Refund and Returns Policy

Effective Date: 22 September 2024

At The Pilates Collective LTD, customer satisfaction is very important to us. However, because all our products are custom-made to order, we have a strict non-cancellation and no-refund policy once an order has been placed. Please read the information below carefully before confirming your purchase.

1. Non-Cancellation Policy

All products sold on our website are made to order and customised for each customer.
Once your order is confirmed, it cannot be cancelled, modified, or refunded, as production begins immediately.

Under consumer protection laws in the UK, EU, USA, and Middle East, the usual cooling-off or return rights do not apply to goods that are made to your specifications or clearly personalised.

Please make sure all details, colours, and specifications are correct before completing your order.

2. Damaged or Defective Products

Each product is inspected carefully before dispatch. If your order arrives damaged or defective, you are entitled to a replacement or refund in line with the consumer protection laws of your country.

To qualify:

  • You must notify us within 7 days of receiving the product.

  • We may request photos or videos showing the damage or defect.

  • Once verified, we will arrange a replacement or refund at our discretion.

United Kingdom / EU: Under the Consumer Rights Act 2015 and EU Directive 2011/83/EU, customers may request a replacement or refund if a product is faulty or not as described. This applies only where a genuine defect exists in a made-to-order product.

United States: Under the Magnuson-Moss Warranty Act, customers may be eligible for a replacement or refund if a defect is verified.

UAE / Middle East: In accordance with local consumer protection laws, defective products may be eligible for a repair, replacement, or refund within 14 days of receipt.

3. Exemptions

  • Custom-Made Products: No cancellations, returns, or refunds are accepted once the order is placed, except in cases of verified defect or damage.

  • General Wear and Tear: Issues caused by normal use, neglect, misuse, or failure to follow care instructions are not covered.

4. How to Report a Defect

If your product arrives damaged or defective, please contact us at hello@thepilatescollective.co within 7 days of receiving it.
Include your order number and clear photos or videos showing the problem.
Once reviewed, we will confirm the next steps for replacement or refund (if applicable).

Summary

Because all items are made to order, we cannot offer cancellations, returns, or refunds after an order has been confirmed.
If your order arrives faulty or damaged, please contact us within 7 days so we can resolve the issue in line with your local consumer protection laws.