Return items
*Returns from distributors are not accepted
Return or Exchange
Would you like to exchange or return your purchase? No problem, we’re happy to assist you.
Start your return or exchange here.
Return Period
From the moment you receive your order, you have 14 days to register your return. After registering your return, you have 7 days to ship the package.
Items that cannot be returned
- Gift cards and vouchers
- Items that cannot be returned for health or hygiene reasons (if the seal has been broken)
- Digital products (such as e-books or training programs)
- Custom-made items, including personalized training equipment
- Clothing or items from which the labels have been removed
The product may be tested once, solely to determine its nature, characteristics, and functionality. If the product is used more extensively or more frequently, this may lead to depreciation and/or rejection of the return. You will be held responsible for this. Any labels and/or tags must still be attached to the item. Products that cannot be returned for health or hygiene reasons are exempt from this one-time testing and cannot be returned once the seal has been broken.
Received a damaged or defective item?
You have the right to return products if they are defective or do not match your order upon receipt. This must be done within the 14-day return period after receiving your order. Upon approval by our customer service team, you will receive a free return label. Our team may request additional information, such as photos and/or videos of the defect. For instructions on how to return a defective product, please refer to the information below.
I received a defective item, how can I exchange it?
- Register the defective item as a return via here. Choose the return reason: 'Damaged or defective'. You can also check 'How do I register my return?' for more details.
- Send back the defective item. You will receive a free return label from us.
- We will send the correct or replacement item as soon as we receive your return.
Need further assistance? Feel free to reach out via our contact page, and we’ll be happy to help.
Pack your item securely
Ensure your item is returned in its original packaging. Make sure all included accessories are present. You may use an outer box to provide additional protection for the item and its packaging.
What are the return shipping costs?
Return shipments are at your own expense. The costs depend on the courier and the country from which you are returning the item. Return shipping costs may be higher or lower than the original shipping costs of your purchase.
How do I register my return?
- Log in to your customer account or visit your account page via http://family.get-mova.com. Use the email address linked to your order. You will receive a one-time code within minutes to log in to your personal account. Note: Your personal account does not have a password and can be accessed each time with a new one-time code.
- Select the order (or item) you wish to return. Navigate to the 'Request Return' button within the order tab.
- Choose the reason for your return and click ‘Request Return’.
- Within a few minutes, you will receive an email confirming your return request. Please check your spam folder if necessary. Your return request will be reviewed by our customer service team, which may take 24 to 72 hours.
- Once your return is approved, you will receive a return form. Fill out the return form and include it in your return shipment.
- Ship the return package. Note: MØVA is not responsible for return shipments.
- We will process your return within 1 to 5 business days after receiving.
- You will receive a refund once your return has been processed.
Refund Processing Time
Banks may take some time to process refunds, but they do this as quickly as possible.
- iDEAL / Bank Transfer: within 5 business days
- Credit Card or PayPal: within 7 business days
- Debit Card: within 5 business days
- Gift Card/Voucher: reloaded to your account within 4 hours
- Gift Card + Other Payment Method: the gift card balance is reloaded within 4 hours, and the remaining amount is refunded to your original payment method If you have not yet paid, your payment obligation will be canceled once your return is processed.
Where can I find my order number?
After placing an order, you will receive an automatic confirmation email. This email contains your unique order number.
More Information
Need more details? Contact us via the contact page or email us at: back@get-mova.com
