detailsShipping and delivery informationPayment and commercial termsFor customized or bulk orders, production will begin after the relevant specifications and order details have been confirmed by both parties.
2. Returns of Standard Products
Returns of standard, non-customized products may be considered only when agreed in advance with Ganzhou Joyrider Sports Technology Co., Ltd.
Customers should contact us before returning any product.
Products considered for return should generally:
Be unused and in their original conditionHave the original packaging where applicableNot have been modified or damaged after deliveryInclude relevant order and shipping informationBecause Pilates equipment is large, heavy, and internationally shipped, return transportation and related logistics can involve significant costs. Return arrangements and responsibility for transportation costs will be determined on a case-by-case basis according to the reason for the return and the agreed commercial terms.
3. Damaged or Incorrect Products
If a product arrives damaged, defective, or materially different from the confirmed order specifications, please contact us as soon as possible.
To help us investigate the issue, customers may be asked to provide:
Order or quotation informationProduct model and quantityPhotographs of the product and packagingPhotographs of any visible damageVideo evidence where appropriateShipping or delivery documentationOur team will review the information and work with the customer to determine an appropriate solution.
Depending on the circumstances, the solution may include:
Replacement partsTechnical supportProduct repairReplacement of affected productsCredit or refundAnother solution mutually agreed by both parties4. Quality Issues
We take product quality seriously and maintain quality-control procedures throughout manufacturing and order preparation.
If a confirmed manufacturing defect is identified, customers should notify us promptly after receiving the goods.
We will assess the issue based on the product specifications, quality requirements, photographs, videos, inspection information, and other relevant evidence.
Minor variations that do not affect product function, safety, or agreed specifications may not qualify as manufacturing defects.
5. OEM & ODM Customized Products
OEM and ODM products are customized according to the customer's requirements and are generally non-returnable and non-refundable once customized production has started, except where otherwise required by applicable law or agreed in writing by both parties.
Customized products may include:
Custom logosPrivate-label brandingCustom upholstery colorsCustom frame colorsCustomized materialsCustomized dimensionsCustomized spring configurationsCustomized packagingStructural or functional modificationsOther customer-specific manufacturing requirementsCustomers are responsible for reviewing and approving designs, specifications, artwork, samples, and other customization details before production begins.
6. Order Cancellation
Cancellation requests should be submitted to us as soon as possible.
Before production begins
A cancellation request may be considered before production starts, subject to the agreed quotation, payment terms, and commercial agreement.
Any applicable administrative, design, material, or other costs already incurred may be deducted where permitted by the applicable agreement.
After production begins
Once manufacturing or customization has started, cancellation may not be possible or may result in costs related to materials, labor, customization, production, packaging, or other expenses already incurred.
After shipment
Orders generally cannot be cancelled after shipment unless otherwise agreed in writing.
7. Refund Policy
If a refund is approved, the refund amount and method will be determined according to the reason for the refund and the applicable order or commercial agreement.
Depending on the circumstances, refunds may include:
Full or partial refundRefund for affected productsCredit toward a future orderReplacement products or componentsAnother mutually agreed commercial solutionShipping charges, customs duties, taxes, bank charges, transaction fees, and other third-party costs may not be refundable unless otherwise agreed or required by applicable law.
Refund processing time may depend on the payment method and financial institution involved.
8. Shipping Damage
Customers should inspect packaging and products when the shipment arrives whenever reasonably possible.
If visible damage is found, customers should document the condition of the shipment with photographs or videos and notify the relevant carrier and our team promptly.
For international shipments, customers should also retain relevant shipping documents and delivery records.
We will cooperate with customers to investigate transportation-related damage and determine the appropriate solution according to the shipping terms and applicable commercial agreement.
9. Spare Parts and Replacement Components
For products covered by applicable warranty or after-sales support, we may provide replacement parts or technical assistance where appropriate.
Replacement parts may be supplied when a component is defective, damaged, or requires replacement according to the applicable warranty or service terms.
Replacement parts supplied under warranty do not necessarily create a right to return the complete product.
10. Products Purchased Through Distributors
If you purchased a Joyrider product through an authorized distributor, dealer, or other third party, please contact the original seller first.
Return, refund, and exchange arrangements may be governed by the seller's own terms and the agreement between the seller and customer.
Ganzhou Joyrider Sports Technology Co., Ltd. may provide technical or product support where appropriate.
11. Customer Responsibilities
Customers are responsible for providing accurate order, shipping, contact, and customization information.
Customers should also follow the applicable product installation, operating, maintenance, and safety instructions.
Damage resulting from misuse, improper installation, unauthorized modification, abnormal use, accident, neglect, or failure to follow applicable instructions may not qualify for a refund, replacement, or other remedy.
12. Non-Returnable Situations
Unless otherwise agreed or required by applicable law, returns or refunds may not be available for:
Customized OEM/ODM products after production beginsPrivate-label products manufactured to customer specificationsProducts modified by the customer or a third partyProducts damaged through misuse or improper installationProducts damaged after delivery through customer handlingProducts returned without prior authorizationProducts outside the applicable warranty or contractual periodOrders where the requested remedy is inconsistent with the agreed commercial terms13. How to Request a Return or Refund
To request a return, replacement, or refund, please contact our team with:
Customer or company nameOrder or quotation numberProduct modelQuantity affectedReason for the requestPhotographs or videos where applicableRelevant shipping or delivery informationPlease do not send products back without receiving return instructions from our team.
14. Policy Changes
Ganzhou Joyrider Sports Technology Co., Ltd. may update this Refund & Return Policy from time to time to reflect changes in our products, services, business practices, or applicable requirements.
The latest version will be published on this page.
15. Contact Us
If you have questions about returns, refunds, replacements, or order cancellations, please contact us:
Company Name: Ganzhou Joyrider Sports Technology Co., Ltd.
Brand: Joyrider
Email: contact@joyridersports.com
Phone / WhatsApp: +8618172744583
Address: No. 36, Zhanggongwang Road, Economic Development Zone, Ganzhou City, Jiangxi Province, PR China.
Business Hours: Monday–Saturday, 8:30 AM–6:00 PM GMT+8
We are committed to handling return, refund, and product-quality concerns fairly and working with our customers to find practical solutions.