Terms and Conditions of Service

Warranty and Returns

Warranties are those established by law against manufacturing defects.

B2B Warranty

In business-to-business (B2B) transactions in Spain, the General Law for the Defence of Consumers and Users does not apply. These relationships are governed by the Commercial Code (arts. 325–345) and the Civil Code (arts. 1484–1490).

The warranty period is 6 months.

B2C Warranty

In a B2C (Business to Consumer) context in Spain, product warranties are regulated by the General Law for the Defence of Consumers and Users, which protects the end consumer when purchasing products from a business.

Legal warranty:

3 years from the date of delivery.

2 years for digital content or services (apps, software, subscriptions, etc.)

However, certain items — such as ropes, upholstery, straps, grips, elastic bands, mats or materials subject to friction, moisture or wear — may have a reduced lifespan depending on use or maintenance conditions.

The warranty does not cover normal wear and tear, or damage resulting from improper use, lack of maintenance, incorrect storage or unauthorised handling.

In such cases, the product will be considered conforming as long as its performance is consistent with the expected use and lifespan of a product of its nature.

Consumer rights:

Repair of the defective product.

Replacement with an identical item if repair is not possible.

If repair or replacement is not possible or is disproportionate, the customer may request a price reduction or cancellation of the contract.

In any case, the manufacturer reserves the right to reimburse the value of any defective items.

The company guarantees that all new equipment and materials are free from manufacturing defects, subject to the manufacturing terms set out below.

This warranty takes effect on the date of the original purchase invoice. Parts repaired or replaced under the terms of this warranty will be covered for the remainder of the original warranty period.

It is the buyer’s responsibility to notify the company of any changes to their contact information, to ensure that in the unlikely event of a safety replacement notice, the company is able to contact them promptly.

Returns policy

Please note that only items purchased directly from Lime Pilates can be returned. If you purchased your product through a distributor, reseller or third-party retailer, we recommend contacting them directly to arrange the return.

We offer a 14-day return policy from the date of receipt.

To be eligible for a return, the product must be in the same condition as delivered: in its original state, in the original packaging, with all instructions, documentation and accessories intact, and unused.

Proof of purchase must be provided with any return.

If the product meets the above requirements, please contact Lime Pilates Customer Service to begin the return process at info@limepilatessystems.com.

Once your return is approved, you will be provided with an RMA number (Return Merchandise Authorisation), which must be clearly displayed on the outside of the packaging. Returns received without an RMA number clearly marked on the outside of the package will not be processed. All returns must be received within 14 days of the date of receipt to be accepted.

The customer is responsible for return shipping costs, as well as any damage or loss that may occur during transit.

Any product sent cash on delivery will be refused.

Non-refundable items

Unless covered by warranty, the following items are non-refundable:

• Custom-made products: items ordered with special upholstery.
• Special equipment configurations.
• Accessories and spare parts.
• Special shipping costs.
• Amounts paid as a deposit or reservation for goods.

Warranty return procedure

To process a warranty-based return, prior approval from Lime Pilates Customer Service is required. Please contact us at info@limepilatessystems.com, where our technical team will assess whether the issue is covered under warranty.

If an item is returned to Lime Pilates that is not covered by warranty or does not meet the return conditions, the buyer will be solely responsible for all shipping and insurance costs to return the product to the sender.

If the item arrived damaged, it is essential that you note this on the delivery note and notify us within 24-48 hours.

Any defective product may be returned and replaced with the same item under the product warranty. If we choose to repair or replace the equipment, this may require the product to be returned to our facilities for inspection and assessment before the replacement is sent.

If you receive an item you did not order, Lime Pilates will cover the return shipping cost. However, the same return conditions apply: the goods must be in the same condition as delivered, in their original state, in the original packaging, with all instructions, documentation and accessories intact, and unused.

Once your return has been received, inspected, processed and definitively authorised, you will be reimbursed immediately for the value of the equipment.

Please ensure you send your withdrawal notification before the relevant deadline expires.

Right of Withdrawal

Upon receipt of your withdrawal notification, and once everything has been verified, we will reimburse all payments received, including delivery costs (except for any additional costs arising from your choice of a delivery method other than the standard, least expensive option we offer). The refund will be made using the same payment method used in the original transaction, unless otherwise agreed. In any case, you will not incur any charges as a result of the refund. We may withhold the refund until we receive the goods or until you provide proof of return, whichever occurs first.

You must return or deliver the goods directly to Lime Wellness Group, SL at the following address: Recoletas, 2-4, 31001 Pamplona (Navarra, Spain). The return must be made without undue delay and, in any case, within a maximum of 14 calendar days from the date on which you notify us of your decision to withdraw from the contract. Please note that the direct costs of return shall be borne by you. You will also be liable for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Right of withdrawal — contact details:

If you wish to exercise your right of withdrawal, please send a message to info@limepilatessystems.com including the following information:

• Order date and date of receipt
• Consumer’s name
• Consumer’s address
• A clear statement of your decision to withdraw from the contract

Once your communication has been received and verified, we will proceed in accordance with our returns policy.

Please note that you must exercise this right before the 14 calendar day deadline from the date of receipt of the product expires.

Return of defective products

ANY PRODUCT DAMAGE or missing and/or incorrect items must be reported within 48 hours of receipt of the order. In such cases, the buyer will be entitled to a refund of the price of the defective products or products delivered that do not correspond to the order placed.

To proceed with the return of such products, the buyer must follow the same procedure set out in the “Right of Withdrawal” section. Please note that the buyer will not be responsible for the return shipping costs of these products.

Provided the buyer has followed the established procedure and the requirements set out in these General Conditions have been met, Lime Wellness Group, SL will refund the amount paid for any returned products that are defective or do not correspond to the order placed.

If the product arrives with visible signs of damage to the packaging or breakage, it is essential that you note this on the delivery note and notify us within a maximum of 24-48 hours. All deliveries are subject to our “General Delivery Conditions” and any customer claim must strictly comply with the carrier’s requirements:

• If the goods arrive damaged, this must be noted on the delivery note. Whether it is a box or a pallet, indicate all damaged items and write “Damaged goods, pending inspection” on the delivery note.
• The claim must be received within 24-48 hours of receipt of the goods.
• Photographs of the damaged boxes, including photographs of their labels.
• Photographs of the damaged parts, sufficiently clear to support the claim.

If the above requirements have not been met, the carrier may reject any claim and we will be unable to assist you. Lime Wellness Group, SL cannot accept responsibility for the return.

If you have any questions or need further information, please contact us at info@limepilatessystems.com or through the contact form.

Last updated: 13 April 2026
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