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Refund policy

1. Standard Returns (30-Day Policy)

Paeta accepts returns for items that are new, unused, and in their original, unopened packaging within 30 calendar days of receiving the first parcel.

Return Fees and Costs

  • Restocking Fee: A fee of fifteen percent (15%) of the original price of the returned item(s) will be deducted from your refund.

  • Return Shipping: The customer is responsible for all return shipping costs and scheduling. Original shipping costs are non-refundable.

Ineligible Returns

Returns are not accepted for items that are past the 30-day window or those that have been:

  • Installed, worn, or used.

  • Damaged due to customer disassembly, repair, misuse, or improper operation.

  • Damaged by other third parties.

Note: The 30-day return window starts on the day the first package of your order is received. For parts received broken or damaged, contact support@paetapilates.com under the Warranty Policy.

2. Order Changes and Cancellations

Action Timing Fee Applied Condition
Cancellation Within 24 hours of order placement. 5% processing fee. 24 hours is counted until the first cancellation email is received.
Cancellation After 24 hours of order placement. 15% restocking fee + return shipping costs. Treated as a standard return due to advanced processing.
Address Change Within 24 hours of order placement. None. Changes after 24 hours must be handled directly with the carrier by the customer.

3. Return Procedure and Refund Timeline

  1. Initiate: Email support@paetapilates.com with your Order Number and provide photos/video of the item in its original, unopened packaging.

  2. Approval: Upon verification, Paeta will email the return shipping label.

  3. Shipping: Customer contacts the carrier and ships the item back.

  4. Refund: Once the item is delivered and inspected, Paeta initiates the refund within 24-48 business hours. Bank processing typically takes 2-3 business days.

4. Shipping Protection (Optional)

Shipping Insurance (purchased at checkout) protects against Loss in Transit or Theft After Delivery (reported within 7 calendar days of estimated delivery). This protection does not cover issues arising from an incorrect address provided by the customer.