Warranty

WARRANTY POLICY

Last updated: August 27, 2026

At Kaleo Pilates, we are committed to offering high-quality, durable equipment built to support your practice over the long term. The following warranty applies to all Pilates machines and equipment purchased on kaleopilates.com.

1. WARRANTY DURATION

  • Structures (Reformers, Cadillacs, Chairs, Wall Units, Barrels & Arcs): 3-year warranty against manufacturing defects and material flaws under normal use conditions.
  • Wear parts (springs, straps, wheels, accessories): 2-year warranty against manufacturing defects and material flaws under normal use conditions.
  • Upholstery (cushions, leather and microfiber coverings): 90-day warranty against manufacturing defects under proper use conditions.

The warranty period begins on the date of purchase as shown on the original invoice and is non-transferable.

2. WHAT THE WARRANTY COVERS

This warranty covers:

  • Defects in manufacturing materials and components.
  • Hidden defects affecting the normal use of the equipment.
  • Malfunctions resulting from design or assembly flaws.

3. WHAT THE WARRANTY DOES NOT COVER

This warranty expressly excludes:

  • Normal wear and tear resulting from regular and proper use.
  • Damage caused by misuse, negligence, insufficient maintenance, or unauthorized modifications.
  • Deterioration due to unsuitable environmental conditions, including excessive humidity, prolonged sun exposure, or extreme temperatures.
  • Repairs performed by any third party not authorized by Kaleo Pilates.
  • Accidental damage or unintended intensive commercial use beyond the equipment's rated capacity.
  • Damage resulting from the use of non-original accessories or third-party replacement parts.

4. HOW TO FILE A WARRANTY CLAIM

If you believe your issue is covered under this warranty, please follow the steps below:

  1. Contact our customer support team at contact@kaleopilates.com or by phone at +1 818 659 2999, with a detailed description of the problem and clear supporting photos or video.
  2. Provide proof of purchase (invoice or order confirmation).
  3. Include the serial number or product reference of your equipment where available.

Our technical team will review your claim within 48 business hours and propose one of the following resolutions depending on the nature of the issue: replacement of the defective part, guided repair, or in exceptional cases, full equipment replacement.

5. RESOLUTION OPTIONS

Depending on the defect identified, we will offer one of the following:

  • Defective part: We will ship the replacement part to you as quickly as possible.
  • Repair required: Our technical team will guide you through the repair process remotely, or arrange an on-site intervention where necessary.
  • Equipment replacement: In exceptional cases where repair is not feasible, we will replace the defective equipment entirely.

Return shipping costs for defective parts or equipment may be covered by Kaleo Pilates depending on the outcome of the claim review.

6. MAINTENANCE RECOMMENDATIONS

To preserve the longevity of your equipment and maintain warranty validity, we recommend the following:

  • Clean all surfaces regularly with a soft, non-abrasive cloth.
  • Avoid the use of aggressive or corrosive cleaning products.
  • Inspect moving parts (springs, wheels, straps) on a regular basis.
  • Lubricate mechanical components in accordance with the instructions in your user manual.
  • Store all equipment in a dry, temperate environment away from direct sunlight and humidity.

Failure to follow basic maintenance guidelines may affect the validity of your warranty claim.

7. GENERAL PROVISIONS

  • This warranty is valid from the date of purchase shown on the original invoice.
  • This warranty is non-transferable and applies solely to the original purchaser.
  • This warranty applies to purchases made on kaleopilates.com and shipped to the United States, Canada, United Kingdom, Australia, and South Africa.
  • This warranty is provided in addition to any statutory consumer rights you may have under applicable law and does not limit or replace them.
  • In the event of a dispute, the Terms of Sale of Kaleo Pilates apply and are governed by the laws of the State of Wyoming, United States.

CONTACT

By phone: +1 818 659 2999
Monday – Friday: 10:00 AM – 6:00 PM (MT) — Saturday – Sunday: Closed

By email: contact@kaleopilates.com
We commit to responding to all warranty claims within 48 business hours.

Legal entity: FBA Ventures LLC — 5830 E 2nd St, Ste 7000 #35769, Casper, Wyoming 82609, United States