HELP / FAQS

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Shipping Policy

Effective Date: 22.09.2024

We strive to provide clear and transparent shipping information to ensure a smooth delivery process. By placing an order on our website, you agree to the following terms:

1. Processing and Shipping Times

• Made-to-Order Products: Since all our products are made to order, please allow the following timeframes for delivery:
  • Regular Shipping: Up to 6 weeks for delivery.
  • Expedited Shipping: Up to 3 weeks for delivery.
• Shipping Zones: We ship to most regions worldwide, including the UAE, UK, and USA. Please note that additional time may be required for remote areas or regions with customs delays.

2. Shipping Costs

Shipping costs will be calculated at checkout based on your location and selected shipping method. Expedited shipping is available at an additional cost.

3. Customs and Import Duties

• UK Customers: Orders shipped to the UK may be subject to import taxes, customs duties, and fees levied by your local government. You, the customer, are responsible for any such additional charges.
• USA Customers: Similarly, orders shipped to the USA may incur customs duties or import taxes, which are the responsibility of the buyer.
• UAE Customers: Orders within the UAE will not be subject to import duties but may incur VAT charges, as applicable by law.

4. Delivery Delays

While we strive to meet our delivery timeframes, there may be delays due to customs processing, natural disasters, or other unforeseen circumstances beyond our control. If your order is delayed, please contact us for an update.

5. Tracking Information

Once your order is shipped, you will receive an email with tracking details to monitor your shipment.

6. Failure to Deliver

If the courier is unable to deliver your package due to incorrect address details provided by you, you may be responsible for additional reshipping fees. Please ensure that your delivery details are correct when placing your order.

Refund and Returns Policy

Effective Date: 22.09.2024

At The Pilates Collective FZ LLC, customer satisfaction is our priority. However, due to the custom nature of our products, we have specific guidelines around returns and refunds. Please read this policy carefully.

1. Non-Cancellation Policy

All products sold on our website are custom-made to order, and therefore, once an order is placed, it cannot be canceled. Please ensure all details are correct before placing your order, as changes or cancellations cannot be accommodated after the order is confirmed.

2. Return Policy for Damaged or Defective Products

We carefully inspect each product before dispatch. However, if your order arrives damaged or defective, you are entitled to a replacement under the following conditions:

• You must notify us within 7 days of receiving the product.
• We may request photographic evidence of the defect or damage.
• Once verified, we will arrange for a replacement product or offer a refund, at our discretion, in line with the applicable consumer protection laws of the UAE, UK, or USA.

UK Specific Note: Under the Consumer Rights Act 2015, if the product is found to be faulty or not as described, you have the right to request a replacement or refund within 30 days of purchase. For made-to-order goods, this does not apply unless there is a defect.

USA Specific Note: Under the Magnuson-Moss Warranty Act, if a product is defective, customers may be eligible for a replacement or refund based on the specifics of the defect and evidence provided.

UAE Specific Note: If a product is defective, the UAE’s consumer protection law allows you to claim a repair, replacement, or refund within 14 days of purchase.

3. Exemptions

• Custom-Made Products: Due to the personalized nature of our products, we cannot accept returns or offer refunds unless the product is defective or damaged upon arrival.
• General Wear and Tear: Issues arising from general wear and tear, misuse, or failure to follow care instructions are not covered.

4. How to Initiate a Return for Defective Products

• Contact our customer service team at hello@thepilatescollective.co within 7 days of receiving the defective product.
• Provide your order number and photos or videos clearly showing the defect.
• If approved, we will arrange a replacement or refund.

Terms of Service

Welcome to our platform! By accessing or using our website, you agree to comply with and be bound by the following terms and conditions. Please review the following carefully.

1. Acceptance of Terms
By accessing or using our website, you confirm that you have read, understood, and agree to these Terms of Service. If you do not agree to these terms, you must refrain from using our website.

2. Use of the Website
You agree to use the website only for lawful purposes and in a manner that does not infringe the rights of, restrict, or inhibit the use and enjoyment of the website by any third party. Prohibited behavior includes harassing or causing distress to any person, transmitting obscene or offensive content, or disrupting the normal flow of dialogue within our website.

3. Intellectual Property
All content, trademarks, logos, and other intellectual property displayed on this website are owned by or licensed to us. You may not reproduce, republish, distribute, or otherwise exploit any content from our website without prior written consent.

4. Changes to Terms
We reserve the right to modify or update these Terms of Service at any time without notice. Any changes will be effective immediately upon posting on our website. Your continued use of the website after changes have been posted constitutes your acceptance of the revised terms.

5. Customer Service
Our customer service is currently available via our social media pages. If you have any questions, concerns, or feedback, please feel free to contact us directly through our official social media platforms.

6. Limitation of Liability
We strive to ensure that all information on our website is accurate. However, we do not warrant that any content is free from errors or omissions, and we reserve the right to make changes at any time. We are not responsible for any direct, indirect, incidental, or consequential damages arising from the use of this website.

7. User-Generated Content
You may have the opportunity to interact with certain areas of our website or social media, such as submitting comments or reviews. By doing so, you grant us a non-exclusive, worldwide, royalty-free license to use, reproduce, and modify your content. You agree not to submit any content that is unlawful, defamatory, or otherwise objectionable.

8. Privacy Policy
Your use of our website is also governed by our Privacy Policy, which outlines how we collect, use, and protect your personal information. Please review our Privacy Policy for more details.

9. Governing Law
These Terms of Service are governed by and construed in accordance with the laws of United Arab Emirates (UAE). Any disputes arising in connection with these terms will be subject to the exclusive jurisdiction of the courts in United Arab Emirates (UAE).

10. Termination
We reserve the right to suspend or terminate your access to our website if you breach any of these Terms of Service.

11. Contact Us
For any questions regarding these Terms of Service, please contact us through our social media channels.

Privacy Policy

Introduction

The Pilates Collective FZ LLC ("we", "our", "us") respects your privacy and is committed to protecting your personal data. This privacy policy explains how we collect, use, store, and share your personal information when you visit our website or use our services, including our Pilates equipment store and online training programmes.

Important Information

Purpose of This Privacy Policy

This privacy policy aims to inform you how we collect and process your personal data through your use of our website and services, including any data provided when you purchase equipment, register for online training, or otherwise engage with us.

Controller

The Pilates Collective FZ LLC, located at FOAM0717 Compass Building, Al Shohada Road, Al Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates, is responsible for your personal data and is the controller for this website.

​Contact Details

If you have any questions or concerns regarding this privacy policy, please contact us at:

- Company Name: The Pilates Collective FZ LLC
- Email Address: privacy@thepilatescollective.ae
- Postal Address: FOAM0717 Compass Building, Al Shohada Road, Al Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates

We also work with licensed partners and affiliates who are subject to similar privacy principles.

The Data We Collect About You

We may collect and process different types of personal data, including but not limited to:

- Identity Data: Name, date of birth, gender, and similar identifiers.
- Contact Data: Billing address, delivery address, email, phone numbers.
- Financial Data: Payment details for purchases and services (processed via third-party payment processors).
- Technical Data: IP address, login information, browser type, device information, and more.
- Profile Data: Username, purchase history, preferences, feedback.
- Usage Data: How you use our website and services.
- Marketing Data: Preferences for receiving marketing communications.

We also collect anonymised data for analytical and business purposes. This data does not identify you and is used to improve our services.

How We Collect Your Data

Data is collected through various means, including:

- Direct interactions: Account creation, purchases, training registrations.
- Automated technologies: Cookies and similar tracking technologies.
- Third-party sources: Technical, contact, and financial data from payment and service providers.

How We Use Your Personal Data

We will only use your personal data when the law permits. Common uses include:

- To fulfil contractual obligations, such as processing purchases or training sessions.
- To notify you of changes to our services, policies, or promotions.
- To manage payments, fees, and refunds.
- To protect our website and services through security measures and compliance with legal obligations.
- For marketing purposes, where you have given your consent.

We may combine your data to offer you personalised content, advertisements, and services.

Marketing Communications

If you have opted to receive marketing communications, we may send you promotional offers and updates. You have the right to opt out at any time by contacting us.​

Payment Processing

Payments made through our website are processed via third-party providers like PayPal or Telr. We do not store or manage your financial information; instead, it is handled by the payment processor in accordance with their privacy policies.

Data Security

We have implemented appropriate measures to secure your personal data against unauthorised access, misuse, and disclosure. Access to your data is restricted to employees and third-party service providers who need it to perform their duties.

Data Retention

We will retain your data for as long as necessary to fulfil the purposes for which it was collected, including legal, tax, or regulatory reasons. After this, your data will be securely deleted or anonymised.

Your Legal Rights

Under data protection laws, you have the right to:

- Request access, correction, or deletion of your personal data.
- Object to or request restriction of processing.
- Withdraw consent at any time (which may affect the services we can provide).
- Request data transfer to another provider.

For any of these requests, please contact us.

Changes to This Policy

We may update this privacy policy from time to time. Any changes will be posted on our website, and we encourage you to review this policy regularly.

Disputes

Any disputes related to this policy will be governed by the laws of the United Arab Emirates.