Refunds & Returns
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Cancellations
At Pilatique, we understand that circumstances may arise where you need to cancel your order. You can cancel your order at any time before it has been shipped. If you need to change or cancel your order after payment, please contact us within 12 hours of placing your order. Once the packaging and shipping process has commenced, we are unable to cancel your order.
Refunds
We stand behind the quality of our products and offer a 100% money-back guarantee on all items that are defective or damaged during shipping. If you receive a defective or damaged product, please contact our customer service team immediately with details of the issue. We will provide you with a return address and offer a replacement or refund based on your preference.
Eligible for Reshipment:
In the event that Pilatique sends the wrong size or colour, we will promptly reship the correct item at no additional cost. This is considered our error, and we take full responsibility for rectifying it.
If a product is damaged during transit, Pilatique will provide a replacement promptly upon notification. This is our commitment to ensuring that customers receive their orders in pristine condition.
Should a package encounter issues that prevent it from leaving our warehouse, Pilatique will take immediate action to reship the order without delay. We acknowledge that this inconvenience is solely attributed to our operations, and we strive to resolve it promptly.
Not Eligible for Reshipment:
In cases where a buyer orders the incorrect product, Pilatique regrets that we cannot accommodate reshipment. It is essential for customers to ensure accuracy when placing their orders.Similarly, if a buyer expresses dissatisfaction with the product after purchase, Pilatique is unable to provide reshipment. We encourage customers to thoroughly research and consider their purchases to minimize the likelihood of such situations.
To facilitate efficient resolution of any issues, Pilatique requires buyers to provide a video within 7 days of receiving the package in certain circumstances. Failure to comply with this request may render the product ineligible for reshipment.
In instances where a buyer provides an incorrect address that renders delivery impossible, Pilatique cannot facilitate reshipment. We advise customers to verify their shipping details carefully to avoid such complications.
We appreciate your understanding and cooperation in adhering to our return policy guidelines. If you have any further questions or concerns, please do not hesitate to contact our customer service team for assistance.
Unsatisfied with Your Order?
If you are unsatisfied with your order for any reason, we encourage you to reach out to our customer support team - help@pilatique.co - We are committed to ensuring your satisfaction and will do our best to resolve any issues you may have with your purchase.
Return Shipping Costs:
Please note that customers are responsible for covering the cost of return shipping unless the return is due to a defect or damage caused during shipping.
Refund Requests
If you wish to request a refund, you can do so within 15 days after the guaranteed period for delivery (45 days) has expired. To initiate a refund request, please send a message via our Contact Us page, and our customer service team will assist you promptly.
We value your satisfaction and aim to provide a hassle-free shopping experience. If you have any questions or concerns about our cancellation and refunds policy, please don't hesitate to contact us. Your satisfaction is our top priority.
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Postal Address:
Unit 136959
13 Freeland Park
Poole
BH16 6FH