Refund policy

Returns, Refunds & Order Cancellation Policy

At PersonalHour®, we are committed to providing high-quality Pilates equipment while maintaining transparency and protecting both our customers and our business. By placing an order, you acknowledge and agree to this policy in full, in addition to the PersonalHour® Purchasing Agreement.

Return Eligibility

Not all products are eligible for return or refund. Customers are responsible for reviewing eligibility before purchasing.

Products that are on-demand, custom-made, or Pilates reformers are non-returnable and are only covered under warranty. By purchasing these items, you acknowledge and accept that they cannot be returned under any circumstances unless explicitly approved in writing by PersonalHour®.

Order Cancellations

Orders may be canceled within 24 hours of purchase, subject to a minimum 3% processing fee to cover non-refundable transaction costs.

After 24 hours, cancellation requests are not guaranteed and depend on the production and fulfillment stage. If the order has entered production or processing, a cancellation fee of 10% to 30% or more may apply to recover incurred costs.

Orders that have been shipped, fulfilled, or assigned for shipment are not eligible for cancellation.

Installment-based orders cannot be canceled once processed. Any approved cancellation before shipment may still be subject to a minimum 10% fee, regardless of timing.

Shipping, Delivery & Delays

All delivery timelines are estimates only and are not guaranteed. Delays may occur due to manufacturing schedules, logistics providers, weather, or other factors outside of PersonalHour®’s control.

Such delays do not qualify for cancellation, refund, compensation, or chargeback. By purchasing, you agree to allow reasonable time for fulfillment and delivery.

Damage & Missing Items Reporting

Customers must inspect all shipments upon delivery.

Any visible damage must be noted on the carrier waybill before signing. Failure to document damage at delivery releases PersonalHour® from liability related to shipping damage.

After delivery, customers have 14 days only to report any damage, defects, or missing items. Failure to report within this timeframe constitutes full acceptance of the product as delivered.

Returns & Refunds

Eligible returns must be requested within 14 days of delivery and require prior written approval.

Customers are responsible for:

• All return shipping arrangements and costs
• Proper packaging and safe return of the product

Unauthorized returns will not be accepted under any circumstances.

Approved returns are subject to restocking fees between 25% and 40%, based on condition, handling, and associated costs.

Refunds, if approved, are limited and may be reduced to reflect:

• Original shipping costs (non-refundable)
• Handling and logistics costs
• Product condition upon return

PersonalHour® reserves the right to refuse returns that do not meet requirements.

Warranty & Repairs

Warranty coverage is limited to manufacturing defects only, as defined in our official warranty terms.

Any unauthorized repair, modification, or third-party service immediately voids all warranty and support obligations.

PersonalHour® is not responsible for any issues resulting from:

• Improper use
• Incorrect setup
• Unauthorized adjustments
• Third-party handling

Warranty does not entitle the customer to refunds, returns, or replacements unless explicitly approved.

Limitation of Liability

PersonalHour® shall not be liable for any indirect, incidental, or consequential damages, including but not limited to:

• Personal injury claims not directly caused by verified manufacturing defects
• Business interruption or loss of revenue
• Loss of clients or reputation
• Costs resulting from misuse or third-party involvement

All products are used at the customer’s own risk and responsibility.

Chargebacks & Disputes

Customers agree to contact PersonalHour® directly to resolve any issue before initiating a chargeback or dispute.

Unauthorized chargebacks or disputes without prior communication constitute a violation of this agreement and may result in:

• Denial of future service
• Recovery actions for associated costs, fees, and damages

Governing Law & Arbitration

Any dispute, claim, or controversy arising from or related to any purchase, product, or service shall be resolved exclusively through binding arbitration in the State of Ohio.

By purchasing, you agree to:

• Waive the right to a lawsuit or jury trial
• Waive participation in any class action
• Resolve all disputes individually through arbitration

Ohio law shall govern all matters, and the prevailing party shall be entitled to recover legal fees and costs.

Final Agreement

This policy, together with the PersonalHour® Purchasing Agreement, represents the full and binding agreement between the customer and PersonalHour®.

If any provision is found unenforceable, the remaining terms shall remain valid and enforceable.

PersonalHour® reserves the right to update or modify this policy at any time. Continued use of our products or services constitutes acceptance of any updates.