Refund policy
14-Day Refund & Exchange Policy
This return policy complies with the EU Consumer Rights Directive (2011/83/EU) and applies to all orders placed within the European Union.
At Moovyn, we want you to be fully satisfied with your purchase. You may return or exchange products within 14 days of delivery for a refund or replacement.
Refunds will only be issued once the returned item has been received and inspected at our warehouse. We do not process refunds before the returned product is received.
Eligibility & Important Notes:
- Returns must include all original accessories and components.
- Products must be returned in their original packaging.
- Items must have been handled or tried on only to the extent reasonably necessary to assess the product's nature, characteristics, fit, and functionality.
- Items must show no signs of wear, use, washing, alteration, or damage beyond what would reasonably occur when inspecting or trying on the product in a physical retail store.
- Customers are responsible for return shipping costs to our US-based warehouse. Moovyn does not provide prepaid return labels.
- For returns unrelated to product quality, applicable shipping costs will be the customer’s responsibility.
- Products that do not meet the return requirements may be refused.
How to Initiate a Return or Exchange:
- We only process return and exchange requests for purchases made directly through the official Moovyn website.
- For purchases made through third-party platforms, customers must follow the return and refund procedures established by the respective platform.
- To request a return or exchange, please contact our customer service team at:
support@moovynstore.com
- Once your request has been reviewed and approved, you will receive a return form and detailed instructions, including the return address for our US-based warehouse.
- Please note that returns sent without prior authorization may not be accepted.
Refund Process
- After the returned product has been received and inspected at our warehouse, the refund will be issued to the original payment method.
- Refunds made to credit or debit cards generally take up to 10 business days to appear on the customer’s statement, depending on the cardholder’s bank.
- Refunds made through PayPal or other payment providers will be processed according to the provider’s own processing times.
- For purchases made through installment payment providers such as Shop Pay, Afterpay, or Affirm, the applicable repayment schedule will be adjusted directly by the payment provider.
- Refunds for purchases made using a gift card will be credited back to the customer’s Moovyn Gift Card balance.
Exchanges:
- If the size you ordered does not fit as expected, you may request a size exchange within 14 days of delivery, provided the requirements below are met.
- Each product page contains a detailed size chart with measurements in centimeters, as well as instructions on how to measure correctly. Customers are responsible for reviewing the size information and selecting the appropriate size before placing an order.
Exchange Eligibility:
- Exchange requests must be submitted within 14 days of delivery.
- Products must be unused, unworn, and returned in their original packaging.
- All original accessories and components must be included.
- Items must be in resalable condition.
- Exchanges are subject to the same return procedure and inspection requirements.
- Customers are responsible for return and exchange shipping costs unless the exchange is required because the item is defective, damaged, or incorrect.
Address Accuracy & Delivery Responsibility:
- Customers are responsible for providing a complete and accurate shipping address when placing an order.
- Moovyn is not responsible for orders that are delayed, lost, or returned because of incorrect or incomplete address information supplied by the customer.
- If a package is returned because of an incorrect or incomplete address, any reshipping costs will be the customer’s responsibility.
- If the package cannot be recovered due to an incorrect address, Moovyn will not be able to provide a refund or replacement.
- If your order is marked as delivered but you have not received it, please first check with your local carrier, neighbors, or building management before contacting us.
- Once the carrier has officially marked the package as delivered, responsibility for the package transfers to the customer.
Order Cancellation
- Order cancellations must be requested within 24 hours of purchase by contacting us at support@moovynstore.com.
- If the cancellation is requested within 24 hours of purchase, the order will be canceled and the refund will be issued immediately to the original payment method.
- If more than 24 hours have passed, customers may still exercise their applicable right of withdrawal within the legally required 14-day period. However, the refund will not be issued immediately.
- After the 24-hour cancellation period, customers must wait for the order to be delivered and then return the product in accordance with our return policy.
- Once the returned product has been received and inspected, the refund will be issued to the original payment method, subject to the applicable return conditions.
To request a cancellation, please contact:
support@moovynstore.com
All approved refunds will be issued to the original payment method.
Delivery Guarantee:
All of our shipments are fully insured for your protection. If your product is lost or goes missing during transit, we will send a replacement at no additional cost to you. If your order exceeds the delivery timeframe stated in our shipping policies by more than 15 business days, you will be entitled to a full refund. We are committed to ensuring a safe and reliable delivery experience for every customer.
Contact Us
If you have any questions regarding returns, exchanges, cancellations, or refunds, please contact our customer service team at:
support@moovynstore.com