Refund policy
Last updated: July 28, 2026
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 completely satisfied with your purchase. You may return or exchange eligible products within 14 days of delivery for a refund or replacement.
Refunds are only issued after the returned item is received and inspected at our warehouse. We do not issue refunds without receiving the returned item.
Eligibility & Notes
- Returns must include all original accessories.
- Items must be returned in their original packaging whenever possible.
- Customers may inspect and try the product as they would in a physical retail store. However, products showing clear signs of excessive use, damage, misuse, or alteration may be subject to a partial refund reduction according to the diminished value of the item.
- Customers are responsible for all return shipping costs to our US-based warehouse unless the item is defective, damaged, or incorrect.
- Moovyn does not provide pre-paid return shipping labels unless required by applicable law.
-For defective, damaged, incorrect or non-conforming products, we will provide the remedies required by applicable consumer protection law. Moovyn will refund the full cost of the product, including standard shipping costs, typically within 5–10 business days after inspection.
- For returns made under the EU statutory right of withdrawal, we will issue the reimbursement without undue delay and no later than 14 days after receiving your withdrawal request. We may withhold the reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.
- After notifying us of your decision to withdraw, you must send the goods back without undue delay and no later than 14 days from the date on which you communicated your withdrawal.
- For valid withdrawals under EU consumer law, we will refund the original standard delivery cost paid for the order.
- Additional charges for express or upgraded shipping methods are non-refundable.
- No fee applies to returns involving defective, damaged, or incorrect items.
- If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics, and functioning, we may apply a deduction to the refund amount to reflect any resulting loss in value caused by such handling, where permitted by law.
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How to Initiate a Return or Exchange
We only handle return requests for purchases made directly through the official Moovyn website.
For orders from other platforms, please follow the respective platform’s return process.
To initiate a return or exchange, please contact our customer service team at:
After your request is reviewed, you will receive a return form along with instructions, including the return address of our US-based warehouse.
Please note: Returns sent without prior authorization may not be accepted.
Refund Process
Once your returned product is received and inspected at our warehouse, we will process your refund to the original payment method.
- Refunds for credit/debit cards typically take 5–10 business days to appear on your statement.
- Refunds for PayPal or other payment methods will be processed according to the provider’s schedule.
- For returns involving installment payments (Shop Pay, Afterpay, Klarna, Affirm), your repayment schedule will be adjusted accordingly by the provider.
- Refunds for gift card purchases will be credited back to your 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, under the conditions below.
Each product page includes a detailed size chart with exact measurements in centimeters, along with guidance on how to measure correctly. Customers are responsible for selecting the correct size before placing an order. Size charts are provided to help customers select the most suitable size. However, this guidance does not limit any statutory right of withdrawal or other mandatory consumer rights.
Eligibility
- Exchange requests must be made within 14 days of delivery
- Items must be returned in good condition. Items may be inspected and tried on only to the extent reasonably necessary to establish their nature, characteristics and fit, as would normally be permitted in a physical retail store. Footwear should be tried on indoors on a clean surface to avoid unnecessary wear or damage.
- All accessories must be included
- Items should be returned in their original packaging whenever possible
Exchanges follow the same process as returns.
Customers are responsible for all exchange shipping costs unless the exchange is due to a defective, damaged, or incorrect item.
Address Accuracy & Delivery Responsibility
Customers are responsible for providing a complete and accurate shipping address at checkout.
Moovyn is not responsible for orders delayed, lost, or returned due to incorrect or incomplete address information provided by the customer.
If a package is returned due to an address issue, reshipping costs will be the customer’s responsibility.
If an order cannot be delivered because the customer provided materially incorrect or incomplete address information, the customer may be responsible for reasonable reshipping or return costs. Any refund will be assessed based on whether the parcel is returned to us, the costs actually incurred and the requirements of applicable consumer protection law.
If your order is marked as delivered but not received, please check with your local carrier, neighbors, or building management before contacting us. If you are still unable to locate the package, please contact us promptly. We will review the tracking information and open an investigation with the carrier where appropriate. A carrier status showing “delivered” will be considered together with all available delivery evidence and will not automatically prevent a valid claim.
Risk of Loss During Delivery, We remain responsible for the goods until they are delivered to you or to a third party designated by you, except where you independently arrange delivery through a carrier not offered by us.
Order Cancellation
Orders may be cancelled within 24 hours of purchase.
Order Cancellation Before Dispatch
You may request cancellation before your order has been dispatched. We will make reasonable efforts to process the request, but cancellation cannot be guaranteed once fulfilment has begun.
If the order has already been dispatched, eligible customers may exercise their statutory right of withdrawal after receiving the goods.
To request cancellation, please contact:
After this period, orders may already be in processing and cancellation may no longer be possible.
If the order has already been processed or shipped, the customer must wait for delivery and follow the standard return procedure in accordance with this policy and applicable consumer protection laws.
Refunds will be issued to the original payment method.
Model Withdrawal Form
Complete and send this form only if you wish to withdraw from the contract:
To: BlueSphere LLC, doing business as Moovyn
Email: support@moovynstore.com
I hereby give notice that I withdraw from my contract of sale for the following goods:
Order number:
Product(s):
Ordered on:
Received on:
Customer name:
Customer address:
Date:
Use of this form is optional. You may notify us of your decision to withdraw through any clear statement sent to support@moovynstore.com.
Contact Us
For questions about returns, exchanges, or refunds, please contact
Seller:
BlueSphere LLC
Doing business as Moovyn
Sheridan, Wyoming, United States
Email: support@moovynstore.com