Refund policy

 

RETURNS
If you are not satisfied with the product or item you purchased from The Shop at Equinox, you have 30 days from your date of purchase if you purchased from a The Shop at Equinox location, or from the date you receive your purchase if you purchased online, to request a return online or return your product or item to a The Shop at Equinox location. Once you have requested a return, you have 5 business days to ship the item(s). In order to be eligible for return, all items must be unworn with the original tags attached and in original packaging.

Please note that products and items purchased from The Shop at Equinox can only be shipped and receive returns from U.S. domestic addresses only.

All items purchased at a physical The Shop at Equinox location must be returned in-store, at any The Shop at Equinox location.

Products And Items Not Eligible For Return.
The following items are not eligible for return: (i) any warn, washed, soiled, missing, and/or damaged goods or items, (ii) items marked as final sale or on sale, (iii) cosmetics or beauty products, (iv) jewelry, (v) water bottles, (vi) heart rate, other wearable fitness monitors, or any other electronics, (vii) any personal protective equipment  (such as face masks, sanitary wipes/sprays, etc.); (vii) gift cards and promotion gift cards; and (viii) any other items noted as unreturnable from time to time.

We reserve the right not to accept any items returned to us that does not comply with our Retail Terms of & Return Policy. We are not responsible for any packages lost in shipment without proof of tracking.

We do not offer any exchanges for any items sold on our website.

How To Request A Return Online.

  • Log into The Shop at Equinox's Return Center with your email and your order number. Select the items you would like to return along with the reason for return. Check your inbox for a FedEx return shipping label. There is $10 restocking fee for products and items returned.
  • Use the original packaging or other protective packaging to ship your item back to us to the address on the pre-paid shipping label. You can schedule a pick-up or drop off at any FedEx location within 5 days of initiating the return.
  • Once we receive the item, we will process your refund within 7-10 business days to the original payment method. Please note that we are unable to refund you any shipping and handling or restocking fees.

 How To Return In-Store.

  • Bring the product or item you wish to return to a The Shop at Equinox location at any Equinox Club free of charge. Please note that there is no The Shop at Equinox location at East 61st Street and East 43rd Street locations in New York City.
  • If you purchased your item in store under your Equinox Member ID, our sales associate can look your purchase up in your purchase history. If you made the purchase in store without your Equinox Member ID, you must have the full receipt present when making your return.
  • All products or items purchased online must be returned with the original purchase receipt and packaging slip within 30 days from the date you receive the product or item.
  • There are no restock fees associated with returning a product or item to a physical The Shop at Equinox location.
  • Once we receive the item, we will process your refund within 7-10 business days to the original payment method. Please note that we are unable to refund you any shipping and handling or restocking fees. When returning to a store, you will receive an option to refund the amount to your original payment method or receive store credit to be used at a physical The Shop at Equinox location.

How To Return Special Products.

  • Certain products and items, including but not limited to Crossrope, Faherty, Lasso, Cuts, State Bags, Olivers, Avocado, Kane Footwear, Troubadour, Michi, Monrow, Onia, Spiritual Gangster, ENVT, Heroine Sport, Solemates, Public Rec, Melin, Holden and The Arrivals products, are required to be returned to their warehouse.
  • If the product or item you purchased indicated on our website that the item is shipped directly from the third-party supplier, please refer to the third-party supplier’s instructions in your order confirmation or in your package to initiate a return.
  • The Shop at Equinox shall not be responsible for any refunds to you if The Shop at Equinox does not receive a confirmation from the third-party supplier of the return of your purchased item.

Refund & Processing Time. If your item is returned in accordance with the Return Policy, your refund will be processed and credited back to the original form of payment within 10 business days. Your banking institution may require additional days to process and post this transaction to your account.

Wrong Items. For any reason should you be shipped an item that does not match your paperwork from the item ordered, then The Shop at Equinox will promptly ship the correct item at no charge and will issue a refund for the cost of the return shipping.

If you have any questions or concerns, please email: [email protected]