Moveno includes a 60-Day Satisfaction Money-Back Guarantee for eligible direct purchases. This page explains when to contact us, what information is needed, and how the refund amount is calculated.
Start an eligible satisfaction request within 60 days after delivery.
Report damaged, leaking, defective, incorrect, or missing items within 14 calendar days.
See the product refund and delivery-cost deduction for each offer below.
Contact us first and wait for the next-step instructions for your case.
Which situation applies?
Contact us within 60 days after delivery. Eligible requests receive the product refund shown below; original outbound delivery costs are not refunded.
Stop use and contact us within 60 days. We review the order, product, use details, and supporting photos. The satisfaction refund calculation applies when approved.
Contact us within 14 calendar days after delivery. If Moveno confirms the issue, we may replace the affected item or refund it without a delivery-cost deduction.
Contact us after the expected delivery window. After the carrier review confirms non-delivery, we may replace or refund the order without a delivery-cost deduction.
If support can stop the order before processing, the canceled amount is refunded in full. Once processing begins, cancellation is not guaranteed.
Contact us immediately. Delivery costs already incurred are not refundable. Any remaining refund depends on whether the parcel can be recovered.
Who is eligible for the 60-day guarantee?
- The product was purchased directly from the Moveno website.
- The request is submitted within 60 days after the recorded delivery date.
- You provide the order number and the email address used at checkout.
- The request is from the original purchaser and is limited to one satisfaction claim per customer, household, payment method, and delivery address.
- No more than one jar from a multi-jar order has been opened; the remaining jars must be unopened.
- The order was used personally and was not purchased for resale, bulk redistribution, or abnormal use.
A satisfaction request is not eligible when
- the request is submitted more than 60 days after delivery;
- the product was purchased through another seller or marketplace;
- the purchase cannot be verified;
- all jars in a multi-jar order have been opened or used;
- the request duplicates a previous satisfaction claim connected to the same customer, household, payment method, or address;
- the order involves resale, bulk purchasing, misuse, fraud, an abusive pattern, or a refund already obtained through a payment dispute; or
- a later subscription renewal is presented as a new first-order trial.
What to include with your request
Order number, checkout email, a short explanation, a current photo of the product, and one photo showing all jars received in a bundle.
Order number, checkout email, photo of the affected area, photo of the product and batch details, first-use date, frequency, application area, timing of the reaction, and any other product used on the same area.
Order number plus clear photos of the outer parcel, shipping label, product received, affected item, and quantity.
For a skin reaction, the information helps us review the request and does not replace medical advice or require a medical certificate.
Do not send anything back unless Moveno Support has reviewed your request and provided return instructions.
One-time purchase refund amounts
For an approved satisfaction or reaction request, the original outbound delivery cost is excluded from the refund. The deduction is applied once per order, not once per jar.
| Offer | Amount paid for products | Outbound delivery excluded | Product refund |
|---|---|---|---|
| 1 jar | $39.99 | $9.99 paid at checkout | $39.99 |
| 3 jars | $79.98 | $18.99 | $60.99 |
| 5 jars | $119.97 | $25.99 | $93.98 |
First subscription delivery refund amounts
Subscription delivery may be free at checkout, but the outbound delivery cost has still been incurred. The first eligible subscription delivery can be reviewed once under the guarantee.
| First subscription delivery | Amount paid | Outbound delivery excluded | Product refund |
|---|---|---|---|
| 1 jar | $33.99 | $10.99 | $23.00 |
| 2 jars | $55.98 | $14.99 | $40.99 |
| 3 jars | $68.97 | $18.99 | $49.98 |
| 4 jars | $75.96 | $22.99 | $52.97 |
If Moveno confirms damage, leakage, defect, an incorrect item, missing quantity, or non-delivery, the affected resolution is handled separately and the satisfaction-delivery deduction above does not apply.
Any applicable tax adjustment follows the checkout platform and local rules. Support will confirm the final approved amount before processing it.
Subscription orders
- The first eligible subscription delivery may be reviewed once under the 60-day guarantee.
- Applying for the guarantee does not automatically cancel the subscription.
- Canceling stops eligible future renewals only; it does not automatically refund an order already charged or processing.
- A later renewal does not create a new first-order satisfaction guarantee.
- If a renewal has just been charged, contact support immediately. Once processing or shipment begins, cancellation or refund is not guaranteed.
- Confirmed damage, leakage, defect, incorrect items, missing quantity, or non-delivery remain covered by the separate order-issue process.
Address errors, refused delivery, and unclaimed parcels
Check the delivery address carefully before submitting the order. If an error is found, contact support immediately. We cannot guarantee an address change after processing begins. For an address error, refused delivery, or unclaimed parcel, delivery costs already incurred are not refundable. If the parcel can be recovered, support will confirm any remaining eligible refund; an unrecoverable parcel is not guaranteed a full refund.
Review and refund timing
- We normally review a complete request within 2 business days.
- Once approved, Moveno normally issues the refund within 3 business days.
- The refund is returned to the original payment method only.
- Your bank or payment provider may then take 5–10 business days to post the refund.
Need help?
Email support@movenowellness.com or use the contact form. Include your order number whenever possible.