Refund policy

1. Right of Withdrawal

In accordance with Articles L221-18 and following of the French Consumer Code, you have a period of 14 calendar days from receipt of your order to exercise your right of withdrawal, without providing any justification.

To exercise this right, please contact us at:

contact@pila-tix.com

To help us process your request, please include:

Your order number
The product concerned
Your return or withdrawal request

In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal does not apply to products made to the customer’s specifications or clearly personalized.

2. Return Eligibility Conditions

To be accepted, all returns must meet the following conditions:

The product must be new, unused, unassembled, and undamaged
It must be returned in its original packaging or in equivalent protective packaging suitable for transport
It must include proof of purchase (order number or invoice)

Any returned product that is incomplete, used, assembled, damaged, or showing signs of misuse unrelated to transport may result in:

A refusal of refund, or
A partial refund depending on the condition of the product

3. Return Procedure

Before any shipment, a return request must be submitted to our customer service team.

To initiate a return:

Contact us at contact@pila-tix.com
Wait for confirmation and return instructions
Follow the logistics instructions provided by our team

No return will be accepted without prior authorization.

Depending on the product type, size, logistics constraints, or original delivery method, a specific return procedure may apply.

4. Return Address

The applicable return address will be provided once your return request has been approved by our customer service team.

For certain approved returns, goods may be sent to:

Pilatix
97 rue Albe
13004 Marseille
France

The final address and shipping instructions will always be confirmed before dispatch.

5. Return Shipping Costs

Unless otherwise stated, return shipping costs are the responsibility of the customer.

The customer remains responsible for the shipment until it is received by our services. We strongly recommend using a shipping service that includes:

A tracking number
Insurance appropriate to the product value

Defective, Damaged, or Non-Compliant Products

If a product is received defective, damaged upon delivery, or not in conformity with the order, Pilatix will cover return shipping costs after review and validation of the claim by our customer service team.

The customer may be asked to provide supporting evidence (photos, videos, or a description of the issue) before approval.

6. Bulky Products and Pilates Equipment

Large equipment, including Pilates Reformers, professional machines, and bulky items, may be subject to specific logistics conditions.

Return conditions are assessed on a case-by-case basis depending on:

Product type
Size and transport constraints
Customer location
Applicable logistics conditions

Return shipping costs remain the responsibility of the customer, except in cases of defective, damaged, or non-compliant products, where Pilatix will cover the costs after validation.

7. Refunds

Once the returned product has been received and inspected, we will notify you of the approval or rejection of your refund.

If the return conditions are met:

The refund will be issued to the original payment method
Processing generally takes 7 to 10 business days after return approval

Depending on banking processing times, additional delays may occur before the refund appears in your account.

8. Delayed or Missing Refunds

If you have not received your refund within 10 business days after approval, please contact our customer service team at: