Refund policy

1. 30-Day Trial Period for Reformer Machines

Pilateo offers a 30-day trial period for Reformer machines. They may be assembled and lightly tested, but must show no signs of use. If you are not satisfied, Pilateo will arrange the return and cover the costs. Machines must be returned in as-new condition, complete, and in their original packaging.

2. General Return Period – 30 Days

All returns must be made within 30 days of receiving the order. Products must be unused and in their intact original packaging.

3. Items Delivered Damaged or Defective

If an item is delivered damaged or defective, you must report it within 30 days. The report must be sent by email to contact@pilateo.com and include:

• photos of the damaged item
• photos of the packaging (inside and outside)

After verification, Pilateo will send a new item at no additional cost.

4. Notification Procedure

Any return request or damage report must be made by email, with mandatory photos of the product and packaging.

5. Return Processing Times

Once the goods are received at our warehouse, the return is processed within 1 to 4 business days.

6. Lost or Stolen Parcel During Return

We strongly recommend using a shipping method with tracking. In the event of loss or theft by the carrier, an official investigation must confirm the theft/loss so that Pilateo can provide a solution.

7. Custom-Made and Personalised Products

7.1 Definition. "Custom products" means goods made to the customer's specifications or clearly personalised at the customer's request, including in particular: choice of wood species, finish, frame or upholstery colour outside our standard in-stock range, specific dimensions, engraving, logo or marking, and any machine configured through our configurator or ordered on quotation. The custom nature of the product is stated on the product page, the quotation or the order confirmation.

7.2 No right of withdrawal. In accordance with Article 16(c) of Directive 2011/83/EU on consumer rights, as implemented in the national law of the customer's country of residence, the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. Sections 1 (30-day trial period), 2 (general return period) and 12 (exchanges) of this policy therefore do not apply to custom products.

7.3 Contractual cancellation within 14 days. As a purely commercial gesture, Pilateo allows the customer to cancel an order for custom products within 14 calendar days from the date of the order confirmation, by e-mail to contact@pilateo.com. All sums paid will then be refunded in full, using the original payment method, within 14 days of receipt of the cancellation request.

7.4 Firm and final order. Once this period has expired, production having started, the order is firm and final. It can no longer be cancelled, and the product cannot be returned, exchanged or refunded, including where the product, as ordered, does not meet the customer's expectations or taste (colour rendering, appearance of the wood, finish, chosen dimensions, etc.). As wood is a natural material, variations in grain and shade compared with samples, website images or the 3D configurator, within normal tolerances, are inherent to the material and do not constitute a lack of conformity. The full order price remains payable.

7.5 Upholstery colours. The colours and appearance of upholstery (faux leather, leather, fabrics) shown on the website, in images and in the 3D configurator are for guidance only. Colour rendering may vary depending on the screen and its settings (brightness, contrast, calibration), the browser, the device used and the lighting of the photographs; slight differences in shade may also occur between production batches. Such differences, within normal tolerances, do not constitute a lack of conformity and are not grounds for cancellation, return, exchange or refund. If in doubt about a shade, please contact Pilateo before placing your order.

7.6 Statutory rights. Nothing in this section affects the customer's statutory rights, in particular the legal guarantee of conformity under Directive (EU) 2019/771 as implemented in national law, nor the Pilateo commercial warranty. In the event of a defect or damage on delivery, section 3 of this policy applies.

8. Return Address

All returns must be sent to the following address:

THIPE

Z.A. Buhulien, Warehouse 5
22300 Lannion
France

+(33)756846772

9. Proof of Purchase

Any return request must be accompanied by an invoice or proof of purchase.

10. Partial Refunds

A partial refund may be applied if:

• the product has been used, shows signs of wear, or is incomplete,
• the product is returned after the 30-day period.

11. Unjustified Refusal of Delivery

Refusing delivery without a valid reason does not constitute a valid exercise of the right of withdrawal. In such cases, Pilateo may retain the full amount of the order.

12. Exchanges

Exchanges are only possible for damaged or defective items. Please contact us by email before returning anything.

13. Gifts

If the item was identified as a gift at the time of purchase, a store credit for the corresponding amount may be issued once the item is returned.

Contact

For any return, damage report, or question, you can contact us at:
contact@pilateo.com