At Aura Pilates UK, your satisfaction and peace of mind are our top priorities. We offer a 30-day return policy, providing you with total flexibility to evaluate your professional equipment.

1. Return Period & Eligibility

You have 30 calendar days from the date you receive your order to request a return.
To be eligible for a return, the following conditions must be met:

• Product Condition: The item must be in the same condition as received and undamaged.
• Packaging: The product must be returned in its original packaging (specific protective crates) with all labels intact.
• Proof of Purchase: A receipt or proof of purchase is required to process the request.

2. Return Procedure: How to start a return

To initiate a return, you must contact our customer service at hello@aura-pilates-uk.com with your order number and the reason for the return.

Logistics & Transport:

• For Large Equipment (Reformers): Due to the significant weight (60kg to 95kg), Aura Pilates UK will organize the collection of the equipment by a specialized carrier directly from your address in the UK. You do not need to worry about transport.
• For Small Accessories: We will send you a pre-paid return label by email to print and attach to your package.
• Important: Items sent back to us without prior authorization will not be accepted.

3. Return Address (Logistics Centre)

All returns must be shipped to our technical centre in France for inspection:

Aura Pilates
9 zone artisanale le Bâa
68240 Fréland, FRANCE

Note: Please do not send returns to our administrative offices, as they are not equipped to receive freight.

4. Return Fees

• Free Returns: We cover 100% of the return shipping costs during the 30-day period.
• No Hidden Fees: There are no restocking fees.
• Zero Cost for the Customer: Return transport (including specialized collection for Reformers from the UK to France) is fully paid for by us.

5. Specific Conditions

• Change of Mind: You can return your product within 30 days.
• Defective or Damaged Items: If you receive a product with a manufacturing defect or transport damage, please contact us immediately (ideally within 48 hours) with photos. We will organize an immediate replacement or full refund.
• Incorrect Item: If we sent the wrong product, we will organize a free exchange at no cost to you.
• Order Cancellation: You can cancel your order for free before it is shipped. If it is already in transit, the standard free return procedure applies upon delivery.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have through our free process and make a separate purchase for the new item.

7. Refunds & Timeline

Inspection: Upon receipt at our logistics centre in France, our team will inspect the equipment within 2 to 5 business days.

Refund Approval: Once approved, your refund will be processed within 14 days.

Payment Method: Refunds are automatically issued to your original payment method (Credit Card, PayPal, etc.).

International Delivery Guarantee: In accordance with UK consumer regulations, if your delivery is significantly delayed beyond the announced timeframe, you have the right to cancel and receive a full refund.

Contact Information

We aim to respond to all enquiries within 24 hours.

• Trading Name: Aura Pilates UK
• Legal Form: Sole Trader
• Owner: Yannick DENNY
• Phone: +44 (0) 7 520 693 489
• Email: hello@aura-pilates-uk.com
• Physical Address: 60 rue François 1er, 75008 Paris, France
• Siren (Registration): 930 573 431
• VAT Number: FR68930573431
• Customer Service Hours: Monday to Friday: 9am – 6pm (Closed on Saturday, Sunday, and Public Holidays).

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