At PersonalHour, we are steadfast in our commitment to providing high-quality Pilates equipment that not only enhances your practice but also ensures your satisfaction. To support our valued customers and reinforce our dedication to excellence, we offer a comprehensive warranty designed to provide you with peace of mind regarding your investment. By purchasing a PersonalHour reformer, you agree to the terms and conditions outlined in this warranty.
Warranty Overview
Our warranty is a Limited Warranty on various components, each with specific durations to ensure transparency and confidence in your purchase. All warranty periods commence from the date of the delivery.
Limited 10-Year Warranty on (some) Frame Structures
We offer a limited 10-warranty on the frame structure of some of our selected reformer models. This warranty covers the following aspects:
- Structural Integrity: Any defects in material or workmanship that adversely affect the structural integrity of the frame, including welds and critical components, are covered under this warranty.
- Welds and Connections: Coverage includes any defects arising from poor workmanship that may compromise the safety and functionality of the frame.
Limited Warranty on Components
In addition to the warranty on the frame structure, we provide a limited warranty on the following components, which covers defects in materials and workmanship under normal use and maintenance:
| Item | Description | Coverage |
|---|---|---|
| Wooden Frame Structure (Non-Foldable) - Maple | Main structural components providing stability. | 10 Years |
| Wooden Cadillac Frame (Non-Foldable) - Maple | The main structure of the Cadillac reformer. | 5 Years |
| Wooden Frame Structure (Non-Foldable) - Oak | Main structural components providing stability. | 7 Years |
| Wooden Cadillac Frame (Non-Foldable) - Oak | The main structure of the Cadillac reformer. | 3 Years |
| Wooden Reformer Frame (Foldable) - Oak | Main structural components providing stability. | 2 Years |
| Wooden Reformer Frame (Foldable) - Maple | Main structural components providing stability. | 4 Years |
| Footbar Metal Bar | The metal bar on the Footbar. | 3 Years |
| Shoulder Rests | Rests for shoulder support during exercises. | 3 Years |
| Push Bar (Wooden) | Used for the Cadillac. | 3 Years |
| Whole Carriage | Sliding platform where the user performs exercises. | 1 Year |
| Cadillac Tower Poles | Support structures for Cadillac springs and attachments. | 3 Years |
| Push Bar (Not Wooden) | Used for the Cadillac. | 2 Years |
| Rollers | Wheels that glide on the track for smooth movement. | 1 Year |
| Footbar Base | The wooden base of the footbar. | 1 Year |
| Ropes | Durable nylon or polyester ropes for resistance. | 1 Year |
| Rope System | - | 1 Year |
| Springs | Resistance springs of varying strengths. | 1 Year |
| Pull Bar Stick | Used to pull the springs. | 3 Years |
| Pulleys | Mechanisms for the ropes, allowing smooth operation. | 1 Year |
| Upholstery | Padding covering the reformer for comfort. | Not covered |
| Jump Board | Additional accessory for cardio and jumping exercises. | 1 Year |
| Headrest | Adjustable head support for comfort during workouts. | 1 Year |
| Rails | The rails for the carriage. | 1 Year |
| Screws | Used in different parts of the reformer. | 1 Year |
| Bar Attachments | Additional bars for versatility in exercises. | 1 Year |
| Suspension Straps | Straps used in Cadillac reformer for hanging exercises. | 1 Year |
| Foldable Legs | Foldable legs used in some reformers. | 1 Year |
| Stoppers | Used to adjust the carriage space from the springs panel. | Not covered |
| Regulators | Used with the rope system. | 1 Year |
| Raisers | Used with the rope system. | 1 Year |
Shipping Damages
PersonalHour takes responsibility for any shipping damage or issues, provided they are reported within two weeks of receiving the product. Shipping damage includes any physical harm or functional issues caused during transit, such as dents, scratches, or missing components.
Inspect your product upon delivery and retain the original packaging until you confirm its condition. Failure to report damages within the specified timeframe will result in the claim being void.
Important Terms and Conditions
- Effective Date: This warranty becomes effective at the invoice date of the original purchase.
- Part Replacement: If a part qualifies for a warranty claim, only that specific part will be replaced, and not the entire product. This approach ensures minimal disruption to your practice while addressing any defects.
- Warranty Duration: In the event that a part is replaced, the warranty does not extend; the remaining warranty time is based on the original invoice date.
- Maintenance Compliance: This warranty will become void if the user fails to adhere to the recommended maintenance and upgrade procedures outlined in the product documentation. It is imperative that users follow all guidelines to ensure the continued validity of the warranty.
- Contact Information: It is the purchaser’s responsibility to notify PersonalHour of any changes to contact information. This ensures that, in the unlikely event of a replacement or safety notice, the company can contact you immediately.
- End Date of Warranty: The warranty end date is determined by the date the customer informs us of a warranty issue. If notification occurs after the warranty period has expired, the warranty claim is void.
Warranty Duration Explained
-
1-Year Warranty: This warranty covers defects in materials and workmanship for a period of one year from the date of the invoice. It ensures that if any parts fail due to manufacturing defects, they will be repaired or replaced within that timeframe.
-
2-Year Warranty: Similar to the 1-year warranty, this coverage extends to two years from the date of the invoice for selected components. This additional time reflects the expected durability and usage of these parts, providing added assurance to our customers.
-
3-10 Year Warranty: This warranty covers specific components for a period of three years from the date of the invoice. This longer duration acknowledges the higher durability and performance expectations for these parts.
Exclusions from Warranty Coverage
The following circumstances are not covered under this warranty:
- Damage resulting from misuse, abuse, neglect, or improper maintenance.
- Normal wear and tear, including but not limited to scratches, dents, or fading over time.
- Modifications or repairs conducted by unauthorized personnel.
- Equipment utilized in commercial settings unless expressly stated.
- Damage incurred from external factors, including but not limited to fire, water, or natural disasters.
- Damage to the finish of any equipment.
Exclusions & Non-Returnable Items
In addition to the above exclusions, the following items are considered non-returnable and do not qualify for warranty claims:
- Items that have been personalized or customized for the customer.
- Used items that show signs of wear or have been altered.
- Products not purchased directly from PersonalHour or authorized dealers.
Exclusion of All Other Warranties
This warranty is provided in lieu of all other warranties, expressed or implied, including but not limited to any implied warranties of merchantability or fitness for a particular purpose. No representative or person is authorized to make any other representations or warranties on behalf of PersonalHour.
Warranty Claim Process
In the event that you need to file a warranty claim, please follow these outlined steps to facilitate a seamless process:
- Contact PersonalHour Customer Support within the applicable warranty period.
- Provide:
a. proof of purchase along with
b. a detailed description of the defect encountered and
c. two clear photos / videos highlighting the defect. - Our team may conduct an inspection of the product to verify the claim and determine the most appropriate resolution.
Remedy Provision
Upon validation of a warranty claim, PersonalHour will ensure that you are taken care of through either repair or replacement of the defective product. We will provide an equivalent or superior product to ensure your satisfaction. Please be advised that any returned items will be retained by PersonalHour as part of our quality control processes.
Limitations of Liability
The liability of PersonalHour under this warranty is strictly limited to the repair or replacement of the defective product. PersonalHour shall not be liable for any incidental, consequential, or indirect damages arising from the use of its products.
Out-of-Warranty Repairs and Replacements
At PersonalHour, we understand that situations may arise where your product needs repair or replacement, even if it is no longer under warranty or the issue is not covered by the warranty. Whether your warranty has expired, or the damage is caused by incidents such as accidental damage or improper use, we are here to help.
How Much Will It Cost?
For out-of-warranty repairs or replacements, the cost will depend on the specific part or component that needs replacement. Below is a guide to our standard replacement costs:
| Item | Replacement Cost |
|---|---|
| Wooden Frame Structure (Non Foldable )- Maple | $890 - $980 |
| Wooden Cadillac Frame (Non Foldable) - Maple | $1200 - $1450 |
| Wooden Frame Structure (Non Foldable)- Oak | $680 - $890 |
| Wooden Cadillac Frame (Non Foldable) - Oak | $980 - $1100 |
| Wooden Reformer Frame (Foldable) - Oak | $570 |
| Wooden Reformer Frame (Foldable) - Maple | $680 |
| Footbar Metal Bar | $79 |
| Shoulder Rests | $35 |
| Push Bar (Wooden) | $35 |
| Whole Carriage | $190 - $370 |
| Cadillac Tower Poles | $560 |
| Push Bar (Not Wooden) | $35 |
| Rollers | $35 |
| Footbar Base | $60 |
| Ropes | $35 |
| Rope System | $120 |
| Springs | $24 each |
| Pull Bar Stick | $35 |
| Pulleys | $35 |
| Upholstery | $300 - $550 |
| Jump Board | $190 - $250 |
| Headrest | $45 - $78 |
| Rails | $45 - $67 each |
| Screws | $5 each |
| Bar Attachments | $25 each |
| Suspension Straps | $15 |
| Foldable Legs | $15 each |
| Stoppers | $15 each |
| Reglators | $15 each |
| Raisers | $20 - $35 each |
Price Flexibility
Please note that all prices listed are subject to change at any time. We continuously review and adjust our pricing to reflect market conditions and material costs.
How to Proceed
If you need assistance with replacing a part, please Contact PersonalHour Customer Support. We will guide you through the process and provide an accurate quote based on your specific needs.
Even if the damage is outside warranty coverage, our goal is to ensure you can continue enjoying your Pilates equipment for years to come.
Customer Care Commitment
At PersonalHour, we take pride in our commitment to customer care. Should your warranty be void, we encourage you to reach out to us regardless. Depending on the specific circumstances, we are willing—though not obligated—to provide assistance. Your satisfaction is paramount to us, and we aim to support you as best as we can.
Adaptability
PersonalHour reserves the right to modify these warranty terms at any time to remain responsive to the evolving needs of our customers. Any modifications will not affect warranties already in effect at the time of your purchase.
Governing Law
This warranty shall be governed by the laws of the state of Ohio, United States, with any disputes arising under this warranty to be resolved in accordance with the applicable jurisdictional regulations.
Empowering Your Practice
At PersonalHour, we are dedicated to supporting your Pilates journey through superior products and a warranty that empowers you. Your satisfaction is our priority, and we are here to ensure that your experience with PersonalHour is exceptional and rewarding.
Thank you for choosing PersonalHour. Together, let’s elevate your Pilates practice!
