1. When can you request a return or refund?
You can submit a return or refund request directly through the Movo App if the items you received fall under any of the following conditions:
- Expired products that are no longer safe to consume or use
- Defective items that do not match the product description
- Damaged or spoiled products
- Empty parcel
- Missing product
- Different product from what you ordered initially
- Any other valid reason that legally entitles you to a return or refund
2. How many days until you get your money back?
Once your complaint has been successfully submitted, your refund will be credited back to your account within 5 working days.
3. What are the steps to request a return or refund?
Take a picture of the defective product and submit the photo to the Movo Platform. Our sales assistant will assist you within 24 hours.
4. How do I apply for a return/refund for an undelivered package?
Undelivered packages
You may submit a Return/Refund request for orders that are stuck in transit, misdelivered, or returned to the sender. If your Movo tracking status shows “Package has been delivered” but you have not received your order, you are still eligible to apply for a Return/Refund under this category.
Problematic packages
A package is classified as a Problematic Package if its tracking status falls under any of the following:
- Lost
- Package Not Tracked
- Damaged During Delivery
- Problematic Package
- Damaged Package
- Package Disposed of
