Refunds & Returns Policy

Effective Date: 11 April 2026

This policy applies to purchases made from:
The Pilates Collective LTD
Company Number: 15380414
Registered Address: 20 Wenlock Road, London, England, N1 7GU
📧 hello@thepilatescollective.co

1. Made-to-Order & Customised Products

Many of our products are made to order or configured specifically for each customer.

Under the Consumer Contracts Regulations 2013, customised or made-to-order goods may be exempt from the standard 14-day cancellation right.

Once production or preparation has begun, orders cannot be cancelled or amended.

If you wish to request a cancellation, please contact us immediately. We will confirm whether production has started and whether cancellation is still possible.

2. Your Rights if the Product is Faulty or Not as Described

Under the Consumer Rights Act 2015, you are entitled to receive goods that are:

  • As described

  • Of satisfactory quality

  • Fit for purpose

If your product is faulty, damaged, or not as described:

  • You must notify us within 30 days of delivery

  • You may be entitled to a repair, replacement, or full refund

After 30 days, we may offer a repair or replacement before issuing a refund.

3. Delivery Inspection & Damage Reporting

At the time of delivery:

  • You must inspect the product before signing for delivery

  • Any visible damage or issues must be reported immediately and noted at delivery

Where possible:

  • Delivery teams may take photographic records of condition

If an issue is reported after delivery, we will assess based on available evidence.

This does not affect your statutory rights.

4. Returns for Non-Faulty Items (Change of Mind)

Due to the size, weight, and made-to-order nature of our products, returns for change of mind are not typically accepted.

In limited cases where a return is agreed at our discretion, the conditions below will apply.

This does not affect your statutory rights.

5. Return Costs (Non-Faulty Items)

If a return is approved:

  • The customer is responsible for return shipping costs

  • Due to specialist handling, costs typically range between £300–£600

  • Returns must be arranged through our approved collection service

6. Condition of Returned Items

Approved returns must be:

  • Unused

  • In resalable condition

  • Complete with original packaging and accessories

We may reduce or refuse a refund if the item:

  • Shows signs of use beyond inspection

  • Is damaged or incomplete

  • Has not been handled with reasonable care

7. Return Collection & Inspection

All approved returns must be collected using our authorised service.

Returned items will be:

  • Inspected on collection

  • Fully assessed at our warehouse

Refunds are issued only after inspection confirms the item meets return conditions.

8. Exclusions

We are not responsible for:

  • Damage caused by misuse or incorrect assembly

  • Normal wear and tear

  • Damage caused by third-party handling not arranged by us

9. How to Report an Issue

To report a fault or issue, contact:

📧 hello@thepilatescollective.co

Please include:

  • Order number

  • Description of the issue

  • Photos or video evidence

We aim to respond within 2–3 working days.

10. Refund Process

If a refund is approved:

  • Refunds are issued to the original payment method

  • Please allow 5–10 working days for processing

11. Important Information

We strongly recommend:

  • Reviewing product specifications carefully before purchase

  • Contacting us with any questions prior to ordering

  • Retaining original packaging until you are satisfied with your purchase

Our team is available to help ensure the product is suitable for your space and requirements.