Shipping policy
Shipping and delivery of products
Delivery of products:
Pilates Iberia, S.L. (hereinafter, “Align-Pilates” or the “Company”) may inform the customer, by email, of the dispatch date from our warehouses and the contact details of the transport company responsible for delivery.
If there is any incident affecting the delivery of the products, the Company will duly and immediately inform the Customer.
From the moment the goods are made available and delivered to the customer as agreed, the Company shall not be responsible for any loss or damage the goods may suffer.
At the time of delivery, the customer or recipient must present an identification document to the carrier, check the apparent condition of the packages, and sign and record on the delivery note (in the format provided by the carrier) any observations or reservations that are apparent at that time (for example, missing packages or visible damage or tampering to the products or packaging). If the delivery note is in paper format, the customer must request a copy from the carrier.
Any claim relating to damage to the goods must be notified in writing within a maximum period of 24 hours from the delivery date to the customer service department via email: postventa@thomas.es
The Company shall also not be liable for delays that are beyond its own organisation, nor for force majeure events or possible labour strikes.
Delivery methods.
The Company offers all customers the possibility of “door-to-door” delivery via a transport agency. Under this delivery method, moving the products to their place of use, as well as unpacking and the removal and disposal of packaging materials, are the responsibility of the customer. Assembly and placement of the equipment in the intended space are also not included, unless the installation service has been approved and included in the quotation.
If the customer wishes, they may choose their own shipping method, waiving the delivery method offered by the Company.
Delivery options available for Spain and Portugal: Standard shipping with delivery inside the building:
Standard deliveries will be made to the floor, street entrance or level 0; therefore, any other delivery location must be validated by the sales representative.
Any delivery that must be made inside a building must be requested in advance, as it must be coordinated with the transport agency so that the necessary personnel and equipment are available. This may involve an additional cost if it has not been contracted in advance.
Delivery with installation:
We provide a team of operatives (to be determined in each case) to transport, unpack, assemble and handle all purchased equipment, so that it will be placed and ready for use in the location indicated by the customer. At the customer’s request, this team will also remove all packaging materials and manage them as appropriate.
This service involves an additional cost that will vary depending on each case. Photographs of the delivery and installation location are essential and must be provided by the buyer to the Company. Before accepting the quotation, the customer should consider access to their premises (stairs, doors, vehicle access, restricted loading areas, difficult routes to the installation location, etc.). This information must be communicated to the Company by email to the customer’s sales representative or to team@thomas.es, indicating the quotation number, in order to prevent any difficulties during delivery and avoid additional costs.
The customer must confirm with the Company the delivery date and time, as well as the person responsible for receiving the goods, all in writing, at least 72 hours in advance. If the customer informs the Company that delivery and installation cannot be carried out on the agreed date and time, the Company reserves the right to charge the customer storage costs for the product until final delivery.
*The delivery method described in this section is available only in Spain and Portugal. For international orders, the Company undertakes only to cover the delivery transport of the products to the address indicated by the customer in the order, provided that such transport has been contracted with the Company.
Right of withdrawal and product returns.
Exercising the right of withdrawal
The customer has the right to withdraw from this contract within 14 calendar days without giving any reason, except for products made to order or with special colours, in which case the Company reserves the right to accept or reject such request.
The withdrawal period will expire 14 calendar days from the day on which you, or a third party indicated by you (other than the carrier), acquired physical possession of the goods.
To exercise the right of withdrawal, the customer must take one of the following steps:
Notify the company Pilates Iberia, S.L., in writing at the address C/ Lanzarote 13, Bajo B, 28703 – San Sebastián de los Reyes (Madrid), of your decision to withdraw from the contract by means of an unequivocal statement (for example, a letter sent by post).
Email the customer service department at postventa@thomas.es, stating your decision to withdraw from the contract by means of an unequivocal statement.
Alternatively, you may use the model withdrawal form set out in these Terms as Annex I.
Consequences of exercising the right.
If the customer withdraws, we will refund all payments received for the purchased product, except for any additional costs that may have been incurred. In this regard, transport costs will be managed and borne by the customer.
To meet the withdrawal deadline, it is sufficient for the communication concerning the exercise of your right to be sent before the expiry of the 14-calendar-day period from the day on which physical possession of the purchased products was acquired.
Items must be returned in perfect condition and in their original packaging, together with the purchase invoice, instructions and any other documents or accessories included at the time; in any case, within a maximum of 14 calendar days from the date on which you notify us of your decision to withdraw from the contract. The deadline shall be deemed met if the goods are returned before the period has expired.
The refund will be made using the same payment method used for the initial transaction. However, the Company reserves the right to check the condition of the goods and may withhold the refund until the goods have been received and inspected.
Likewise, the customer may cancel the purchase at no cost if the order has not yet been dispatched.
Returns of defective products.
If you consider that the purchased product does not conform to the contract, you must contact us immediately, providing details of the product and the damage suffered, by email at: postventa@thomas.es, where we will inform you of the procedure to follow.
You may return the product by handing it to a courier whom we will send to your address when you request collection. We will then carefully examine the returned product and will notify you by email, within a reasonable period, whether a refund or replacement is appropriate (as applicable).
The refund or replacement of the item will be carried out as soon as possible and, in any event, within 14 days of the date on which we send you an email confirming our agreement to refund or replace the defective product.
The amounts paid for products returned due to a fault or defect, where such fault or defect is confirmed, will be refunded in full. The refund will be made using the same payment method used for the purchase.