Return Policy
Important: Please read our return policy carefully. No exceptions will be made, as you agreed to the terms at the time of purchase.
Returns:
- Timeframe: You have 14 days from the date of receiving your product to initiate a return. If 14 days have passed, we unfortunately cannot offer a refund or exchange.
- Conditions: Returned items must be in the same condition as when you received them, unused, and in the original packaging. For products where hygiene is important, they must be thoroughly cleaned before the return process begins.
- Exclusions: Due to hygienic reasons, some products cannot be returned, including underwear, lingerie, tights, and certain personal care items.
Initiating the Process
To return a product, please email us at info@movena.nl with your order number, reason for return, any relevant photos if the product is damaged, and your contact details.
Refunds:
- Procedure: After we receive and inspect your return, we will email you to confirm approval or rejection of your refund. If approved, your refund will be automatically applied to your credit card or original payment method within 30 days.
- Late or Missing Refunds: If you have not received your refund after 30 days, first check your bank account. If it’s still missing, please contact us at [webshop email].
Costs:
- Return Shipping Costs: Customers are responsible for return shipping costs. We recommend using Track & Trace, as we are not responsible for lost returns. The return shipping destination is China, with costs starting at €20, which are borne by the customer.
Exceptions:
- Defective or Incorrect Products: If you receive a defective or incorrect item, we will send a replacement at no cost. If the issue persists on the second delivery, you will receive a full refund.
Order Cancellation:
Orders cannot be canceled once they are placed due to our automated system. For questions or more information about our return policy, please feel free to contact us at support@froofi.com