At PersonalHour, we want every customer to feel confident, informed, and supported with their purchase. Pilates equipment is a long-term investment, and while it requires specialized handling and shipping, we understand that in certain situations a return may be necessary.

This policy explains when returns are accepted, which products qualify for special return terms, how shipping and restocking are handled, and the steps required to initiate a return—so expectations are clear from the start.

Free Return Eligibility — Select Products Only

Some products are marked as “Eligible for Free Return.” This eligibility is always clearly stated on the product page.

What “Free Return” Means:

No restocking fee will apply if the product is returned in the same condition as shipped. Return shipping costs are not included and remain the customer’s responsibility. Original outbound shipping fees are non-refundable.

Conditions for Free Return Eligibility:

The return request must be submitted within 14 days of delivery.

The customer must arrange and pay for return shipping.

The product must be returned in its original packaging, following all packing instructions provided.

Each customer is eligible for one (1) free return per lifetime.

Products eligible for free return are not subject to restocking fees.

If a product is not marked as eligible, or if it is a custom color or on-demand order, the standard return conditions below apply.

Standard Return Conditions (Non-Free Return Items)

For products that are not eligible for free return, returns may still be considered under special circumstances and must be approved by our support team.

Customers are responsible for arranging and covering all return shipping costs. Pilates equipment is large, heavy, and requires professional handling, which makes shipping expensive. Return requests must be submitted within the timeframe approved by our team, and approved returns are subject to restocking fees.

Restocking Fees

For all approved returns that are not eligible for free return, a restocking fee ranging from 25% to 40% will apply.

The exact percentage is determined based on the condition of the equipment upon return, inspection and repackaging requirements, refurbishment costs if applicable, and original shipping and handling expenses. These fees ensure that returned equipment meets our quality standards before being made available to other customers.

When PersonalHour Covers Return Shipping

PersonalHour will only cover the cost of return shipping in the following limited cases:

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  The customer received the wrong product due to an error on our end
  
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  There is a verified manufacturing defect or issue that cannot be resolved by sending replacement parts or performing a repair
  

In all other situations—including preference changes, space concerns, or non-defective items—return shipping costs remain the customer’s responsibility.

Return Requirements

To be eligible for a return, all of the following conditions must be met:

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  The item must be in its original condition, unused, and in its original packaging
  
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  A receipt or proof of purchase is required
  

Returns that do not meet these requirements may be refused.

How to Initiate a Return

To request a return, please contact us at issue@personalhour.com with your order number and reason for return.

If your return request is approved:

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  We will provide detailed return shipping instructions
  
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  Customers are responsible for arranging and paying for return shipping
  
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  Pre-paid return labels are not provided
  

Items returned without prior authorization will not be accepted.

Refund Processing

Once we receive and inspect the returned item, and if the return is approved:

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  A 75% refund will be issued to the original payment method
  
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  Refunds may take up to 7 business days to appear in your account, depending on your payment provider
  

Shipping fees are non-refundable.

Warranty & Product Support

All PersonalHour equipment is covered under a comprehensive warranty that protects against manufacturing defects.

If you experience a functional or structural issue, our team will evaluate the concern and repair or replace components in accordance with our warranty terms. Warranty service is separate from return eligibility and remains valid regardless of whether a return is approved. Many issues can be resolved without requiring a return, and we encourage customers to contact us as soon as a concern arises.

Why Return Shipping Is Not Covered for All Items

Shipping Pilates equipment is uniquely complex. These products are oversized, heavy, and require careful, protective handling to prevent damage. As a growing business focused on delivering high-quality equipment at fair and transparent pricing, we are not able to absorb return shipping costs universally without increasing prices for all customers.

Our approach allows us to continue offering strong value while providing support where it is most appropriate.

Important Notice

At PersonalHour®, we take great pride in offering high-quality products at competitive prices. To keep our pricing accessible, we often subsidize shipping costs or offer free shipping whenever possible.

Please be aware of the following:

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  Unforeseen delays in shipping or production may occasionally occur. If this happens, we ask that you contact us directly for updates before taking further action.
  
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  Initiating a chargeback without prior communication, or issuing threats against our business, will result in escalation through the Consumer Trust Score process.
  

We are a small business dedicated to making Pilates more accessible. Your patience, communication, and cooperation help us continue improving and providing better service to our customers.

We’re Here to Help

Our team is always available to help you confirm return eligibility, understand shipping and setup requirements, and choose the right equipment for your space and goals. We encourage you to contact us before placing your order—or at any point afterward—so we can provide personalized guidance and resolve concerns efficiently.

PersonalHour™ Legal & Customer Support Team