We offer a 30-day return policy — you have 30 days from receiving your order to return it without giving a reason. That's more than the statutory 14 days, because we want you to have time to check the product properly.
Returns are completely free — we cover the cost of return shipping and send you a ready-made label.
How to make a return
Write to us at contact@pilatio.com with your order number. Once you've reported the return, we'll send you a return label — the easiest way is to print it, pack the mat in the same packaging it arrived in, attach the label and send the parcel. The return address is already on the label.
Please contact us before sending anything back — items returned without a prior return request may take longer to process.
Condition of returned items
Returned items should be complete and show no signs of use beyond what is necessary to inspect the product. If the value of the item has been reduced through use beyond that necessary inspection, we may reduce the refund accordingly.
Refunds
Once we receive and check your return, we'll let you know it has been accepted. Refunds are issued to the original payment method within 14 days of receiving the returned item or proof that it has been sent.
Damage and complaints
Please check your order on arrival. If an item is faulty, damaged or you received the wrong product, contact us straight away: contact@pilatio.com, tel. +48 662 050 306. We respond to complaints within 14 days.
Exchanges
The fastest way to exchange an item (for example for a different colour) is to return it and place a new order.