Return/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 organize the return and cover the return shipping costs. Machines must be returned in new condition, complete, and in their original packaging.

2. General Return Period – 30 Days

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

3. Damaged or Defective Items

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 replacement 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 Time

Once the merchandise is received at our warehouse, the return will be processed within 1 to 4 business days.

6. Lost or Stolen Return Package

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

7. Personalized Products

Personalized products cannot be returned. By placing an order, the customer expressly waives their right of withdrawal.

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

All return requests 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 use, or is incomplete,
• the product is returned after the 30-day period.

11. Unjustified Refusal of Delivery

Refusing delivery without 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 sending any return.

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