Refund policy
We want you to feel confident when shopping at Movely. This policy explains when and how eligible products may be returned.
Nothing in this policy excludes or limits rights that cannot legally be excluded under the laws applicable to you.
1. RETURN PERIOD
You may request a return within 30 calendar days after the product is delivered.
For orders delivered in multiple parcels, the return period for each product begins on the date that product is delivered, unless applicable law requires otherwise.
A return request must be submitted to contact@movelyshop.com before the 30-day period expires.
Mandatory cancellation, withdrawal, warranty, and consumer rights applicable in your country remain unaffected.
2. RETURN ELIGIBILITY
To qualify for a discretionary return, the product must generally be:
- Unused and unworn;
- Unwashed;
- Unmodified;
- Free from stains, odors, damage, hair, dirt, or wear;
- In the same condition in which it was received;
- In its original packaging;
- Accompanied by labels, accessories, manuals, and included items;
- Supported by valid proof of purchase.
Shoes must be tried on indoors on a clean surface. Shoes showing outdoor wear, dirt, creasing beyond reasonable indoor fitting, sole abrasion, or other signs of use may be refused.
Original shoe boxes and product packaging must not be used as the external shipping box. Labels, tape, or writing must not be placed directly on the original product packaging.
3. STARTING A RETURN
Before returning a product, email contact@movelyshop.com and provide:
- Your full name;
- Your order number;
- The item you wish to return;
- The reason for the request;
- Photos of the item and packaging, when requested.
If the return is approved, we will provide instructions and the applicable return address.
Do not send products to the address shown on the original parcel unless Customer Support expressly instructs you to do so.
Return addresses may vary according to the product, fulfillment location, and destination.
4. UNAUTHORIZED RETURNS
Products returned without prior authorization may:
- Be refused;
- Be returned to the sender;
- Experience substantial processing delays;
- Be ineligible for reimbursement.
Movely is not responsible for products sent to an incorrect or unauthorized address.
5. RETURN SHIPPING COSTS
When the return is caused by a change of mind, personal preference, incorrect size selected, accidental purchase, or another reason not attributable to Movely, the customer is generally responsible for return shipping.
The customer should use a trackable service and retain proof of postage.
Movely is not responsible for return parcels lost or damaged before reaching the designated return location.
If a product is confirmed to be defective, damaged before delivery, or different from the item ordered, Movely will provide an appropriate remedy and, where required, cover reasonable return costs.
Mandatory local rights take priority over this section.
6. ORIGINAL SHIPPING COSTS
Original shipping charges are generally non-refundable for discretionary returns.
However, original standard delivery charges will be refunded when required by applicable law, including qualifying exercises of statutory withdrawal rights.
Additional amounts paid for expedited, premium, or non-standard delivery may not be refundable beyond the cost of standard delivery, where permitted by law.
7. INSPECTION
Returned products are inspected after arrival.
We may reduce or refuse a discretionary refund if the product:
- Shows signs of use;
- Is damaged after delivery;
- Is incomplete;
- Is missing packaging or accessories;
- Has been washed or modified;
- Cannot be identified;
- Was returned outside the permitted period;
- Does not satisfy the conditions of this policy.
For statutory withdrawal rights, any deduction will be limited to what applicable law permits, including diminished value caused by handling beyond what is reasonably necessary to inspect the product.
8. REFUND PROCESSING
We will notify you after the return has been received and inspected.
Approved refunds will be submitted to the original payment method within 10 business days, and no later than required by applicable law.
Processing by your bank, card issuer, PayPal, or other payment provider may take additional time.
Movely does not control the time required by financial institutions to post a completed refund.
9. EXCHANGES
Eligible exchanges may be available, subject to inventory.
Because stock can change quickly, we may ask you to return the original item and place a new order instead of providing a direct exchange.
A replacement size or model is not reserved until confirmed by us.
10. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
Inspect your order promptly after delivery.
Contact contact@movelyshop.com if the item is:
- Damaged;
- Defective;
- Incomplete;
- Different from what you ordered.
Provide your order number and clear photos or videos showing the issue.
Do not wear, wash, repair, alter, or discard the product before receiving instructions.
Depending on the circumstances and applicable law, the remedy may include:
- Repair;
- Replacement;
- Partial refund;
- Full refund;
- Return at our expense;
- Another appropriate solution.
11. NON-RETURNABLE PRODUCTS
Unless defective or returnable under mandatory law, the following may not qualify for return:
- Gift cards;
- Digital products;
- Downloadable products;
- Personalized or custom-made products;
- Products clearly marked final sale, where legally permitted;
- Personal-care or hygiene-sensitive products after their seal is opened;
- Underwear or intimate items after their hygiene protection is removed;
- Perishable goods;
- Products that cannot be returned for health or hygiene reasons after unsealing.
Product-specific restrictions will be disclosed before purchase where required.
12. PROMOTIONAL ITEMS AND BUNDLES
If a product was purchased as part of a bundle, gift promotion, or quantity discount, all related items may need to be returned to receive a full refund.
If only part of a discounted bundle is returned, the refund may be recalculated based on the price the retained items would have had without the promotion, where permitted by law.
Free gifts associated with a returned purchase must also be returned unused. Otherwise, their stated or reasonable value may be deducted where legally permitted.
13. REFUSED AND UNCLAIMED PARCELS
Refusing delivery does not automatically constitute a valid return request.
Customers should contact us before refusing a package.
Costs arising from refusal, an incorrect address, failure to collect, or failure to cooperate with delivery may be deducted from a refund where permitted by law.
14. CHARGEBACKS AND PAYMENT DISPUTES
Contact contact@movelyshop.com before opening a payment dispute so that we have an opportunity to resolve the issue.
When a chargeback or payment dispute is open, we may be unable to issue a separate refund through the normal payment channel until the dispute is resolved or withdrawn.
This does not restrict your lawful right to dispute an unauthorized or unresolved transaction.
15. EUROPEAN UNION AND UNITED KINGDOM WITHDRAWAL RIGHTS
Where applicable, consumers in the European Union or United Kingdom may have a statutory right to cancel an online purchase without giving a reason.
To exercise that right, the customer must send a clear statement of withdrawal within the legally required period.
The customer may use the model cancellation form below, but its use is not mandatory.
MODEL CANCELLATION FORM
To: Movely
Email: contact@movelyshop.com
I hereby give notice that I withdraw from my contract of sale for the following goods:
Order number:
Products:
Ordered on:
Received on:
Customer name:
Customer address:
Date:
Signature, only if submitted on paper:
The customer must return the goods within the period required by applicable law after communicating withdrawal.
Unless Movely has agreed otherwise or the goods are defective, the customer may be responsible for the direct cost of returning the goods.
We may withhold reimbursement until we receive the goods or satisfactory evidence that they have been returned, where legally permitted.
16. CONTACT
Return and refund requests must be sent to:
Email: contact@movelyshop.com
Website: movelyshop.com