Warranty Pilates At Home

Your investment protected for three years.

Every machine we design is built to last. Our three-year warranty reflects our commitment to quality and our dedication to each of our customers — because a premium purchase deserves premium protection.

Ce que couvre la garantie Full policy
Warranty commerciale 3 years

Beyond the legal warranty, we offer you three years of full coverage on parts and manufacturing.

Free replacement parts

In case of a covered defect, we handle the faulty part and its replacement at no additional cost.

France-based service

All warranty claims are handled by our French-based team, directly and without intermediaries.

Trois ans. Manufacturer warranty across the full range

A coverage period that goes beyond market standards, because we believe in the quality of what we build.

Couverture

What your warranty covers.

Our three-year warranty protects your machine against all defects related to manufacturing and materials used.

Manufacturing defects.

Any defect related to the manufacturing process of your machine, of any kind, is fully covered throughout the warranty period.

Material defects.

A faulty material, a coating that degrades prematurely, a structure showing weakness unrelated to use: these anomalies are fully covered by our manufacturer warranty.

Mechanical parts.

Rails, carriages, resistance cords, springs, and other mechanical components are covered in the event of a defect not caused by normal wear and tear.

Part replacement.

When repair is not feasible, we replace the part or faulty component at no charge to you.

Échange du produit.

If your machine has a serious non-repairable defect, we proceed with a complete exchange for an identical or equivalent new product.

Return shipping covered.

For returns related to a defect covered by the warranty, we organize and fund the return shipping of your machine.

Exclusions

What is not covered.

For the sake of full transparency, here are the situations outside the scope of our warranty. These exclusions are standard in the industry and comply with current legislation.

Usure normale et consommables

Components subject to natural wear through regular use (straps, comfort coverings, foams) are not covered beyond the normal usage period.

Dommages accidentels ou misuse

Damage resulting from a fall, impact, use not in accordance with instructions or intentional overloading is excluded from the warranty.

Unauthorized modifications or repairs

Toute intervention réalisée par un tiers non mandaté par Pilates At Home, ou toute modification apportée à la machine, entraîne l'annulation de la garantie.

Damage related to storage conditions

Prolonged exposure to humidity, extreme temperatures or conditions unsuitable for proper machine preservation excludes coverage.

Faire valoir sa garantie

A simple procedure, in three steps.

We designed the process to be as smooth as possible. You just need to contact us — we take care of the rest.

01

Contactez our team.

Email us at contact@pilatesathome.fr describing the issue you've encountered. If possible, attach photos or a short video to speed up the diagnosis.

02

We review your case.

Our team analyzes your request within 24 business hours and confirms warranty coverage or informs you of the situation.

03

Fast and free resolution.

Replacement part shipment, repair or product exchange: we handle your case as quickly as possible, at no cost to you.

Warranty policy

Our legal commitments.

Find here the full details of our legal and commercial warranties. These texts constitute our contractual commitments to each of our clients.

  • Pilates At Home grants every buyer of a new Pilates Reformer machine a commercial warranty of three (3) years from the date of delivery.

    This commercial warranty covers material and manufacturing defects affecting the proper functioning of the machine under normal use, as described in the user manual provided with the product.

    In the event of an acknowledged defect, Pilates At Home commits to, at its discretion and depending on the nature of the defect:

    • Repair the machine or replace the defective part at no cost to the buyer
    • Replace the machine with an identical or equivalent new product

    This commercial warranty does not replace the mandatory legal warranties — it supplements and complements them.

  • In accordance with Articles L.217-4 et seq. of the French Consumer Code, Pilates At Home is required to deliver a product that conforms to the contract and is liable for any conformity defects existing at the time of delivery.

    In the event of a conformity defect, the buyer may request that the product be brought into conformity by choosing between repair and replacement. This is at no cost to the buyer.

    The legal conformity guarantee applies independently of any commercial warranty granted. In the event of a conformity defect, the buyer has two (2) years from the date of delivery to take action.

  • In accordance with Articles 1641 et seq. of the French Civil Code, Pilates At Home is liable under the warranty for hidden defects in the product sold that render it unfit for its intended use, or that diminish such use to the extent that the buyer would not have purchased it had they been aware of the defects.

    In the event of a proven hidden defect, the buyer may choose to:

    • Return the product and receive a full refund (redhibitory action)
    • Keep the product and receive a partial refund (estimatory action)

    Any action arising from hidden defects must be brought by the buyer within two (2) years of discovering the defect.

  • To make a warranty claim, the buyer must contact Pilates At Home customer service by email at contact@pilatesathome.fr, providing:

    • Full name
    • Order number
    • A detailed description of the defect observed
    • Photographs or a video illustrating the issue, if possible

    Pilates At Home commits to acknowledging receipt of the request within 24 business hours and proposing a solution as quickly as possible. Return shipping costs related to a defect covered by the warranty are fully covered by Pilates At Home.

  • The following are expressly excluded from the commercial warranty:

    • Damage resulting from normal wear and tear or intensive use of the product
    • Damage caused by accident, impact, negligence, or misuse
    • Damage resulting from modification, repair, or work carried out by an unauthorized third party
    • Damage related to improper storage or usage conditions
    • Consumables and components subject to normal wear (ropes, foam pads, straps)

    These exclusions do not apply to the mandatory legal warranties provided by the French Consumer Code and Civil Code, which remain in effect for the buyer regardless of circumstances.

  • This warranty policy is governed by French law. Any dispute relating to its interpretation or enforcement shall fall under the exclusive jurisdiction of French courts.

    In accordance with the provisions of the French Consumer Code on amicable dispute resolution, Pilates At Home subscribes to a consumer mediation service. In the event of an unresolved dispute with our customer service, the buyer may use this mediator free of charge within one year of their written complaint.

    For any claim or question regarding this policy, the customer may contact our customer service at: contact@pilatesathome.fr

Besoin d'aide

A question about your warranty?

Our team is available Monday to Friday to answer all your questions and assist you with your requests. No inquiry goes unanswered.

Contacter le service client contact@pilatesathome.fr
3-year warrantyManufacturer across the full range
Free deliveryAcross the full range of machines
Service FranceTeam entirely based in France
Secure paymentVisa, Mastercard, American Express