We have a 30-day return policy from the date of shipment.
To attend a return, the merchandise must be in the same condition in which it was delivered. It must be in its original condition, in the same packaging, keep the instructions, documentation, and accessories (in their original condition too), and must be unused.
The receipt of purchase must be attached to all returns.
If the merchandise meets the above guidelines, please contact the Customer Service of Elina Pilates® to begin the return process at info@vaissal.com.
If your return is approved, you will be provided with a RMA (Return Merchandise Authorization) number, which must be visible outside the equipment. Products received without a return authorization number will not be processed, we are not responsible for any item returned without the RMA number clearly marked on the outside of the package.
All returns must be received within 10 days from the acceptance of the return.
The customer will be responsible for the return shipping costs, as well as any damage or loss during shipment that may occur in the equipment.
Any product sent cash on delivery will be rejected.
Non-Refundable
Unless they are covered by the warranty, the following items cannot be refunded:
- Customized products: any product ordered with special upholstery.
- Equipment: Cadillac, Cadillac-Reformer, Reformer, Ladder Barrel, Combo Chair, Wall Unit, Wall Board Onne, Ped&Pull, Spine, Arcos, Arc, Triangle, Mat, Towers.
- Configuration of special equipment.
- Accessories and spare parts.
- Special shipments.
Warranty Return Procedure
To process a return based on warranty, it must first be approved by the Customer Service of Elina Pilates®.
To do this, you must contact us at the email info@vaissal.com, and the technical service will determine whether or not the problem is an issue that should be treated as a warranty.
Whenever anything is returned to Elina Pilates® that is not covered under warranty or does not meet the warranty return conditions, the purchaser will be solely and fully responsible for the cost of transportation and insurance to return the product to the sender.
If the item arrived damaged, it is essential that you write it down on the delivery note, leaving a record of the problem, and notify us within a period not exceeding 24-48 hours.
Any defective product may be returned and replaced with the same item, subject to the product warranty. If we choose to repair or replace equipment, this may require that your product be returned for inspection and testing at our facility, prior to shipping the replacement product.
In the case of receiving an item that you did not order, Elina Pilates® will pay the cost of return shipping. But the return conditions will be the same as those expressed previously, the merchandise must be in the same condition in which it was delivered. It must be in its original condition, in the same packaging, keep the instructions, documentation, and accessories (in their original condition too), and must be unused.
Once your return has been received, inspected, and processed, and is definitively authorized, the amount of the equipment will be immediately refunded.
