Refund policy
SHIPPING & DELIVERY
Last updated: 26/04/2026
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1. Overview
ALAYA fitness offers worldwide shipping for Pilates reformers and accessories.
Large equipment requires suitable access conditions.
Please ensure your space is ready before delivery.
Delivery conditions may vary depending on the product, order size and destination.
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2. Shipping Areas
We ship worldwide.
Shipping costs, delivery times and conditions may vary depending on the destination and will be specified at checkout or in your quotation.
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3. Order Processing & Production
Standard products:
Orders are processed after payment confirmation.
Custom or made-to-order products:
Production begins only after validation of specifications and receipt of the required deposit or full payment.
Production times may vary depending on the complexity of the order.
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4. Delivery Times
Delivery times are indicative and may vary depending on:
- production timelines
- destination
- logistics conditions
ALAYA fitness is not responsible for delays caused by:
- carriers
- customs procedures
- external factors
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5. Shipping Methods
Orders may be shipped via standard carriers or freight transport depending on size and weight.
Large equipment such as reformers may be delivered on pallets or via specialized carriers.
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6. Delivery Conditions
Delivery is made to the address provided by the customer.
The customer is responsible for:
- providing accurate delivery information
- ensuring availability at the time of delivery
- ensuring that the delivery location is accessible for large and heavy goods
This includes, but is not limited to:
- sufficient access for transport
- door width and stair access
- elevator suitability
ALAYA fitness is not responsible for delivery failure due to unsuitable access conditions.
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7. Failed Deliveries
If delivery cannot be completed due to:
- customer absence
- incorrect address
- access issues
The carrier may attempt redelivery.
Additional costs may apply, including:
- redelivery fees
- storage fees
- return shipping costs
If the customer is unavailable after at least two delivery attempts or fails to arrange redelivery within the carrier’s timeframe:
The order may be considered abandoned and no refund will be issued.
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8. Inspection Upon Delivery
The customer must inspect the goods upon delivery.
Any visible damage must be:
- noted on the delivery receipt
- reported within 48 hours
Failure to report damages within this timeframe may result in the claim being rejected.
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9. Transfer of Risk
Risk of loss or damage transfers to the customer upon delivery.
For B2B transactions, risk may transfer upon handover to the carrier.
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10. Customs, Duties & Taxes
For international shipments, customs duties and local taxes may apply.
These charges are the responsibility of the customer unless explicitly stated otherwise.
Delays due to customs are outside of ALAYA fitness control.
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11. Installation
Unless explicitly agreed otherwise, delivery does not include installation.
The customer is responsible for installation and setup.
ALAYA fitness shall not be held liable for damages resulting from improper installation.
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12. Returns Related to Delivery
Returns due to delivery issues caused by the customer (absence, incorrect address, refusal of delivery) will not be refunded.
Any additional costs incurred will be charged to the customer.
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13. Contact
For any delivery-related questions:
Email: contact@alayafitness.com
Phone: +34 657 897 311