RETURN POLICY

This policy covers how MOVENTAO handles cancellations, returns, and refunds — including who does what, when, and why.

Cancel Before Dispatch

You may cancel an order only if it has not yet entered production or been dispatched. MOVENTAO issues a full refund for successfully cancelled orders. You must request cancellation before dispatch. Once an order is in transit, cancellation is not possible.

Return Undamaged Items Yourself

You may return items within 14 days of receipt. MOVENTAO accepts returns only if the item is unused, in original packaging, and accompanied by a receipt or valid proof of purchase. You are responsible for initiating contact with support to obtain the correct return address. Do not send items to the manufacturer.

Return Damaged, Faulty, or Incorrect Items

MOVENTAO covers all return shipping costs for items that arrive damaged, faulty, or incorrect. You must contact cs@moventao.com before returning such items to receive the authorized return address and instructions. Returns under this condition are exempt from customer-paid shipping fees and restocking charges.

Process Your Refund

MOVENTAO processes refunds after receiving and inspecting your returned package. You will receive an email confirmation once approval is granted. Refunds are issued to the original payment method. Funds typically appear in your account within 7 business days — subject to processing timelines set by your financial institution.

Resolve a Late Refund

If your refund has not posted within the expected timeframe, follow this sequence:

1. Review your bank or credit card statements.
2. Contact your card issuer to confirm posting status.
3. Contact your bank to verify internal processing delays.
4. If all three steps are complete and no refund appears after 10 business days, reply to your confirmation email with 'REFUND ESCALATION' in the subject line.