Returns and Warranty

At Pilonatic we manufacture our products in our own Barcelona workshop. This page explains clearly what warranty they have, and when and how you can return them.

Seller: Pilonatic Corp SL · CIF B72452758 · Ripollès 18, 08130 Santa Perpètua de Mogoda (Barcelona), Spain · pilonatic@gmail.com · Phone: +34 919 49 70 41

1. Warranty

2-year commercial warranty

Pilonatic products come with a 2-year commercial warranty from delivery. It covers manufacturing defects: if your product has one, we will repair or replace it free of charge.

It does not cover damage caused by impacts, incorrect installation or use, modifications made by third parties, or normal wear and tear. These exclusions apply only to the commercial warranty and do not limit your statutory rights for lack of conformity (see below).

To make a claim, email us with your order number, a description of the problem and, if possible, photos.

Your statutory rights are not affected

In addition to this commercial warranty, as a consumer you keep all your statutory rights for lack of conformity under the Spanish Consumers and Users Act (Texto Refundido de la Ley General para la Defensa de los Consumidores y Usuarios, TRLGDCU). For goods, that period is 3 years from delivery (Article 120). The commercial warranty is in addition to those rights and does not replace or limit them.

Under the statutory guarantee, repair or replacement is free of charge, including delivery costs, labour and materials.

2. Made-to-measure or customised products

Products made to your measurements or specifications, or clearly customised, cannot be cancelled or returned (Article 103(c) TRLGDCU).

Exception: if the product does not match the measurements you gave us and confirmed because of a measurement error on our part, we will put it right: we will correct it, remake it or refund you, at no cost to you.

This does not affect the warranty: made-to-measure products have the same commercial and statutory warranty as all our other products.

3. Right of withdrawal (products that are not made to measure)

You have 14 calendar days from the day you receive the product to cancel your purchase, without giving any reason.

How to cancel: tell us before the period ends by email (pilonatic@gmail.com), through the contact form, or by any other clear statement. Please include:
– your full name and address;
– your order number;
– the product you are returning;
– that you wish to cancel the purchase, and the date.

If you send it by post, it must be signed. You can also use this model form:

To: Pilonatic Corp SL, Ripollès 18, 08130 Santa Perpètua de Mogoda (Barcelona), Spain, pilonatic@gmail.com:
I hereby give notice that I withdraw from my contract of sale of the following goods: , ordered on [date] / received on [date]. Name: [ ]. Address: [ ]. Signature (only if sent on paper). Date: [ ].

We will confirm by email that we have received your notice and send you the return instructions.

Returning the product:
– Send it back to us within 14 calendar days of telling us you are cancelling.
– It must be in its original condition, not installed, in packaging that protects it in transit, with a copy of the invoice or proof of purchase.
– If the product has been used or handled more than necessary to check it, we may deduct the loss in value.
– You pay the cost of returning the product.

Refund: we will refund the amount you paid, including the original standard delivery charge, within 14 calendar days of you telling us you are cancelling. We will use the same payment method you used. We may wait until we have received the product, or until you have shown us proof that you have sent it, before refunding you. How long the money takes to reach your account may vary depending on your bank or payment method.

4. Faulty products or damage in transit

We recommend that you check the product when you receive it and before you install it. If it arrives damaged or faulty, let us know as soon as possible with photos. For faulty products, or if we have made a mistake with your order, we pay the return costs.

5. Contact

For any questions about the warranty or returns: pilonatic@gmail.com · contact form · Phone: +34 919 49 70 41.