PersonalHour Limited Warranty Terms

PersonalHour Pilates Equipment Warranty Policy

Overview At PersonalHour®, we take pride in the quality and craftsmanship of our trademarked Pilates reformers. Every piece of equipment undergoes thorough inspection to ensure it is defect-free, offering:

• Smooth carriage glide
• Secure and adjustable foot bar
• Solid, stable frame
• Safe, properly tensioned ropes
• Calibrated springs tested within recommended weight limits

📞 Ongoing Support

Even beyond warranty, we offer free issue consultation calls. Book your session here: Order Issue Support Call

🚚 Arrival to Day 3: Shipping Warranty

Coverage: Safe delivery without missing or damaged parts.

• Action Required: Customer must report any shipping-related issues within 3 business days.
• How to Report: Email issue@personalhour.com with subject: [Urgent][Shipping Issue][Order Number].
• Resolution: Immediate replacement of parts or full reshipment, if required.

✅ First 14 Days: Comprehensive Equipment Check

We recommend verifying the following:

• All parts received (springs, ropes, bolts, etc.)
• Correct model and color
• Carriage moves smoothly
• Springs are squeak-free and properly tensioned
• Rope system tight and adjustable
• Stable shoulder rests and headrest
• Frame scratch/dent free
• Rail straight and undamaged
• Adjustable foot bar and raisers are secure
• Test usability via PersonalHour app

Action Required: Report issues via issue@personalhour.com with subject: [First 14 Days][Issue][Order Number]

🛠️ First 30 Days: Mechanical Support

Covered issues:

• Carriage movement issues (wheels/spring alignment)
• Raisers or rope system malfunctions
• Bent/stuck foot bar
• Rail damage under normal use
• Jumpboard failure if correctly installed

Resolution: Free parts and shipping for validated claims. How to Report: Email with subject: [First Month][Issue][Order Number]

🔧 First 6 Months: Extended Component Coverage

We will replace the following at no cost (parts + shipping):

• Carriage wheels
• Rails
• Foot bar parts
• Broken raisers or rope regulators

Email subject line: [First 6 Months][Issue][Order Number]

🛡️ First Year: Frame & Component Coverage

• Coverage includes everything in the 6-month tier.
• We cover parts cost; customer is responsible for shipping.

🕰️ 2 to 10 Years: Frame Warranty

Our reformers are built for lifetime use. Coverage includes frame integrity under standard use:

• Metal Frames: 2 years
• Oak Foldable: 3 years
• Maple Foldable: 4 years
• Oak Stationary: 6 years
• Maple Standard Cut (Stationary): 8 years
• Maple Premium Cut (Stationary): 10 years

Note: Frame only, customer pays shipping.

❌ What’s Not Covered

• Cosmetic damage (scratches, stains)
• Wear-and-tear
• Misuse of jump-board
• Improper use of the reformer or any of its accessories
• Rope wear due to usage

🔁 Support Outside Warranty

We offer discounted part replacements and repairs:

• Carriage: Order here
• Springs: Order here
• Upholstery: Contact us to order (custom) 
• Jumpboard: Contact us to order
• Frames:  : Order here 
• All parts can be replaced, contact us to help you getting the right parts. 

🧾 Terms & Conditions

• Effective Date: Date of delivery
• Parts Replacement: Only defective part will be replaced
• No Warranty Reset: Original invoice date applies
• No Transfer: The warranty is only valid for the original purchase at the original shipping address
• Maintenance Required: Lack of maintenance voids warranty
• Unauthorized Repairs: Will void warranty
• Warranty Ends: Based on original purchase, not repair date
• Proof Required: Submit proof of purchase, photo/video, and description

⚖️ Legal & Compliance

• Governing Law: State of Ohio, USA
• Limitations: PersonalHour not liable for incidental/consequential damages
• Modifications: Terms subject to change without affecting current warranties

💬 Final Word

At PersonalHour, our mission is to support your Pilates journey — with reliable equipment, dedicated service, and long-term care.

If you need help at any stage, email: issue@personalhour.com

Thank you for choosing PersonalHour — where practice meets precision