Warranty, Service & Maintenance

Gentle Factory equipment is built for home and professionals and your 100% satisfaction is our number one priority. We will do all we can to solve any unlikely problems that may arise. In short, we are here for you!

Three Year Warranty
Offered for the frame and structural components for barrels (Ladder Barrel, Spine Corrector), chairs (Wunda Chair), wall system products (Wall Unit, Wall Tower) and Reformer gearbar and footbar mechanisms.

One Year Warranty
Offered for springs and mechanical components (accesories).

Ninety Day Warranty
The fabric or upholstery (ropes, straps, and loops) on Gentle Factory equipment will be replaced if it fails to give normal wear for 90 days after delivery. Proof of damage may be required. This does not cover wear-and-tear, stains, indentations, scratches or defects arising from abuse or use of harsh chemical cleansers. If the identical fabric is unavailable, an equivalent will be provided.

Gentle Factory warrants that all new equipment is free of manufacturing defects in workmanship and materials, subject to the terms below. This warranty becomes effective at the invoice date of the original purchase. Any parts that are repaired or replaced under this warranty agreement will follow the original warranty period. It is the purchaser’s responsibility to notify the Company of any change of contact information. This will ensure that in the unlikely event of a replacement or safety notice, the company will be able to contact you immediately.

If you have a defected product that you believe is covered in this warranty, it is important to follow the proper return procedure. Defective parts that conform to the warranty guidelines will be repaired, replaced, or refunded at the sole discretion of Gentle Factory in accordance with the following:

This warranty applies to equipment:

  • While equipment remains in the possession of original purchaser and proof of purchase is demonstrated. The warranty is not transferable.
  • If claims are made within the part-specific warranty period
  • If upgrades are made as required by the Company
  • Due to a manufacturing or materials defect (to be discussed)

This warranty shall be null and void if:

  • All safety, maintenance and usage guidelines as specified in the appropriate equipment manuals are not followed
  • Equipment is used for any other purpose other than as intended, is stored or used outdoors, in environments without adequate climate/humidity controls
  • Equipment has been subjected to wear and tear, cuts or scratches, tears or stains to fabric, pet damage, accident, misuse, abuse, improper service, any modification, repair that is not authorized by the Company
  • Equipment has been exposed to cosmetic oils or chemicals, harsh chemicals, bleach, exposure to industrial fallout, chemical fallout, tree sap, sand, mud, salt or abrasive natural or chemical causes
  • Defects of equipment due to submergence of a part in water, indoor flooding or fire damage
  • Equipment for home usage only but used in Pilates studios, fitness or health clubs, gyms, spas or any other type of commercial facility offering fitness services to the public

Failure to change springs on spring-loaded equipment (Reformers, Cadillacs, Chairs, and etc.) every two (2) years may void this warranty. Warranty does not cover damage to the finish of any equipment nor shipping charges, customs clearance fees (if applicable) or any costs incurred in installing repaired or replacement parts shipped under the provisions of this warranty.

At its option, the Company will repair or replace warranted parts, provided that such failure occurs and is reported to the Company within the part-specific warranty period.

For exchange of product or products, it will be subject to availability. If the requested product or products is no longer in stock, Gentle Factory will contact you via text message with the phone number you provided during checkout to notify you and reserve the right to provide you with information on substitute products of same or higher quality and value that you can order and replace your previous product order.

Limitation of Liability
This is our exclusive warranty and voids all other warranties either expressed or implied. Gentle Factory is in no way liable for incidental, consequential or punitive.