Moveno provides a 60-Day Unopened-Product Guarantee and a separate resolution path for damaged, leaking, missing, defective, or incorrect items.

60-Day Unopened-Product Guarantee

• Applies to products purchased directly from the Moveno website.
• The request must be submitted within 60 days after delivery.
• The product must be unused, unopened, and have the safety seal and original packaging intact.
• Opened or used consumable products are not eligible for a change-of-mind or satisfaction refund.
• Original priority shipping, duties, and import charges are normally non-refundable.

Damaged, leaking, missing, defective, or wrong items

These are delivery or fulfillment issues, not change-of-mind returns. Opening the shipping box to discover a leaking or wrong item does not remove your right to ask for help.

Contact us within 14 calendar days and provide the order number, checkout email, a short description, and clear photos of the outer package, shipping label, affected product, and packing slip when present. Do not dispose of the item until we confirm that the evidence is sufficient.

Do I need to mail the product back?

Please contact Moveno before sending anything. Do not mail products to the business or supplier address. Because Moveno is a consumable product and international return shipping can exceed the recoverable value, approved claims are normally resolved without requiring the product to be mailed back. We may request reasonable evidence before approving a replacement or refund.

Available resolutions

Depending on the affected quantity and evidence, an approved claim can receive a replacement, partial refund, or full refund. Repeated, bulk, abusive, or payment-dispute cases can require additional review.

Refund timing

We normally review requests within 2 business days and issue an approved refund within 3 business days. After Shopify processes the refund, a bank or payment provider can take 5-10 business days to post it.