Refund policy

Returns & Refund Policy

Investing in Quality Pilates Equipment

We understand that purchasing Pilates apparatus is a significant investment, and we want you to feel confident in your decision. Each piece of equipment is crafted with the highest standards of quality to support your practice for years to come.

We encourage you to visit us in person if you’d like to see our products before ordering. If you have any questions, we are happy to assist you in selecting the right equipment for your needs.

Made-to-Order Products & Returns

As all our Pilates equipment is built to order, can be bespoke and individually crafted, we can only accept returns in the case of damage or manufacturing faults.

On receiving your order, please:
✔ Inspect your items thoroughly upon delivery.
✔ Report any issues within 3 days of receipt.

To initiate a return due to damage or fault, please:

  1. Contact us within 3 days of receiving your order. 
  2. Provide clear photographs of the issue and maintain the original packaging.
  3. We will assess the issue and, where applicable, arrange a repair or replacement.

✅ Returns must be in their original packaging to protect the equipment during transit.

❌ We cannot accept returns for change of mind, incorrect orders, or custom-made items that are not faulty.

Your Consumer Rights

This policy does not affect your statutory rights under UK consumer law. If your item is faulty, not as described, or unfit for purpose, you may be entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.

 

Product Guarantee & Warranty Policy

Our Commitment to Quality

At Contrologist Limited, we take pride in crafting high-quality Pilates equipment designed for durability, performance, and longevity. We stand behind our products and offer the following warranty coverage for your peace of mind.

Warranty Coverage

We provide the following warranty on our Pilates equipment:

  • Frame & Structural Components: Covered for 5 years against defects in materials and workmanship under normal use.
  • Springs & Moving Parts: Covered for 1 year from the date of purchase.
  • Upholstery, Straps & Soft Components: Covered for 1 year from the date of purchase against manufacturing defects (excludes wear & tear).

What’s Not Covered

This warranty does not cover:
❌ General wear and tear, misuse, or improper maintenance
❌ Damage due to improper assembly, modifications, or accidents
❌ Normal compression or softening of upholstery over time
❌ Commercial use beyond recommended weight limits or improper usage

Making a Warranty Claim

If you experience an issue covered by this warranty:

  1. Contact us with details of the fault and proof of purchase.
  2. Provide photographs showing the issue.
  3. If the issue is covered, we will arrange a repair, replacement, or suitable solution at our discretion.

Consumer Rights

This warranty is in addition to your statutory rights under the Consumer Rights Act 2015.

If you have any questions about our warranty, please get in touch—we’re happy to help!