We make every effort to deliver the ordered goods to you in perfect condition. Despite proper use, a product may be faulty or malfunction. If you wish to return an item due to a warranty claim, it is our aim to keep the costs as low as possible. Please contact us on 044 739 88 20 or via info@pilates.ch so that we can take up your request directly and find a suitable solution.

The manufacturer's warranty of a product expires if it has a fault or defect caused by CID (Customer Induced Damage). CID refers to all cases in which products have been damaged by improper use or mechanical impact. Such cases are not covered by the warranty/guarantee and therefore no warranty claim can be made. It does not matter whether the damage is responsible for the actual defect of the product or has no influence on it (causal connection).

Here is a selection of possible reasons for excluding the warranty:

• Fall and breakage damage
• Water and moisture damage
• Electronic or mechanical modifications
• Removed serial numbers
  
• Opened warranty seal ("Warranty void if seal is broken" or similar)
• Labeled, painted or engraved product parts
• Normal wear and tear of the product (e.g. brakes of a bicycle, batteries of any kind, etc.)

How do manufacturers treat CID cases?

As soon as we as a supplier and reseller receive an item for repair, it is checked. In the case of visible CID cases, we inform the customer and the damage is documented. If such products are returned to the manufacturer, the manufacturer will invoice us for the costs incurred, as the warranty services will be rejected. If the CID is not visible or the item is sent directly to the manufacturer, a cost estimate will be provided without prior information. In this case, we must pass on any costs incurred to our customers.