Return policy
Customer satisfaction is a priority at Pilates Temple. If you wish to return an item, please read the conditions below carefully to ensure your request is processed promptly and in accordance with our guidelines.
Right of withdrawal (online orders)
In accordance with European Directive 2011/83/EU on consumer rights, transposed into the Belgian Code of Economic Law, you have a period of 14 working days from the receipt of your order to exercise your right of withdrawal, without having to justify your decision.
To exercise this right, simply notify us of your decision in writing (email) before the 14-day period expires. You can also use our online return form, if available.
Exceptions to the right of withdrawal :
The right of withdrawal does not apply to items returned incomplete, damaged, soiled, washed, or showing signs of wear. For hygiene reasons, certain products, such as sports accessories that come into direct contact with the body (e.g., bands, balls, massage rollers), may be excluded from the right of withdrawal if they have been used or unpacked.
Return conditions
For the return to be accepted, the products must be:
-
returned in their original condition, unused, unwashed and complete (accessories, instructions, packaging, etc.);
-
accompanied by proof of purchase (invoice or order confirmation);
-
shipped in suitable packaging to prevent any damage during return transport.
Returned products that do not meet these conditions will not be refunded or exchanged.
Time limit for making a return
The product must be returned within 14 days of notifying us of your intention to withdraw.
Return shipping costs
Except in cases of error on our part or defective product upon receipt, return shipping costs are the responsibility of the customer. Cash on delivery shipments will not be accepted.
In the event of a dispute concerning a damaged product, proof (photo/video upon receipt of the package) may be required. If the returned package is damaged upon receipt, or if the item is deemed used or broken, no refund will be issued unless proof of a defect existing prior to receipt by the customer is provided.
Refund
Once the return is received and inspected, we will notify you by email of receipt and the condition of the product. If the return is satisfactory, the refund will be issued within 14 days, via the same payment method used for the original purchase.
We reserve the right to refuse a refund if the product does not meet the return conditions stated above.
Defective product or order error
If you receive a damaged item or an incorrect order, please contact us within 48 hours of receipt with a description and photos of the problem. After verification, we will offer you an exchange, a voucher, or a full refund, including return shipping costs.
