Support

White Glove Service

Pilates Equipment Unpacking & Assembly Service

https://luxandmiles.com/products/reformer-gx-classic-white-glove-service-330

This service is optional and scheduled separately, after standard curbside delivery. [regular price: $330 AUD] The service includes:

Carrying of the equipment to the setup location.
Opening of the wooden shipping crate.
Unpacking of the equipment.
Equipment assembly.
Removing packing materials and disposal into your garbage bin.

[Note] White Glove Service is currently available only in Sydney area and in some cases might be higher than the listed price. Lux and Miles Customer Support team will notify you of availability and additional charges when it is necessary. Please contact us with any questions regarding Pilates Equipment Assembly Service at info@luxandmiles.com

Shipping Service

Lux & Miles only offers door-to-door (curbside [as close to your entrance or garage as possible]) shipping. Once your order is placed, the product will be delivered to you within 6 ~ 12 weeks. The product will be packed extra-firmly in the wooden case. You are responsible for transporting the product to your premise, unpacking, installing and disposing the packaging of the product. Please ensure you have someone to assist you through this process.

[Note1] Boxcutters are not to be used when unpacking the product, as it might damage the upholstery.

[Note2] You will be responsible for arranging and paying for your own shipping costs. Shipping costs you paid upon purchasing are nonrefundable. The shipping cost will be deducted from the refund you receive.

It is important to read thoroughly the below information before purchase.

CANCELLATION POLICY

If you want to cancel your order, email us as soon as possible. We will do everything possible to cancel it before shipping.

within first 48 hours after placing your order: you will get 100% refund

after 48 hours, or if your item has already been sent from our factory-before the item has been boarded: you will get 85% refund

if your item has already been boarded: you will have to follow our return policy below.

RETURN POLICY

All Lux and Miles Pilates Equipment is manufactured with the utmost care, using the quality components. Please note that as all our products are made-to-order, equipment purchased from luxandmiles.com may not be returned for a refund.

We kindly ask that you make your purchase thoughtfully and contact us if you have any questions before ordering — we’re always here to help you make the right decision.

Please contact us immediately of any damage or warranty claims. The shipping companies and we require any claims to be submitted within 24 hours after completion of delivery.

PLEASE NOTE THAT LUX AND MILES DOES NOT ACCEPT RETURNS FOR PILATES REFORMERS AND LARGE EQUIPMENT.

DAMAGE & WARRANTY CLAIMS

Please email us at contact@luxandmiles.com, if you need to file damage and warranty claims indicating the specific problem, and we will contact you ASAP to discuss further and determine how best to resolve the issue. We will send you parts or materials for defective equipment per the product warranty.

If you experience any issues upon delivery, please email us immediately at contact@luxandmiles.com — ideally on the same day you receive the product.
In many cases, we can resolve the concern quickly by sending replacement parts, accessories, or troubleshooting videos, avoiding the need for a return.

If a return is still required, it will be considered case by case and must meet the following conditions:

The item must be unused, in the same condition as received, and returned in its original packaging.
The customer is responsible for arranging and paying for all return freight, including any handling or insurance costs.
Standard shipping and delivery fees are non-refundable.

Once your return is received and inspected, we will notify you of the outcome. If approved, your refund will be processed to your original payment method, subject to your payment provider’s processing time.

Important Notes

Please inspect your order carefully upon delivery and contact us immediately if you notice any damage or missing parts.
Due to their size and freight-handled nature, Pilates equipment returns can be difficult and expensive — we encourage you to choose carefully before purchasing.
Custom, made-to-order, or modified items may not be eligible for return or refund.

Warranty Policy

The warranty applies from the invoice date of the original purchase. Any parts repaired or replaced under the terms of this warranty will remain covered for the remainder of the original warranty period.

If you need to file a damage or warranty claim, please email contact@luxandmiles.com with details of the issue. Our team will contact you promptly to discuss the situation and determine the best way to resolve it. Parts or materials for defective equipment will be provided in accordance with the product warranty.

Beyond the warranty period, we continue to support all Lux & Miles customers with expert advice, troubleshooting tips, and replacement parts. Every part can be purchased directly through us, ensuring perfect compatibility and consistent quality with your original equipment.

CADILLACS

1-year warranty on vertical bars and overhead frame, and related welding
1-year warranty on the components of the wooden frame
1-year limited warranty on straps, loops, and spring clips
90-day limited warranty on upholstery

REFORMERS

1-year limited warranty on wear-and-tear items such as loops, pulley bars, wheels, straps, footbar covering, and spring covers
1-year warranty on the components of the wooden or aluminium frame
1-year warranty on aluminium rails and components of the metal frame, box, carriage, and pulleys
90-day limited warranty on fabric and upholstery

LADDER BARRELS

1-year warranty on the components of the wooden or aluminium frame
1-year limited warranty on wear-and-tear items such as loops, pulley bars, wheels, straps, footbar covering, and spring covers
1-year warranty on aluminium rails and components of the metal frame
90-day limited warranty on fabric and upholstery

WUNDA CHAIRS

1-year warranty on the metal frame and related welding
1-year warranty on the components of the wooden or aluminium frame
1-year limited warranty on tension springs, carriage, and pulleys
90-day limited warranty on upholstery

REFORMER FULL TRAPEZES

1-year warranty on the metal frame and related welding
1-year warranty on the components of the wooden or aluminium frame
1-year limited warranty on straps, loops, and spring clips
1-year limited warranty on tension springs, carriage, and pulleys
90-day limited warranty on upholstery

REFORMER TOWERS

1-year warranty on the metal frame and related welding
1-year warranty on the components of the wooden or aluminium frame
1-year limited warranty on straps, loops, and spring clips
1-year limited warranty on tension springs, carriage, and pulleys
90-day limited warranty on upholstery

SPINE CORRECTOR

1-year warranty on the components of the wooden frame
90-day limited warranty on upholstery

PED-O-PULL

1-year warranty on the metal frame and base plate
1-year limited warranty on springs, rods, and fasteners
90-day limited warranty on padding and upholstery (if applicable)

HALF-BODY SAUNA

1-year warranty on heating elements, digital control panel, and wooden structure
6-month limited warranty on electrical components, switches, and wiring
90-day limited warranty on accessories and seating cushions

Showroom

The Lux & Miles showroom is located at UNIT 1926 on the 19th floor of 1 O’Connell building, NSW, 2000, Australia:

Please feel free to contact us to book a showroom appointment. The next available showroom booking date is 24th January 2022.

For any further showroom-related inquiries, contact us at:

info@luxandmiles.com sales@luxandmiles.com

Showroom Look Around:

Split Payment

Lux & Miles supports the flexible 4-week Split Payment plan for all Pilates equipment. To activate this payment method, simply:

1) Add the products you would like to purchase to the cart

2) Click the 'Split Payment' button on the middle-left side of the screen, as shown below:

3) Follow the instructions from the pop-out banner.

Contact Us

Lux & Miles also offer a customer assistance service for any related inquiries here.