At PersonalHour, we understand that sometimes circumstances change, and you may need to cancel an order. However, due to the significant costs associated with handling, processing, and initiating production of Pilates equipment, we have established the following guidelines for order cancellations. These policies are in place to protect both our business and our customers, ensuring transparency and fairness.
24-Hour Cancellation Window
You have the option to cancel your order within 24 hours of placing it. To do so, please submit your cancellation request in writing via email to issue@personalhour.com. Your request must include the following details:
- Your order number
- The specific product(s) you wish to cancel
- Your full contact information, including your name, email address, and phone number
This 24-hour window allows us to halt the processing of your order before significant costs are incurred. We strongly recommend that you review your order confirmation immediately upon receipt to ensure that all details are correct and that you are satisfied with your purchase.
Cancellations After 24 Hours
If more than 24 hours have passed since you placed your order, cancellation may still be possible in certain cases. Please contact our customer service team for specific details regarding your order. However, please be aware that:
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Production Stage: If your order has already entered the production phase, a restocking fee ranging from 20% to 50% of the purchase price may apply. The exact fee will depend on how far along your item is in the manufacturing process. This fee covers the costs associated with materials, labor, and other resources that have already been allocated to your order.
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Non-Cancellable Orders: Certain custom-made or personalized items may not be eligible for cancellation after the 24-hour window, as production may begin immediately after your order is placed. Our customer service team will provide guidance on whether your order falls into this category.
Orders in Transit
Once an order has been shipped, it cannot be canceled. At this point, the product is on its way to you, and all shipping and handling processes have been initiated. If you wish to return the item once it arrives, please refer to our Return Policy for details on how to proceed.
Refund Eligibility
If your order is eligible for a refund after cancellation, please note that you may be responsible for the following costs:
- Shipping Costs: Any shipping costs incurred by PersonalHour in processing your order may be deducted from your refund.
- Credit Card Processing Fees: In some cases, credit card processing fees may also be deducted from your refund. These fees are charged to us by the payment processor and are non-refundable.
Installment Orders
For orders placed using an installment payment plan, cancellations are subject to additional restrictions:
- No Cancellation After Processing: Once an installment order has been processed, it is not eligible for cancellation, even if the request is made within the initial 24-hour period.
- Cancellation Fees: Cancelling an installment order after it has been placed will result in a 10% cancellation fee, regardless of the timing of the request.
Legal Considerations
By placing an order with PersonalHour, you agree to the terms and conditions outlined in this Order Cancellation Policy. This policy is designed to ensure that both parties are protected and that the cancellation process is handled in a fair and equitable manner. PersonalHour reserves the right to modify or update this policy at any time, and it is the responsibility of the customer to review the policy prior to placing an order.
If you have any questions or concerns about this policy, or if you need assistance with a cancellation request, please do not hesitate to contact our customer service team. We are here to assist you and will do our best to accommodate your needs within the framework of our policies
