Return and Refund Policy

We want you to feel confident when ordering from Movelio. If you change your mind, you may request a return within 30 days of delivery of the last item in your order, subject to the conditions below.

How to request a return

Contact us at contact@movelio.com before sending anything back. Please include your order number and the reason for the return. We will provide return instructions and, where applicable, a return label.

The product must be returned within the return period and should be unused or used only to assess its nature, characteristics and function. Please return it safely packaged with its accessories and original packaging where reasonably possible. We may make a deduction for diminished value caused by handling beyond what is necessary to inspect the product.

Refunds

Once the returned product has been received and inspected, we will process any approved refund without undue delay. Refunds are normally made to the original payment method. Original shipping charges are refundable where required by applicable consumer law. Return shipping costs are handled according to the information provided for your order and applicable law.

Important: DDP and DAP shipments

DDP — duties and taxes handled at checkout

For DDP orders, duties and import taxes are arranged as part of the delivery service. If a return is approved, we will assess the order, the delivery method and the amounts that can be recovered or refunded in accordance with applicable law and the relevant customs process.

DAP — duties and import taxes paid by the customer

For DAP orders, the customer is responsible for import VAT, customs duties and any customs or handling fees charged directly by the carrier or the authorities in the destination country.

Movelio cannot directly refund import VAT, customs duties or customs fees that the customer has paid directly to the carrier or customs authorities. If the goods are returned, the customer may need to contact the carrier or the relevant customs authority to ask whether those amounts can be reclaimed. Any reimbursement depends on the rules and procedures in the destination country.

This does not remove any statutory consumer rights that apply to your purchase.

Cancellations

An order may normally be cancelled until it has been fulfilled. After fulfilment, the standard return process applies.

Defective or damaged products

If your product arrives damaged or has a manufacturing defect, contact us as soon as possible with your order number and photographs. We will assess the issue and provide an appropriate solution under applicable consumer and warranty rules.

Questions?

If you are unsure whether your order was sent DDP or DAP, contact us before returning the product. We will confirm the delivery terms for your order.