Refund policy

RETURN AND EXCHANGE POLICY
for NOA Pilates

Last Updated: 17.03.2026

This Return and Exchange Policy sets out the conditions under which customers of I-Kom 24 Ltd. / NOA Pilates can exercise their right of withdrawal, request an exchange of goods, or report an issue with a received product.

1. Right of Withdrawal

If you are a consumer and have purchased goods from our online store, you have the right to withdraw from the contract within 14 days without giving any reason.

The period begins on the date on which you or a third party designated by you, other than the carrier, received the goods.

To exercise your right of withdrawal, you must notify us with an unequivocal statement via email or in writing before returning the goods.

You can contact us at:
Email: info@noapilates.com

It is recommended to include in your message:

  • Order number

  • Customer name

  • Phone and email for contact

  • Which products you wish to return

  • Whether you want a refund

Stating a reason for return is optional and not required to exercise the right of withdrawal.

2. Returning the Goods

After notifying us of your withdrawal, you must return the goods no later than 14 days from the date you informed us.

The deadline is met if you send the goods before the 14-day period expires.

Goods should be returned:

  • Preferably in good commercial condition

  • With all received accessories, parts, and attachments, if any

  • In a condition that allows inspection and assessment of their state

The customer has the right to examine and test the goods to the extent necessary to establish their nature, characteristics, and proper functioning. If the value of the goods is diminished due to use beyond what is necessary for such examination, the customer may be liable for the reduced value.

3. Return Costs

Unless explicitly stated otherwise by us, the direct costs of returning the goods are borne by the customer.

Please do not send goods cash on delivery, as such shipments will not be accepted.

4. Refunds

Once we receive the returned goods or proof of their dispatch, we will refund the amounts paid by you via bank transfer, including standard delivery costs, without undue delay and no later than 14 days from the date we were informed of your withdrawal.

We may withhold the refund until we receive the goods back or until you provide proof of their return, whichever occurs first.

5. Product Exchange

In addition to the right of withdrawal, we may offer an exchange of a product at our commercial discretion, when possible.

An exchange can be requested if:

  • You want a different size, color, or variant, if available

  • The product received is not suitable for you, but you prefer an exchange instead of a refund

For exchanges, contact us at: info@noapilates.com

Exchanges are carried out after our confirmation and subject to availability of the desired product.

Costs of sending the replacement product and return shipping will be determined on a case-by-case basis and communicated to you in advance.

6. Products Excluded from Withdrawal

The right of withdrawal does not apply in cases provided by law, including:

  • Goods made to individual specifications or tailored to the customer’s requirements

  • Sealed goods that are unsealed after delivery and cannot be returned for hygiene or health protection reasons

  • Other exceptions provided by applicable law

If a specific product is subject to return restrictions, this will be indicated on the product page or otherwise clearly communicated before purchase.

7. Damaged, Defective, or Incorrect Products

If you receive:

  • A damaged product

  • A factory-defective product

  • An incorrect product

please contact us as soon as possible at: info@noapilates.com

For faster assistance, please provide:

  • Order number

  • Brief description of the issue

  • Photos of the product and packaging, if applicable

In such cases, we will assess the situation individually and propose a suitable solution according to law and the specific circumstances.

8. Contact

For all questions regarding returns, exchanges, or issues with an order, you can contact us:

I-Kom 24 Ltd. / NOA Pilates
Company ID: 207998272
Address: 50 Peyo K. Yavorov Blvd., Sofia, Bulgaria
Email: info@noapilates.com
Website: www.noapilates.com