Returns & Withdrawal Policy
Xtend Pilates specializes in professional Pilates equipment for studios, physiotherapy centres, gyms and other professional customers.
Our return conditions depend on the type of product purchased and whether the customer is purchasing as a business or as a consumer.
1. Professional Equipment and B2B Orders
Our main professional equipment range includes Reformers, Cadillac and Trapeze equipment, Wall Units, Chairs, Barrels, studio packages and other large professional Pilates equipment.
When these products are purchased by a Pilates studio, physiotherapy centre, gym, company, professional or other customer acting for business or professional purposes, the purchase is considered a B2B transaction.
The statutory consumer right of withdrawal does not apply to B2B transactions.
Cancellations, modifications or returns of professional equipment are therefore subject to the commercial conditions agreed with Xtend Pilates at the time the order is confirmed.
2. Customized and Made-to-Order Equipment
Some Xtend Pilates equipment is manufactured or configured specifically for the customer.
This may include, depending on the order:
Customer-selected upholstery or special colours
Special finishes
Specific equipment configurations
Modified dimensions or components
Equipment manufactured specifically according to customer requirements
Where a product is made to the customer’s specifications or is clearly personalized, the statutory consumer right of withdrawal may not apply in accordance with applicable law.
Where applicable, Xtend Pilates will inform the customer before the order is confirmed that the product is customized or made to order and that cancellation or return rights may therefore be restricted.
3. Accessories and B2C Purchases
Certain accessories and smaller products may be purchased by consumers for personal use.
For online purchases made by consumers within the European Union, the statutory right of withdrawal applies where required by law.
Where applicable, the consumer may withdraw from the purchase within 14 days from receipt of the product without providing a reason.
The customer is responsible for the direct cost of returning the product unless otherwise required by law or expressly agreed by Xtend Pilates.
The product must be returned complete and properly packaged.
Consumers may inspect the product to establish its nature, characteristics and functionality. Any reduction in value resulting from handling beyond what is necessary for this purpose may be deducted from the refund where permitted by law.
4. Refunds for Eligible Consumer Returns
Where the statutory right of withdrawal applies, refunds will be processed in accordance with applicable consumer legislation.
The refund may be withheld until the returned goods have been received or until the customer provides evidence that they have been returned, where permitted by law.
Any standard outbound delivery costs that must legally be reimbursed will be handled in accordance with applicable legislation.
5. Damaged, Defective or Incorrect Products
The conditions above do not limit any statutory rights relating to products that are defective, damaged or do not correspond to the order.
If a product arrives damaged, defective or incorrect, please contact us promptly at:
We will evaluate the case and provide the appropriate solution in accordance with applicable law.
6. Before Returning a Product
Please contact Xtend Pilates before returning any product.
If a return is applicable, we will provide the appropriate return instructions and return destination.
Products should not be shipped back without prior return instructions from Xtend Pilates.
Contact: sales@xtendpilates.com