Refund policy

Some of our products are eligible for return and refund. (Please make sure your item is eligible for return, before you start the return process)

Return Window 

We have a 14-days return policy for eligible items, which means you have 14 days after receiving your item to request a return.

Reporting a Damage or Missing Pieces 

Please pay attention to check the status of the products and the number of pieces when the you sign for the products, if unfortunately damage and lost pieces occur, please make sure that the recipient notes on the front of the signed receipt slip to indicate that it is proposed within 3 days from the date of signature, proposed to facilitate our company to help the recipient submit a claim application.

Items Conditions 
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How to Start a Return 
To start a return, you can contact us at info@personalhour.com with your order number and the reason for the return, If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@personalhour.com.

Terms to accept the returns 

Damages and issues
Please inspect your order upon reception and contact us immediately (within 3 days) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Reasons for returns and replacements 
To accept the return and refund the item, the reason should be one of the below 

1- The item is damaged. (contact us within 3 days)

2- Received wrong item. 

We may accept other reasons, please contact us before start the return. 

Exceptions / non-returnable items

  • Certain types of items cannot be returned, like "On Demand" products and pilates equipments, perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
  • Unfortunately, we cannot accept returns on sale items or gift cards.
  • All clearness items and items bought through coupons are not refundable.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Order Cancellations 

You have up to 24 hours to cancel your order once placed. If the order is shipped, we don't accept cancellations. 

Pilates equipments orders can't be cancelled once the payments is confirmed. 

If the order is cancelled, we will refund the full amount minus payments handling fees.