14 days to change your mind
You have 14 days from receipt to change your mind if your board does not suit you, without having to give a reason. Return costs are at your expense.
How to proceed
- Write to us at hello@pilatella.com, stating your order number.
- Tell us in a few words what does not suit you and, in the event of a defect or damage, attach one or two photos. This information helps us to reply to you quickly; it is not a condition of your right of withdrawal.
- We reply to you within 24 working hours with the most suitable solution: a replacement, a partial refund if you prefer to keep your board, or a return, with the shipping costs at your expense.
- In the event of a return, the refund is made within 5 working days of receipt of the parcel, to the original payment method.
Condition of the product
The product must be returned to us complete, with its accessories, and in resalable condition. Having tried it is no problem at all. However, a damaged or incomplete board may result in a partial refund.
Defective or damaged product
Send us a photo at hello@pilatella.com with your order number. We offer you a replacement or a refund, without waiting for the defective item to be returned.
One-year manufacturer's warranty
NASTIBA (49 rue de Ponthieu, 75008 Paris, France) guarantees your Pilatella board for 1 year from delivery against any manufacturing defect, under normal conditions of use, throughout the European Union. To benefit from it, write to hello@pilatella.com with your order number and a photo of the defect: we repair, replace or refund the product, at no cost to you. This commercial guarantee is in addition to the legal guarantees below; it does not replace them.
Legal guarantees
Independently of the manufacturer's warranty, you benefit from the legal guarantee of conformity (articles L.217-3 et seq. of the French Consumer Code) for 2 years from delivery, as well as the guarantee against hidden defects (articles 1641 et seq. of the French Civil Code). If you live in another Member State of the European Union, these terms do not deprive you of the protection afforded by the mandatory provisions of the law of your country of residence, in particular as regards the legal guarantee (at least 2 years; 3 years in Spain).
Legal right of withdrawal
In accordance with article L.221-18 of the French Consumer Code, you have 14 days from receipt to exercise your right of withdrawal, without giving a reason and without penalty. The refund, including standard delivery charges, is made no later than 14 days after the goods have been recovered. A model withdrawal form is provided in the appendix to our general terms and conditions of sale.