Returns and Refunds

At moovinQ, we pride ourselves in making every effort to create and develop long-standing relationships with all our customers and business partners.

We can only accomplish this mission when our customers feel happy with the products they buy from our platform.

To this end, we guarantee to exchange any item(s) you might not be entirely satisfied with, or in the worst of cases, we will reimburse your money.

Exception

Keep in mind that certain products are not allowed to be returned, mainly for hygienic reasons (as in the case of undergarments or cosmetic products).

Also, perishable goods and services are exceptions.

However, our commitment to meet all our obligations towards our customers still stands. 

Damaged goods

If you’ve received a damaged or defective product, you are entitled to a refund through a devolution protocol.

Standard refund/devolution protocol

It is of critical importance that you follow the exchange/refund protocol appropriately. Begin by placing the due Return request in the -Account- section to start the process.

• You have a period of 30 days after your order is delivered to decide if your purchase is 100% satisfactory. 
• If that were not the case, you may return this item(s) by contacting with our technical support, specifying if you would like an exchange or if you prefer to apply for a refund.
• According to the type of product, you may need to send a picture of the damage, or the product itself (for valuable products).
• Every item submitted for an exchange/refund must include its original package, along with all its tags and labels. Avoid attaching any note or adhesive tape to the item's original package.

Returned products must be unworn and unaltered in any way, shape, or form. Also, make sure you include your proof of purchase.

• If you apply for a refund (and this proceeds), we will reimburse you within the next 14 business days. This refund will be issued automatically to your account in whatever payment method was used to place the original purchase order.
• Note that if the item you are placing for a refund was a gift. We will send the refund to the original buyer.
• You may need to assume shipping costs.

When the reasons for starting the refund process were different than the product arriving damaged or defective in any way, moovinQ will not refund shipping or any other expenses: Only the cost of the item(s).

We wish to apologize in advance for any inconvenience this might cause.

Cancelations

Cancelation period after an order is set is frankly short as orders are processed as soon as possible. If you call and the cancelation period is over, kindly refer to the devolution/refund protocol.

Refund policies

• Pick up

It’s when the article is available in a near-by pick up store. The goods can’t be refunded or exchanged without the devolution of the previous good, and this return must occur within a week.

Kindly check if your product falls within this category an avoids inconveniences.

• Send to store

If you prefer to ship the goods to a pick-up store, you must consider:

1. If your delivery was on time, shipping costs are on you.
2. Forgotten goods are subject to up to 80% of re-stocking expenses.

Kindly contact our customer service for further information.