Warranty

Warranty Policy

At Kaleo Pilates, we are committed to offering high-quality and durable equipment. To ensure customer satisfaction, we offer the following warranty on our Pilates machines and equipment:

1. Warranty Duration and Conditions

  • Structures (Reformers, Cadillac, Chairs, Wall Units, Barrel & Arcs): 3 years warranty against manufacturing defects or material flaws under normal use.
  • Wear parts (springs, straps, wheels, accessories): 2 years warranty against manufacturing defects or material flaws under normal use.
  • Upholstery (cushions, leather/microfiber coverings): 90 days warranty against manufacturing defects under proper use.

2. Warranty Coverage

The warranty covers:

  • Defects in manufacturing materials and components.
  • Hidden defects affecting the normal use of the equipment.
  • Malfunctions resulting from design or assembly flaws.

3. Warranty Exclusions

This warranty does not cover:

  • Normal wear and tear due to regular and proper use.
  • Damage caused by misuse, insufficient maintenance, or unauthorized modifications.
  • Deterioration due to unsuitable environmental conditions (e.g., excessive humidity, prolonged sun exposure, extreme temperatures, etc.).
  • Repairs performed by third parties not authorized by Kaleo Pilates.
  • Accidental damage, negligence, or unintended intensive commercial use.
  • Non-original accessories or parts used on the equipment.

4. Claim Procedure

If you encounter a problem covered by the warranty, please follow these steps:

  • Contact our customer service via our website, by email at contact@kaleopilates.com or by phone at +33 7 68 80 65 38, providing a detailed description of the problem accompanied by photos.
  • Provide proof of purchase (invoice or order confirmation).
  • Indicate the serial number or reference of your equipment if available.
  • Our technical team will review your request within 48 business hours and propose, depending on the case, a repair, a replacement of the defective part, or a credit note.

5. Intervention Modalities

Depending on the nature of the problem identified:

  • Defective parts: We will send you the replacement part as soon as possible.
  • Necessary repair: Our technicians will guide you to perform the repair or arrange an intervention if necessary.
  • Equipment replacement: In exceptional cases where repair is not possible, we will replace the defective equipment.

The costs of returning defective parts or equipment may be covered by Kaleo Pilates depending on the conditions defined during the review of your claim.

6. Recommended Maintenance

To extend the lifespan of your equipment and maintain the validity of the warranty, we recommend that you:

  • Regularly clean surfaces with a soft, non-abrasive cloth.
  • Avoid using aggressive or corrosive chemical products.
  • Regularly check the condition of moving parts (springs, wheels, straps).
  • Lubricate mechanical parts according to the recommendations in the user manual.
  • Store the equipment in a dry and temperate environment.

7. General Provisions

  • The warranty is valid from the date of purchase shown on the invoice and is not transferable to a third party.
  • The warranty is applicable only in metropolitan France and in European Union countries.
  • In case of dispute, Kaleo Pilates' general terms and conditions of sale apply.
  • This warranty is in addition to your legal rights as a consumer and does not replace them.

8. Contact

For any questions regarding our warranty policy or to report a claim, our customer service is available:

At Kaleo Pilates, your satisfaction and the quality of our equipment are our top priorities. We do everything possible to support you and guarantee an optimal experience with our products.