Refund policy
How to Know if the Item is Eligible for Return
Look for "Eligible for Return" tag next to the price. And you can start a self return from your "Order Management" area.All on-demand, custom made, and Pilates reformers machines cannot be returned, however they are under warranty.
Order Cancellations
You have up to 24 hours to cancel your order once it has been placed. Please submit your request in writing to notifactions@personalhour.com including the order number, product, and your contact information.
Some items can be canceled after 24 hours. Contact us for details. If the product is in production, you may be subjected to a 20%-50% restocking fee depending on how far along your item is in the manufacturing process.
Orders cannot be canceled after they've been shipped.
If your order is eligible for a refund, you may be responsible for shipping costs and credit card processing fees.
Installments orders are not eligible to be cancelled once processed, cancelling the installment order after placed is subject to 10% cancellation fees, even before 24 hours.
Reporting a Damage or Missing Piece
Before accepting delivery, please ensure that all packages listed on the waybill have been delivered.
Note any damage to the outer box on the waybill before signing. We are not responsible for damage to your order that was not reported and noted on the waybill. However, we may facilitate filing a claim with the shipping company.
After you open the package, please check carefully for damage or missing pieces (Your have up to 14 days to report a damage or missing pieces). We are happy to replace or repair any damaged items, and send missing pieces.
You can always contact us for any return question at info@personalhour.com
Returns and Refunds
If you have an item that is eligible for return, you have 14 days after receiving your undamaged item to request to return it for any reason.The item must be in the same condition that you received it, unused, and with its original packaging.
You’ll also need the receipt or proof of purchase.
To start a return, contact us at info@personalhour.com with your order number and the reason for the return. If your return is authorized, we’ll send you instructions on how and where to send your package.
You are responsible for paying the return shipping fee. We do not provide pre-paid shipping labels.
Items sent back to us without authorization will not be accepted.
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically
refunded on your original payment method. Please remember it can take up to 7 days for your bank to process and post the refund to your account.
Revised July 7, 2023