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.