Refund policy
Last updated 22.11.2025
Refunds and cancellations policy
1. We are glad you chose to buy from the Pilatix site (hereinafter: "the company").
2. If you have received the shipment and there is any problem with the product, you are welcome to contact us: WhatsApp 054-242-9697 or email pilatix.help@gmail.com
3. An order may be cancelled within 30 days of the date the order was placed, subject to the conditions set out in this policy.
4. On cancellation of the transaction, the amount paid will be refunded in full, less a cancellation fee where one applies.
5. Cancellation before dispatch - notice of cancellation received before the product is dispatched entitles you to a full refund with no cancellation fee.
6. Cancellation after dispatch and before receipt - notice of cancellation received after the product has been dispatched but before it reaches the customer: the shipment cannot be stopped. The customer must accept the parcel, and the conditions set out in the section on cancellation after receipt of the product will apply.
7. Delay in delivery caused by the customer - where the customer is unavailable to receive the shipment, does not answer the courier, or asks to postpone the delivery date:
(a) the courier company may charge an additional fee for a repeat delivery attempt. That charge, if made, is borne by the customer;
(b) a delay caused by the customer’s unavailability or by their postponement of the delivery date will not be treated as a delay in delivery on the company’s part, and will not constitute grounds for cancelling the transaction without a cancellation fee.
8. Every refund is made through the payment method used for the order, within a period not exceeding 14 business days from the date the return is approved.
9. This policy is subject to the Israeli Consumer Protection Law, חוק הגנת הצרכן התשמ"א-1981 (hereinafter: "the Law").
10. Cancellation after receipt of the product - cancellation of the transaction after the product has been delivered to the customer is possible within 30 days of the date the order was placed or 14 days from the date the product was received, whichever is earlier, and subject to the following conditions:
(a) Condition of the product - the product is in sound condition and fit for resale. Reasonable initial trying out is permitted, but prolonged use, or use that has caused wear, may reduce the refund amount or forfeit the right of return;
(b) Completeness of packaging and product - the customer must return the product in its original packaging, including every part of the packaging and the accompanying accessories as supplied. For the Pilatix machine, the company’s flagship product, the packaging includes among other things: a branded box, protective wrapping, stoppers, accessory bags and accompanying products. All of these form an inseparable part of the product and must be returned in full. For other products the company sells, the packaging contents may differ. All components that arrived with the product must be kept and returned in sound condition;
(c) Opening the packaging - each package must be opened gently and without tearing. Many packages are designed to be opened and closed again - please use that option. Tearing, losing or defacing parts of the packaging constitutes a loss of value and may reduce the refund amount or forfeit the right of return;
(d) The branded packaging - the outer branded packaging in the same condition in which it was received - with no tears, creases, stains or any defect. Damage to the packaging constitutes a significant loss of value of the product;
(e) a purchase invoice or proof of purchase has been attached;
(f) Recording the unboxing - the customer must record a continuous video of the parcel being opened at the moment it is received from the courier. The company’s products are packed at the factory in hermetically sealed packaging, undergo individual quality inspection and include all parts and accompanying accessories. Recording the opening allows both parties to verify the condition of the shipment on receipt;
(g) Recording the repacking - before sending the product back, the customer must record a continuous video of the product being repacked;
(h) Absence of documentation - where damaged packaging, a missing part or any other defect on receipt is claimed, and there is no video documentation from the customer and/or documentation from the courier company - the claim cannot be verified and will not be accepted. Responsibility for documenting the condition of the parcel on receipt lies with the customer.
11. The return request procedure
(a) a customer wishing to cancel a transaction and return a product will be directed to complete a digital return request form;
(b) in the form the customer will be required to provide identifying details, the order details, the reason for cancellation, and to attach documentation including: photographs of the product and packaging, proof of purchase, and a video of the product;
(c) the customer will be required to sign a declaration as to the accuracy of the details and the authenticity of the documentation;
(d) a request submitted without the form being completed in full and/or without the required attachments will not be processed;
(e) requests are answered by email only;
(f) the information collected is used to handle the request, verify the purchaser’s identity and prevent misuse.
12. Products must not be sent back without arranging it in advance and receiving approval from a company representative.
13. Return address - once the return request has been approved and its details reviewed, the customer will be given an address to deliver the product to. Products must not be sent without receiving an address from a company representative.
14. Verification of the product on handover - the customer will arrange a time to attend the return address, either in person or via a courier on their behalf. At handover, a company representative will examine the product and packaging and verify that they are in order. Approval of the refund is conditional on that verification.
15. Liability for the return shipment - it is the customer’s responsibility to send the product to the company’s address with the product packed in its original packaging and the purchase invoice attached. Shipping costs are borne by the customer. Damage caused to the product or the packaging during the return shipment to the company is borne by the customer.
16. On receipt of the product, a company representative will examine its condition and the state of the packaging. The inspection is documented. Should it be found that the product has been used and/or that the product or packaging has been damaged - a return will not be possible and the product will be sent back to the customer at their expense.
17. In accordance with the Law, the company may charge the customer a cancellation fee of 5% of the value of the product or 100 ₪, whichever is lower. The cancellation fee is deducted from the refund amount.
18. Exchanging products - products cannot be exchanged. A customer who wants a different product must go through a return and make a new purchase separately.
19. No refund is given for gift cards (GIFT CARD).
20. The company may cancel the order and/or its engagement with the customer at its sole discretion.
21. For the avoidance of doubt, the company has sole discretion in deciding on the condition of returned products.
22. Nothing in this policy derogates from the provisions of the law.
* This policy is written in the masculine form for convenience only, but is intended for women and men alike.