Warranty Policy
PersonalHour® Equipment Warranty
Clear coverage tiers, simple reporting steps, and long-term support — designed to keep your reformer performing at its best.
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Overview
Every piece of equipment is inspected prior to shipment to ensure it is free of manufacturing defects and meets our performance standards, including:
- Smooth carriage glide
- Secure and adjustable foot bar
- Solid, stable frame
- Safe, properly tensioned ropes
- Calibrated springs tested within recommended weight limits
Warranty Coverage Timeline
Arrival to Day 3: Shipping Warranty
Coverage: Safe delivery without missing or damaged parts.
Action required
Report shipping-related issues within 3 business days of delivery.
Resolution
Replacement parts provided immediately, or full reshipment if required.
First 14 Days: Comprehensive Equipment Check
We recommend verifying the following within the first 14 days:
- All parts received (springs, ropes, bolts, etc.)
- Correct model and color
- Carriage moves smoothly
- Springs are squeak-free and properly tensioned
- Rope system tight and adjustable
- Stable shoulder rests and adjustable headrest
- Frame is free of scratches/dents
- Rails are straight and undamaged
- Foot bar and raisers are secure
- Test usability with the PersonalHour app
First 30 Days: Mechanical Support
Covered issues under normal use include:
- Carriage movement issues (wheels / spring alignment)
- Raisers or rope system malfunctions
- Bent or stuck foot bar
- Rail damage under normal use
- Jumpboard failure when correctly installed
Resolution
Free replacement parts and shipping for validated claims.
First 6 Months: Extended Component Coverage
We will replace the following at no cost (parts + shipping):
- Carriage wheels
- Rails
- Foot bar parts
- Broken raisers or rope regulators
First Year: Frame & Component Coverage
Coverage includes everything in the 6-month tier. We cover parts cost; customer is responsible for shipping.
2 to 10 Years: Frame Warranty
Our reformers are built for long-term use. Frame coverage applies to structural integrity under standard use. Frame-only coverage; customer pays shipping.
| Frame Type | Warranty Term |
|---|---|
| Metal Frames | 2 years |
| Oak Foldable | 3 years |
| Maple Foldable | 4 years |
| Oak Stationary | 6 years |
| Maple Standard Cut (Stationary) | 8 years |
| Maple Premium Cut (Stationary) | 10 years |
What’s Not Covered
- Cosmetic damage (scratches, stains)
- Normal wear-and-tear
- Misuse or incorrect installation of the jumpboard
- Improper use of the reformer or any accessories
- Rope wear due to regular usage
Support Outside Warranty
We offer discounted parts replacement and repair support. If you are unsure what you need, contact us and we will help you identify the correct parts.
- Carriage: Order here
- Springs: Order here
- Upholstery: Contact us to order (custom)
- Jumpboard: Contact us to order
- Frames: Order here
Terms & Conditions
- Effective date: Warranty begins on the date of delivery.
- Parts replacement: Only the verified defective part will be replaced.
- No warranty reset: Original invoice date applies; repairs do not extend or restart coverage.
- Non-transferable: Warranty is valid only for the original purchaser at the original shipping address.
- Maintenance required: Lack of recommended maintenance may void warranty.
- Unauthorized repairs: Any unapproved modification or repair may void warranty.
- Warranty term: Coverage is based on original purchase date, not repair date.
- Proof required: Submit proof of purchase, photo/video evidence, and a brief description of the issue.
Legal & Compliance
- Governing law: State of Ohio, USA.
- Limitations: PersonalHour is not liable for incidental or consequential damages.
- Modifications: Terms may be updated without affecting warranties already in effect.
Final Word
Thank you for choosing PersonalHour
If you need help at any stage, email issue@personalhour.com.
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