Shipping

We send orders to our customers through the transportation company DB Schenker.

Preparation and Delivery

The usual delivery time in Spain is 24h to 72h once the customer has received confirmation from the brand that their order is ready for shipment.

The usual delivery time for the rest of European countries is 7–10 business days once the customer has received confirmation from the brand that their order is ready for shipment.

Delivery Areas

• Spain Peninsula
• Balearic Islands
• Canary Islands (For shipments to the Canary Islands, please contact us or call 1300 756 553)

Europe

• Albania
• Germany
• Austria
• Belgium
• Bulgaria
• Croatia
• Denmark
• Slovakia
• Slovenia
• Estonia
• Finland
• France
• Greece
• Netherlands
• Hungary
• Ireland
• Italy
• Latvia
• Lithuania
• Macedonia
• Montenegro
• Norway
• Poland
• Portugal
• United Kingdom (Northern Ireland)
• Czech Republic
• Romania
• Serbia
• Sweden

Shipping Costs

Shipping costs for Spain Peninsula and the Balearic Islands are:

• Orders under €60 (VAT included): €4.95 (VAT included)
• Orders over €60 (VAT included): FREE Shipping

Shipping costs to Europe vary depending on the weight and destination of the order.

Delivery of Heavy or Bulky Products

Deliveries of packages over 10 Kg or bulky will be made to the curb. If special unloading conditions are required, please notify us before shipment to provide a special delivery quote. You can contact us or call 1300 756 553.

Special unloading conditions include:

• Any package over 10 Kg or bulky.
• No elevator or staircase access prevents delivery.
• Delivery on specific days.
• Restricted access areas.
• Limited access to residents, private areas, or gated communities.
• Authorization required from City Hall for bulky/heavy transportation.
• Prior reservation needed for loading/unloading.
• Areas where heavy trucks cannot circulate (trucks weighing 3,500kg).
• Restricted traffic hours.
• Curbs, bollards, containers, or narrow access paths preventing unloading.
• Single-lane passages or pedestrian-only streets.

Collection of Goods

If the customer does not collect the goods at their destination, costs arising from storage, customs clearance, return, or destruction shall be borne exclusively by the customer and may be deducted from any amount already paid.

Important Information

At Elina Pilates, we care about your satisfaction and want to provide a hassle-free shopping experience. We provide the following information about our warranty and the right of withdrawal so that you are fully informed.

Warranty

The company guarantees that all new equipment and materials are free from manufacturing defects, subject to the manufacturing terms mentioned below. This warranty becomes effective on the date of the original purchase invoice. Repaired or replaced parts under the terms of this warranty will be guaranteed for the remainder of the original warranty period.

Warranty Periods

• 10 Year Warranty: Wooden frame of all commercial Reformers, Cadillac, Ladder, Combo Chairs, and Wall Boards; Aluminum frames of all commercial Reformers.
• 5 Year Warranty: Wooden or aluminum frame of the Lignum and Nubium Reformer models.
• 3 Year Warranty: Domo Reformer model frame.
• 2 Year Warranty: All other parts.

Warranty Conditions

• Equipment must remain in the possession of the original buyer with proof of purchase.
• Warranty applies within the specific part's warranty period.
• Warranty is valid if upgrades required by the company are made.

Warranty Exclusions

• Failure to follow safety, maintenance, and usage instructions.
• Equipment used for unintended purposes, or stored/used outdoors or in improper environments.
• Home reformers used in commercial studios, gyms, spas, or other commercial facilities.
• Damage caused by accident, misuse, abuse, improper maintenance, or unauthorized modifications.
• Failure to change springs on spring-based equipment every two years.
• Damage to finishes or shipping, installation, customs, or repair costs are not covered.

Fabric and Upholstery on Equipment

The fabric or upholstery of our equipment is of the best quality on the market and is subject to a 90-day warranty after receipt of the product. This warranty does not cover cuts, burns, stains, dirt, damage caused by pets, damage caused by abrasive, corrosive, or chemical cleaning products, or damage caused by any unreasonable use. Proof of damage may be required. If the same fabric is not available, the company will provide equivalent fabric.

Maintenance

At its discretion, Elina Pilates undertakes to repair or replace warranty parts, provided that the failure is due to a manufacturing or material defect and that such failure occurs and is reported to the company within the warranty-particular period.

The company guarantees that all new equipment and materials are free from manufacturing defects, subject to the manufacturing terms mentioned below. This warranty is valid from the date of the original purchase invoice. Repaired or replaced parts under this warranty will be covered for the remainder of the original warranty period. It is the buyer's responsibility to inform the company of any changes in contact information, ensuring that, in the unlikely event of a safety recall, the company can contact you immediately.

For further questions and support, please contact us at info@elinapilates.au.

Return Policy

Items can only be returned if purchased directly from Elina Pilates®. Products purchased through a distributor, reseller, or external retailer should be returned via them.

We have a 14-day return policy from the date of receipt. To process a return:

• The product must be in its original condition, packaging, and include all instructions, documentation, and accessories, unused.
• A proof of purchase must be provided.
• Contact Elina Pilates® Customer Service at info@elinapilates.com to initiate the return process.
• A Return Merchandise Authorization (RMA) number will be provided and must be clearly displayed on the package. Returns without an RMA will not be processed.
• Returns must be received within 14 days of receipt.
• The customer is responsible for return shipping costs and any damage during return.
• Cash on delivery returns will be rejected.

Non-Refundable Items

• Custom products 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.
• Special equipment configurations.
• Accessories and spare parts.
• Special shipments.
• Amounts collected for reservation of goods.

Warranty Return Procedure

To process a warranty-based return, contact Elina Pilates® Customer Service via info@elinapilates.com. Our technical service will determine if the issue is covered under warranty.

If the returned item is not covered by the warranty or does not meet the return conditions, the buyer will be fully responsible for transport and insurance costs back to the sender.

For items arriving damaged, note "Damaged goods, pending inspection" on the transport slip. Defective products may be repaired or replaced following inspection.

If you receive an item you did not order, Elina Pilates® covers return shipping costs, but all other return conditions apply.

Right of Withdrawal Procedure

Once we receive your withdrawal notice and verify that everything is in order, we will refund all payments, including delivery costs (except for extra delivery costs chosen by you). Refunds will be made using the original payment method.

You must return goods within 14 days from the date you inform us of your withdrawal. You are responsible for return costs and any decrease in value resulting from handling beyond what is necessary to determine the product's nature, characteristics, and functioning.

Withdrawal Model

To notify withdrawal, send an email to Elina Pilates Equipment Pelotas S.L. at info@elinapilates.com:

Elina Pilates Australia

Email: info@elinapilates.au
Phone: 1300 756 553

By this document, I/we(*) hereby notify that I/we(*) withdraw from our(*) contract for the sale of the following good/service(*):
Order date/received on (*):
Name of the consumer and user or consumers and users:
Address of the consumer/s and user/s:
Consumer/s and user/s signature (only if on paper):
Date: [Current date]
(*) Delete as appropriate.

Return of Defective Products

Any damage to the product or missing/incorrect items must be reported within 48 hours. Buyers will be entitled to a refund if the returned products are defective or do not match the order, provided the established procedure is followed.

Visible damage to packaging or product must be reported. Follow the "General Delivery Conditions" and carrier requirements:

• Note all damages on the delivery slip and mark "Damaged goods, pending inspection".
• Submit the claim within 24–48 hours of receipt.
• Provide photographs of damaged boxes, labels, and items.
• Failure to meet these requirements may result in claim denial.

For any questions, contact admin@elinapilates.au.