Returns and Refunds Policy

LAST REVISED : JANUARY 22, 2023

Our hope is that you are entirely satisfied with your new TENSATONER, but if for any reason you are not, please do get in touch prior to initiating a return. Brooke Siler Pilates will ensure your return and refund is processed as quickly and efficiently as possible according to the policies set out here.

ORDER CANCELLATION

You are entitled to cancel your order under the Distance Selling Regulations terms, set out in the UK Consumer Rights Act 2015, up to 14 days after delivery.

If your item has already been shipped you will be responsible for the cost of returning the item to us in accordance with the Consumer Contracts Regulations 2013, unless the item is being returned as faulty (see FAULTY PRODUCTS below).

To avoid return shipping costs you must notify us by email that you wish to cancel your order, within 3 business days of placing your order. A reply email confirming your order has been cancelled will be sent from brookesilerpilates@gmail.com. Please ensure you add this email address to your "safe sender" list.

In accordance with the distance selling regulations, if your order has already been shipped you will have up to 14 days (including weekends and public holidays) after delivery to cancel your order. You must notify us within 14 days after your order is delivered, that you wish to cancel your order. An RMA (Return Merchandise Authorization) number will be issued to confirm your cancellation and return. You will have a further 14 days following the receipt of your RMA to return the items to us. You must ensure you return the items in accordance with the procedures detailed below.

RETURNS

Returns will only be accepted with a valid RMA (Return Merchandise Authorization) number issued by Brooke Siler Pilates. You must return your items to us within 14 days following receipt of an RMA number. To initiate a return (and receive an RMA) please email brookesilerpilates@gmail.com stating the reason for the return. Please note, under the UK Consumer Rights Act 2015, no reason is needed when returning goods within 14 days after delivery.

Items should be returned in the original shipping box (if available and not damaged) or suitable alternative for the item weight of 1kg.  Please use suitable packing material to ensure the item is prevented from moving inside the shipping box once sealed. The item must be returned using a "tracked and signed for" shipping service and insured for the full purchase price of the item (including return shipping). Please note you will be responsible for returned item until we accept delivery. Proof that we have accepted delivery will be by a signature.

Please ensure the return address is clearly and securely marked on the package as,

BROOKE SILER PILATES

P.O. BOX 3441

LITTLEHAMPTON

BN16 9PB

U.K.

For international customers returning items, please ensure you complete the appropriate customs declaration for "Returned Goods" for your country. The returned goods to the UK customs declaration information must include,

• the term "Returned Goods" and the description "TENSATONER - small resistive exercise device"
• the quantity and value
• the sender's address
• the recipient's address (as shown above)

A label with the above customs declaration information must be securely attached to the package prior to shipping. Failure to comply with the correct customs procedure for "Returned Goods" may cause delay, or result in the item being returned to you. Please note that you will be responsible for any customs charges we incur, due to missing or incorrect information on the customs declaration, when accepting the return delivery.

Any items returned as faulty within one year (12 months) of purchase will be inspected by the manufacturer. If the item is determined to be faulty due to a manufacturer fault, a replacement item or refund of the purchase price will be offered under the terms of the warranty.  Faulty items outside the 12 month warranty period will be offered for repair at the customer's expense. Please see the terms and conditions for details regarding warranty.

All returned items must be accompanied by proof of purchase. This must be either the original receipt or a copy of the statement from the credit card company or payment service used.  Please also include a printed copy of the RMA email received or write the RMA number clearly on the package.

FAULTY PRODUCTS

In the event the goods received are faulty, or develop a fault within the product warranty period (12 months). Please email brookesilerpilates@gmail.com to request a return. Please provide details of the fault and any photos that may better indicate the fault. Note, under the UK Consumer Rights Act 2015, no reason is needed when returning goods within 14 days after delivery, however the cost of returning the goods will be your responsibility, unless the goods are being returned as faulty.

REFUNDS

A full refund of the purchase price will be issued, to the payment method used when you placed the order, for cancellations within 14 days of delivery. If your item has not shipped, the refund will be issued within 14 business days following acknowledgement of your order cancellation.  If your order has already shipped, we will issue a refund, to your payment method, within 14 business days of receiving and accepting delivery of the returned goods.  If the item is being returned as faulty we will only issue a refund or offer a replacement, following confirmation by the manufacturer of the fault.