This policy outlines how to handle return and replacement requests for physical dance products—ranging from portable barres and interlocking flooring to mirrors, speakers, ladders, and rehearsal aids. Our goal is to ensure that every item you receive supports safe, uninterrupted practice and performance preparation. Please review the sections below for details on coverage, eligibility, submission procedures, evaluation, and the remedies available.
1. Applicability
This policy applies exclusively to physical goods designed for dance instruction, rehearsal, and performance support, including barre systems, Marley floor tiles, mirror panels, audio equipment, lighting fixtures, portable staging, and training aids. It does not cover intangible offerings such as digital tutorials, subscription services, or software licenses. Any product modifications made after delivery—such as unauthorized drilling, painting, or structural alterations—are outside this coverage.
2. Qualifying Conditions
A return or exchange may be requested if one or more of the following situations occur:
- Shipping Damage: Products arrive with broken components, split seams, cracked glass, or bent frames resulting from transport impacts.
- Manufacturing Defects: Equipment fails to perform as specified—such as a sprung joint in a barre folding leg, faulty swivel in lighting clamps, or uneven tension in floor tiles.
- Omitted Components: Orders missing essential hardware, such as mounting brackets for mirrors, power cables for speakers, or stake kits for agility ladders.
- Incorrect Items: Shipment contains the wrong item or model number that does not match the original order details.
Requests solely based on personal preference, difficulty mastering installation, or challenges related to space constraints will not meet the eligibility criteria.
3. Initiating a Request
To begin the evaluation process, please provide the following via the support channel listed on your invoice:
- Order Information: Include the order number, date of purchase, and product SKU.
- Issue Description: Clearly describe the problem—in writing—such as “mirror panel arrived cracked” or “floor tiles exhibit uneven surface buckling.”
- Photographic Evidence: Supply clear, high-resolution photographs or a brief video clip showing the damage, defect, or missing pieces. Ensure images capture serial numbers, barcodes, or model plates when applicable.
Timely and detailed submissions help streamline the review and minimize delays.
4. Evaluation & Verification
Upon receipt of your request, our technical review team will:
- Confirm Order Accuracy: Verify that the SKU and quantity match the original purchase record.
- Assess Evidence: Examine the visual documentation to determine if the defect or damage falls under qualifying conditions.
- Request Physical Return: For certain structural failures, you may be asked to ship the affected item back for hands‑on inspection. A pre‑paid return label will be provided for approved cases.
Inspection typically concludes within five business days of receiving all required information.
5. Resolution Options
If your claim is approved, you may choose one of the following remedies:
- Product Replacement: Dispatch of a new, identical item at no extra charge.
- Alternate Model Exchange: Swap for a different but equivalent product of equal value, subject to availability.
- Store Credit: Digital credit equal to the purchase price, redeemable toward any future inventory order.
In instances involving only missing accessories—such as clamps or user manuals—we will ship the specific components rather than the entire unit.
6. Return Shipping Guidelines
For approved returns, we will furnish a pre‑paid shipping label. Please adhere to these packing requirements:
- Original or Equivalent Packaging: Use the packaging materials originally supplied.
- All Accompanying Parts: Include every piece received—fasteners, cables, remote controls, and instructional literature.
- Secure Sealing: Ensure the parcel is sealed to prevent further damage in transit.
Failure to follow these guidelines may delay processing or limit remedy options.
7. Customer Responsibilities
To facilitate an efficient resolution, you agree to:
- Inspect Immediately: Examine items upon arrival and report issues before assembling or deploying heavy loads.
- Retain Packaging: Keep boxes, padding, and inserts intact until the issue is fully resolved.
- Follow Assembly Instructions: Assemble strictly per the supplied guides; improper installation may affect eligibility.
- Maintain Records: Record serial numbers, purchase dates, and any correspondence related to the claim.
8. Policy Updates
As new dance products and manufacturing methods evolve, this policy may be revised to reflect enhanced support standards. The version associated with your original purchase will remain the reference point for all claims. We appreciate your feedback in helping us refine our approach to quality assurance and customer satisfaction.
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