Warranty Conditions

1. Purpose

This commercial warranty applies to products sold by Pilatix under the conditions defined below.

This commercial warranty is provided in addition to the legal warranties applicable under French law.

2. Warranty Period

Products sold by Pilatix benefit from the following commercial warranties from the date of product delivery:

  • Pilates Reformer frame: 5-year commercial warranty
  • Accessories and complementary components: 1-year commercial warranty

The applicable warranty period is specified according to the product concerned.

3. Scope of the Warranty

The warranty exclusively covers manufacturing defects and material defects affecting the proper functioning of the product when used under normal conditions and in accordance with the usage recommendations.

Depending on the situation, coverage may include:

  • Repair of the product
  • Replacement of a defective component
  • Exchange of the product when deemed necessary

The appropriate solution will be determined after review of the claim.

4. Warranty Exclusions

The warranty does not apply in the following cases, including but not limited to:

  • Normal wear and tear of components (ropes, straps, coverings, foam parts, wheels, or consumable parts)
  • Improper use, negligence, or inadequate maintenance
  • Failure to follow usage or installation recommendations
  • Modification, repair, or intervention carried out by an unauthorized third party
  • Damage caused by impact, falls, accidents, or improper storage
  • Intensive professional use not suited to the recommendations of the relevant product
  • Damage caused by external factors (excessive humidity, improper handling, unsuitable storage conditions)

5. Warranty Claims Procedure

For any warranty claim, the customer must:

  • Contact our customer service via the contact page or by email at:
    contact@pila-tix.com
  • Provide valid proof of purchase (invoice or order confirmation)
  • Clearly describe the issue encountered, ideally including photographs or videos allowing assessment of the situation

After reviewing the claim, our team will propose an appropriate solution depending on the case.

6. Warranty Coverage Conditions

Warranty coverage is determined after evaluation of the product or the relevant components.

Depending on the situation, the product may:

  • Be repaired
  • Be partially replaced
  • Be fully replaced if deemed necessary

Any transport or return shipping costs may remain the responsibility of the customer unless otherwise stated or specifically covered by Pilatix.

7. Legal Warranties

Independently of this commercial warranty, customers benefit from the legal warranties provided under applicable French regulations, including:

  • The legal warranty of conformity
  • The warranty against hidden defects

These legal warranties apply in accordance with the provisions of applicable law.

8. Contact

For any questions regarding the warranty or a warranty claim, you may contact our customer service team:

Pilatix
97 rue Albe
13004 Marseille
France

Email: contact@pila-tix.com
Phone: +33 7 46 40 76 14