Return Policy
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, same packaging, keep the instructions, documentation, 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 Biotivated to begin the return process at support@biotivated.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 start this process, you must first contact us at the email support@biotivated.com and we 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 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, same packaging, keep the instructions, documentation, 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.
IMPORTANT INFORMATION TO BE TAKEN INTO ACCOUNT FOR DELIVERY
In case of transport damages - All deliveries are subject to our “General conditions of delivery” and any claim from the customer shall be strictly in accordance with the forwarder requirements, that are:
- If the merchandise arrives damaged, you must write that on the delivery note. Whether it is a box or a pallet, you must indicate everything that is damaged and write down on the delivery note "Damaged merchandise, pending review.".
- The claim must be received within 24h-48h after the receipt of the goods.
- Photo of the damaged boxes, as well as the photos of the labels on them.
- Photos of the damaged parts, clear enough to admit the claim.
- Without having fulfilled the points above mentioned, forwarder might deny any claim and we will not be able to assist you.
DELIVERY PROCEDURE
- First, keep in mind that if you have not contracted any special transportation service, delivery will be at street level.
- The transport will call you one day before delivery so that they are ready for delivery and you have more people to help you receive the merchandise.
- Examine the goods immediately, in relation to possible breakdowns, in front of the driver. If you detect any sign of a bump or break, no matter how small, inform the driver immediately, take photos and ask the driver to do the same and note it on the delivery document. At the slightest sign of a blow, even if it is on the pallet, indicate it since any blow may have caused damage to the merchandise. And when we sign, we say “Damaged merchandise, pending review”.
- Once received, check the merchandise and notify us within 24-48 hours of the damage. Attach the following documentation: - Photo of the damaged boxes (if possible where we can see the equipment that was inside and that has been damaged) - Photos of the damage that has occurred to the merchandise due to the impact.
- If the merchandise apparently had no damage to the packaging, but upon opening it we found that it was damaged, we would report “Hidden Damage”. It may be that the merchandise has been hit internally, but that the packaging has also withstood the blow. In these cases we need: - Photos of the packaging to see that there are no damages that could have been seen visually. - Photos of the damage to the merchandise.
- In case of mere suspicion of damage or doubt at reception, you can contact us before receiving the merchandise and from here we will indicate the steps to follow, as long as it is during our working hours.
- Do not throw away the packaging until you have carefully inspected the merchandise as it is necessary to correctly claim any damage to the equipment. And the packaging may be needed for removal or exchange or possible inspection by the insurance company.
If the entire process is carried out correctly, the incident will be managed immediately without incident.
If the points mentioned above are not followed, the transport and its insurance may deny any claim that we will not be able to resolve from here.
Important Notice: Please be aware that orders customized with your selected color (Not Black or Grey) will take 8-10 weeks for delivery. We appreciate your patience as we ensure the highest quality and precision in the customization process.
