Warranty and Returns
At Elina Pilates, we care about your satisfaction and want to provide you with a hassle-free shopping experience. That's why we provide the following information about our warranty and the right of withdrawal so that you are fully informed.
The company guarantees that all new equipment and materials are free from manufacturing defects, subject to the manufacturing terms mentioned below. This warranty becomes effective on the date of the original purchase invoice. Repaired or replaced parts under the terms of this warranty will be guaranteed for the remainder of the original warranty period. It is the buyer's responsibility to notify the company of any change in contact information. This will ensure that, in the unlikely event of a safety recall, the company can contact you immediately.
Wooden frame of all commercial Reformers, Cadillac, Ladder, Combo Chairs, and Wall Boards.
Aluminum frames of all commercial Reformers.
Wooden or aluminum frame of the Lignum and Nubium Reformer models
Domo Reformer model frame.
Two years of warranty for all other parts.
This warranty applies to the equipment:
- As long as the equipment remains in the possession of the original buyer and proof of purchase is provided.
- If it is warranted within the specific part's warranty period.
- If upgrades are made as required by the company.
This warranty will be void and without effect if:
- All safety, maintenance, and usage instructions are not followed as specified in the equipment manuals.
- The equipment is used for any purpose other than its intended use, or is stored or used outdoors or in environments without proper temperature/humidity control.
- A home reformer is used in Pilates studios, fitness or health clubs, gyms, spas, or any other type of commercial fitness facility.
- The equipment has been subjected to an accident, misuse, abuse, improper maintenance, or any unauthorized modification by the company.
- If you do not change the springs on spring-based equipment (Reformers, Cadillacs, Chairs, Towers, Wall Units, Wall Boards, etc.) every two (2) years, this warranty may be voided.
- This warranty does not cover damage to the finish of any equipment or shipping costs, customs clearance costs (if applicable), or any costs incurred in the installation, repair, or replacement of parts sent under the provisions of this warranty.
Fabric and Upholstery on Equipment
The fabric or upholstery of our equipment is of the best quality on the market and is subject to a 90/day warranty after receipt of the product. This warranty does not cover cuts, burns, stains, dirt, damage caused by pets, damage to the fabric caused by abrasive, corrosive, or chemical cleaning products, or damage caused by any unreasonable use. Proof of damage may be required. If the same fabric is not available, the company will provide equivalent fabric.
At its discretion, Elina Pilates undertakes to repair or replace warranty parts, provided that the failure is due to a manufacturing or material defect and that such failure occurs and is reported to the company within the warranty-particular period.
The company guarantees that all new equipment and materials are free from manufacturing defects, subject to the manufacturing terms mentioned below. This warranty will be valid from the date of the original purchase invoice. Repaired or replaced parts under this warranty will be covered for the remainder of the original warranty period. It is the buyer's responsibility to inform the company of any changes in contact information, thus ensuring that, in the unlikely event of a safety recall, the company can contact you immediately.
For further questions and support, please contact us at [email protected].
Please note that items can only be returned if purchased directly from Elina Pilates®. If you purchased your product through a distributor, reseller, or external retailer, we recommend contacting them directly to handle the return.
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 our Elina Pilates® Customer Service to initiate the return process at [email protected].
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.
Any product sent cash on delivery will be rejected.
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 our Elina Pilates® Customer Service. We ask that you contact us via email at [email protected], where our technical service 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 we choose to repair or replace the equipment, this may require your product to be returned for inspection and analysis at our facilities before sending the replacement product.
In the case of receiving an item you did not order, 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 your return has been received, inspected, and processed, and is definitively approved, you will be promptly refunded the amount of the equipment.
It is important to send the notice of your exercise of the right of withdrawal before the corresponding deadline expires.
Right of Withdrawal Procedure
Once we receive your withdrawal notice and verify that everything is in order, we will proceed to refund all payments received, including delivery costs (except for additional costs resulting from your choice of a delivery method other than the least expensive standard delivery method we offer). The refund will be made using the same means of payment that you used for the initial transaction unless otherwise agreed. In any case, you will not incur any fees as a result of the refund. We may withhold the refund until we have received the goods back or until you have provided proof of return of the goods, whichever comes first.
You must return the goods to us or hand them over to us without undue delay and, in any event, no later than 14 days from the date on which you inform us of your decision to withdraw from the contract. Please note that you will bear the direct cost of returning the goods. Furthermore, you will be solely responsible for any decrease in the value of the goods resulting from handling other than what is necessary to determine their nature, characteristics, and functioning.
If you want to notify us of your withdrawal, you can send an email to Pitk Pelotas S.L. at [email protected]
By means of this document, I/we(*) hereby notify/notify(*) that I/we(*) withdraw from our(*) contract for the sale of the following good/service(*) of the following service:
- Order date/received on (*):
- Name of the consumer and user or consumers and users:
- Address of the consumer/s and user/s:
- Consumer/s and user/s signature (only if this withdrawal is submitted on paper):
- Date:[Current date]
- (*) Delete as appropriate.
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.
To proceed with the return of such products, the buyer must follow the same procedure established in the "Right of Withdrawal" section. It is important to note that the buyer will not be responsible for the return costs of these products, provided that the buyer has followed the established procedure and met the requirements set forth in these General Conditions. Pitk Pelotas S.L. 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 we will not be able to assist you. Pitk Pelotas S.L. cannot assume responsibility for the return.
If you have any questions or need more information, do not hesitate to contact us via [email protected].