At PersonalHour, we understand that circumstances may change, and you may need to cancel an order. However, due to the significant costs associated with processing, handling, and initiating production of Pilates equipment, we have established the following guidelines to ensure transparency and fairness for both our business and our customers.
24-Hour Cancellation Window
You may cancel your order within 24 hours of placing it. To request a cancellation, please submit a written request via email to issue@personalhour.com, including:
- Your order number
- The specific product(s) you wish to cancel
- Your full contact information (name, email address, and phone number)
This 24-hour window allows us to halt processing before significant costs are incurred. We strongly recommend reviewing your order confirmation immediately to ensure all details are correct and that you are satisfied with your purchase.
Update Effective January 28, 2025:
Due to payment processing fees, any order paid using MasterCard, Visa, American Express, or PayPal will be subject to a 2.9% cancellation fee, even if canceled within 24 hours. This fee is imposed by the payment provider and applies to all orders placed on or after January 29, 2025.
Cancellations After 24 Hours
If more than 24 hours have passed since you placed your order, cancellation may still be possible, but with additional conditions. Please contact our customer service team for specific details regarding your order.
Key Considerations:
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Production Stage: If your order has already entered production, a restocking fee of 20% to 50% may apply, depending on how far along it is. This fee covers material, labor, and other production costs already allocated to your order.
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Non-Cancellable Orders: Custom-made or personalized items may not be eligible for cancellation after the 24-hour window, as production may begin immediately upon ordering. Our team will confirm if your order falls into this category.
Orders in Transit
Once an order has been shipped, it cannot be canceled. At this stage, all shipping and handling processes have been finalized. If you wish to return the item, please refer to our Return Policy for further instructions.
Refund Eligibility
If your order is eligible for a refund after cancellation, the following costs may be deducted from your refund:
- Shipping Costs: Any shipping expenses incurred by PersonalHour in processing your order.
- Payment Processing Fees: Credit card or payment processing fees may also be deducted, as these are non-refundable charges imposed by the payment provider.
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 cannot be canceled, even if the request is made within the initial 24-hour period.
- Cancellation Fees: Canceling an installment order after it has been placed will result in a 10% cancellation fee, regardless of when the request is made.
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 fairness and protect both parties.
PersonalHour reserves the right to modify or update this policy at any time. It is the customer’s responsibility to review the policy before placing an order.
If you have any questions or concerns, or need assistance with a cancellation request, please contact our customer service team. We are here to assist you and will do our best to accommodate your needs within our policy framework.
📩 Contact: issue@personalhour.com
Thank you for choosing PersonalHour. We appreciate your business and look forward to providing you with high-quality Pilates equipment and service.
