PersonalHour Return Policy
Returns, Shipping & Customer Support
At PersonalHour, we want every customer to feel informed, supported, and confident in their purchase. Pilates equipment is a long-term investment, and because reformers require specialized freight handling and protective shipping, returns work differently than standard retail products.
This page explains return eligibility, free return conditions, shipping responsibilities, restocking fees, warranty support, and the process required to request a return.
Free Return Eligibility
Select PersonalHour products may qualify for Free Return eligibility. If applicable, this will always be clearly stated on the product page.
- No restocking fee for eligible approved returns
- Customer remains responsible for return shipping costs
- Original outbound shipping fees are non-refundable
- Return request must be submitted within 14 days of delivery
- Product must be returned in original packaging and condition
- One free-return eligibility per customer lifetime
Standard Return Conditions
Products not marked as eligible for free return may still qualify for return review under special circumstances and require approval from our support team.
- Customers are responsible for arranging return shipping
- Freight shipping costs for Pilates equipment can be significant
- Approved returns may include restocking fees
- Custom colors and on-demand orders may have additional limitations
Why Restocking Fees Exist
Pilates reformers are oversized professional equipment that require freight transportation, inspection, repackaging, handling, and in some cases refurbishment before resale.
- Approved non-free returns may include a 25% to 40% restocking fee
- Fees vary based on condition, handling, and inspection requirements
- Outbound shipping and third-party services are non-refundable
- In-home delivery and assembly services are non-refundable once completed
When PersonalHour Covers Return Shipping
PersonalHour may cover return shipping only in limited verified situations.
- The wrong product was shipped due to our error
- A verified manufacturing issue cannot reasonably be repaired or resolved
In all other situations, including preference changes, sizing concerns, space limitations, or non-defective products, return shipping remains the customer’s responsibility.
Return Requirements
To qualify for return review, products must meet all applicable return requirements.
- Item must remain in original condition
- Original packaging is required
- Proof of purchase or receipt is required
- Return authorization must be approved before shipping
Unauthorized returns may be refused.
How to Request a Return
To request a return, contact PersonalHour with your order number and reason for the request.
- Email: issue@personalhour.com
- Include photos if applicable
- Wait for return authorization before shipping anything back
- Prepaid return labels are not provided
Once approved, our team will provide return instructions and additional guidance.
Warranty & Product Support
PersonalHour products include warranty coverage for eligible manufacturing-related concerns according to the applicable warranty terms.
- Many issues can be resolved with replacement parts or support guidance
- Warranty service is separate from return eligibility
- Customers are encouraged to contact us as soon as a concern arises
- Our goal is to resolve issues efficiently whenever possible
Why Return Shipping Is Not Universally Free
Pilates reformers are large, heavy, and expensive to transport safely. Freight shipping requires specialized handling, protective packaging, warehouse coordination, and logistics support.
Instead of increasing product pricing for all customers, PersonalHour works to keep pricing more accessible while offering support where appropriate.
We’re Here to Help
Our team is available to help you understand shipping requirements, product dimensions, return eligibility, setup considerations, and warranty support before and after your purchase.
issue@personalhour.comPersonalHour® Customer Support Team
Return Policy FAQ
Can I return a Pilates reformer?
Some PersonalHour products may qualify for return eligibility depending on the product type, condition, timing, and applicable policy terms. Return approval is required before shipping any product back.
What does “Eligible for Free Return” mean?
Eligible products may qualify for return without a restocking fee if the return conditions are fully met. Return shipping costs and original outbound shipping costs are still the customer’s responsibility.
Do customers pay for return shipping?
Yes. In most situations, customers are responsible for arranging and covering return shipping costs due to the size and freight requirements of Pilates equipment.
Why are restocking fees charged?
Restocking fees help cover inspection, freight handling, repackaging, storage, refurbishment, and logistics costs associated with returning large Pilates equipment.
What products are not eligible for standard return terms?
Custom colors, on-demand production orders, used equipment, damaged items, and products not returned in original condition may not qualify for standard return approval.
Can I return a product without the original packaging?
Original packaging is generally required because Pilates reformers require protective freight packaging for safe transportation and inspection.
What if my product has a manufacturing issue?
Customers should contact PersonalHour support as soon as possible. Many concerns may be resolved through warranty support, replacement parts, or repair assistance without requiring a full return.
How long does refund processing take?
Approved returns require inspection after arrival. Review, inspection, and refund processing may take up to 20 business days after the returned equipment is received.
Are shipping fees refundable?
Original outbound shipping fees and completed third-party services are generally non-refundable according to policy terms.
How do I start a return request?
Email issue@personalhour.com with your order number, product details, and reason for the request. Our support team will guide you through the next steps if the return qualifies for review.
