We have a 30-day return policy from the shipping date.

In order for a return to be processed, the product must be in the same condition it was delivered, in its original state, in the original packaging, with all instructions, documentation, and accessories in their original condition, and must be unused.

A proof of purchase must be provided along with any return.

If the product meets the above requirements, please contact us to initiate the return process at sales@uk-pilatesreformers.com.

Once your return is approved, you will be provided with a Return Merchandise Authorization (RMA) number, which must be prominently placed on the exterior of the equipment. Products returned without an RMA number or without a clearly marked return authorization number on the outside of the package will not be processed. All returns must be received within 30 days from the date of purchase to be accepted.

The customer will be responsible for the return shipping costs, as well as any damage or loss that may occur during the equipment return. For this reason, when shipping back your item(s) you must use a trackable shipping service or purchase shipping insurance. We don’t guarantee that we will receive your returned item(s).

All returns are subjected to a 20% restocking fee, and a 3% processing fee on credit card transactions that will be deducted from your refund.

Any product sent cash on delivery will be rejected.

 

Non-Refundable

Unless covered by warranties, the following cannot be refunded:

• Custom products: those ordered with special upholstery.
• Equipment: Cadillac, Cadillac-Reformer, Reformer, Ladder Barrel, Combo Chair, Wall Unit, Wall Board Onne, Ped&Pull, Spine, Arcos, Arc, Triangle, Mat, Towers.
• Special equipment configurations.
• Accessories and spare parts.
• Special shipments.

 

Warranty Return Procedure

To process a warranty-based return, it must be pre-approved by Elina Pilates by contacting them via email at info@elinapilates.com, where the technical service team will determine whether the issue is covered by the warranty or not.

In the event that an item is returned to Elina Pilates that is not covered by the warranty or does not meet the return conditions set forth, the buyer will be solely and fully responsible for the transportation and insurance costs to return the product to the sender.

If the item arrived damaged, it is essential to make a note of it on the transport slip, indicating all that is damaged and noting on the slip "Damaged goods, pending inspection."

Any defective product can be returned and replaced with the same item, per the product warranty. If Elina Pilates chooses to repair or replace the equipment, this may require the product to be returned for inspection and analysis at their facilities before sending the replacement product.

In the case of receiving an item that was not ordered, Elina Pilates will cover the return shipping cost. However, the return conditions will be the same as those previously stated: the merchandise must be in the same condition as when delivered, in its original packaging, retaining instructions, documentation, accessories in their original condition, and must be unused.

Once the return has been received, inspected, and processed, and is definitively approved, the amount will be promptly refunded.

 

Return of Defective Products

ANY DAMAGE TO THE PRODUCT or missing and/or incorrect items must be reported within 48 hours of receiving the order. In such cases, the buyer will be entitled to a refund of the price of defective products or products delivered that do not correspond to the order.

Elina Pilates will refund the price paid for the returned products that are defective or that do not correspond to the order made by the buyer, as long as the buyer has followed the established procedure and met the requirements set forth in these General Conditions.

In the event that the product arrives with any visible signs of damage to the packaging or breakage, it is essential to report it. All deliveries are subject to our "General Delivery Conditions," and any customer claims must strictly adhere to the carrier's requirements, i.e.:

• If the merchandise arrives damaged, you must make note of it on the delivery slip, indicating everything that is damaged and noting on the slip "Damaged goods, pending inspection."
• The claim must be received within 24-48 hours from the receipt of the merchandise.
• Photographs of the damaged boxes, as well as photographs of their labels.
• Photographs of the damaged pieces, clearly sufficient to support the claim.

Failure to meet the above points may result in the transport company denying any claim, and Elina Pilates will not be able to assist you. Elina Pilates cannot assume responsibility for the return.