Returns, Cancellations, and Changes - Our Commitment to Your Satisfaction
At Diilaar, your satisfaction is our priority. We understand that circumstances may arise, and we’ve crafted a comprehensive policy to ensure a seamless experience.
Returns:
Diilaar offers a 30-day money-back guarantee on most items. If, for any reason, you wish to return a product, please contact us within 30 days of shipment. We are happy to facilitate exchanges, issue credit for future purchases, or provide a refund. Note that shipping and handling charges on both sent and returned items are non-refundable.
Items That May Not Be Returned:
Custom items and specific equipment categories, such as Wooden Pilates Reformers, Towers & Other Equipment, Pilates Chairs and Barrels, Springs & Spring Extenders, and Pilates Accessories, fall under non-returnable items. Please review our policy for a detailed list.
Inspecting Your Equipment Delivery:
Upon receiving your order, we advise a thorough inspection for any shipping damage. If damage is visible, note it on the delivery waybill before signing. Your satisfaction is our priority, and we’ll address any concerns promptly.
Damaged Merchandise and Discrepancies:
Report any damaged items within three business days of receiving your order. Discrepancies from the packing slip must also be reported within the same timeframe.
Return Procedure:
To initiate a return, contact Diilaar Customer Service at [Customer Service Number] to receive a Return Merchandise Authorization (RMA) number. Follow the provided return procedure, ensuring the RMA number is clearly marked on the package.
Customer Credit:
Refunds or credits for returned items are issued after inspection. Items must be in their original condition, including retail packaging. We cover return shipping costs for damaged or incorrect items.
Canceling an Order:
Cancel capital equipment orders within 24 hours for a full refund. After 24 hours, a 25% restocking fee applies. Accessory orders are final but eligible items can be returned within 30 days. See the policy for more details.
Changing an Order:
Changes to capital equipment orders within 24 hours are accommodated without additional charges. Changes after 24 hours require order cancellation, subject to a 25% restocking fee. Accessory orders cannot be changed but may be eligible for return.
Shipping, Order & Guarantee Information:
Experience the convenience of seamless shipping, detailed order information, and Diilaar’s commitment to quality assurance. Our guarantee ensures your satisfaction throughout your Pilates journey.
Shipping, Order & Guarantee Information
Frequently Asked Questions
Refunds are issued to the original method of payment. Please note that a refund to your credit or debit card may take up to two weeks to be confirmed by your financial institution.
Repair is always our first course of action. However, if after evaluating your product you determine that it is beyond repair, you may need to replace your product. Repairs are performed to maintain the strength and integrity of the product. Some repairs may incur a fee depending on the amount of labor involved. If this occurs, we will notify you before any action is taken on your item. If your damaged product requires replacement, please note that we are also unable to return your original product to you.
All assembly and shipping take place in our workshop in Shandong, China. 80% of the materials and components come from here. We handcraft many of our products starting the day after an order is processed. Estimated delivery times will vary based on where we are in the production schedule. We will endeavor to inform you of delivery times when you place your order.
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