Last updated: 5 August 2026
1. Overview
This Return and Refund Policy ("Policy") explains when and how a Buyer may request a return and/or refund for an item purchased through Movo, and how such requests are assessed, approved, and processed. It forms part of, and should be read together with, the Movo Terms of Service. Movo acts as the marketplace operator connecting Buyers and Sellers; it is not the manufacturer or, in most cases, the seller of record for the items listed on the platform.
Movo provides a review and mediation service (the "Movo Buyer Protection") to help resolve disputes between Buyers and Sellers arising from a transaction. Buyers and Sellers are encouraged to communicate directly to resolve issues wherever possible before escalating a request to Movo.
2. Movo Guarantee Period
A Buyer may submit a return and/or refund request at any time before the expiry of the Movo Guarantee Period, being seven (7) calendar days from the date the item is marked as delivered, unless a different period is stated for a specific product, category, or promotion at the time of purchase.
Movo may adjust the Guarantee Period for specific categories (for example, perishable goods, made-to-order items, or digital goods) as shown on the relevant product listing.
3. Eligible Reasons for a Return or Refund
A Buyer may apply for a return and/or refund where any of the following applies:
| # | Eligible Reason for Return / Refund |
|---|---|
| 1 | Order was not received within the delivery window shown at checkout |
| 2 | Item arrived damaged, broken, or defective |
| 3 | Item received is incomplete (missing parts, accessories, or quantity) |
| 4 | Item does not match the listing (wrong size, colour, model, or variant) |
| 5 | Item is materially different from the description or images shown in the listing |
| 6 | Item is reasonably suspected to be counterfeit or not genuine |
| 7 | Item is expired or past its stated shelf life |
| 8 | Package was empty, tampered with, or contents were substituted |
| 9 | Buyer and Seller have separately agreed to a return, provided the Seller confirms this to Movo |
| 10 | Buyer changed their mind and the item is still in original, unused, sealed condition (subject to Section 4 exclusions) |
All requests are assessed on a case-by-case basis. Movo may request supporting evidence, such as photographs, unboxing videos, or courier records, before making a decision.
4. Items Not Eligible for Return
Certain items cannot be returned once delivered, except where the item is faulty, damaged, incomplete, or materially different from its listing (in which case Section 3 applies instead). These typically include:
- Perishable goods (fresh food, flowers, and similar items)
- Personal care, health, and hygiene products once opened or unsealed
- Made-to-order, personalised, or customised items
- Digital goods, vouchers, and gift cards once redeemed or activated
- Items explicitly marked as "non-returnable" on the product listing
Sellers must clearly disclose any category-specific exclusions on the product listing page. Where no such disclosure is made, the general provisions of this Policy apply.
5. Condition of the Returned Item
5.1 Change-of-Mind Returns
Where a Buyer returns an item because they changed their mind (Section 3, item 10), the item must be unused, unwashed, and returned in its original packaging with all tags, seals, manuals, and accessories intact. Clothing may be tried on but must show no signs of wear.
5.2 Faulty, Damaged, or Incorrect Items
Where the return arises from a Seller-side error (wrong, damaged, defective, or incomplete item), the Buyer should return the item, and any accessories received with it, in the same condition it was received. Buyers are encouraged to photograph the item promptly upon delivery to support their claim.
6. How to Submit a Request
- Log in to the Movo app or website and go to "My Orders".
- Select the relevant order and choose "Request Return / Refund".
- Select the applicable reason from Section 3 and upload supporting photos or video where prompted.
- Submit the request before the Movo Guarantee Period expires.
- Track the status of the request under "My Returns".
7. Review and Approval Process
Once submitted, a request generally follows this process:
- Movo reviews the request and supporting evidence, and may contact the Buyer and/or Seller for further information;
- Where applicable, Movo may invite the Seller to respond to the request within a stipulated period; if the Seller does not respond in time, the request will be assessed based on the Buyer's evidence alone;
- If approved, the Buyer will be notified of next steps, including whether the item must be shipped back and to what address;
- If a physical return is required, the Buyer must ship or drop off the item within five (5) calendar days of approval, unless otherwise notified;
- Movo's decision on a request is made in good faith based on the evidence available, and is final for the purposes of the platform's dispute resolution process. This does not affect either party's other legal rights.
8. Return Shipping Costs
| Situation | Who Pays Return Shipping |
|---|---|
| Fault lies with the Seller (wrong, damaged, defective, or incomplete item) | Seller bears both the original delivery fee and the return shipping fee |
| Buyer changed their mind (item unused, sealed, and otherwise eligible) | Buyer generally bears the return shipping fee, unless the Seller agrees otherwise |
| Buyer and Seller cannot agree on liability | Movo will review the case and decide which party bears the cost, acting reasonably and in good faith |
9. Refunds
9.1 Timing
Where a physical return is required, the refund is processed once Movo has confirmation that the returned item has been received by the Seller or by Movo's designated facility. Where no physical return is required (for example, an item never received), the refund is processed once the request is approved.
9.2 Refund Method
Refunds are made to the Buyer's original payment method wherever possible. Where this is not possible — for example, the original payment method is no longer valid — Movo may instead issue the refund via:
- The Buyer's MovoPay wallet balance (where available); or
- The bank account registered to the Buyer's Movo account; or
- A Movo credit voucher of equivalent value, redeemable on future purchases.
Refunds are typically credited within three (3) to fourteen (14) business days of approval, depending on the refund method and the Buyer's bank or card issuer.
9.3 Recovery from Seller
Where a refund is approved after the purchase price has already been paid out to the Seller, Movo may deduct the refunded amount from the Seller's account balance or future payouts, in accordance with the Movo Seller Agreement.
10. Seller Obligations
- Sellers must comply with, and take all reasonable steps to give effect to, any return or refund approved by Movo under this Policy;
- Sellers must keep their return address up to date; if a Seller fails to provide a valid return address or does not accept delivery of a returned item within a reasonable time, Movo may dispose of the item and the Seller will be treated as having given up any claim to it;
- A Seller who disagrees with an approved request may appeal by providing supporting evidence to Movo within the period stated in Movo's notification. Movo will consider the appeal and may reverse or uphold the original decision, and, where the appeal succeeds, arrange for the purchase monies (or the relevant portion) to be released to the Seller.
11. Communication Between Buyer and Seller
Movo encourages Buyers and Sellers to communicate directly and in good faith to resolve any issue with an order before requesting Movo's involvement. Where a request is escalated to Movo, both parties are expected to respond promptly and provide accurate information to support a fair outcome.
12. Changes to This Policy
Movo may update this Policy from time to time to reflect changes in law, platform features, or operating practice. The updated Policy will be posted on the Movo platform with a revised "Last Updated" date and will apply to orders placed after that date, unless stated otherwise.
13. Contact
For questions about a specific order, Buyers and Sellers should use the "My Returns" section. For general questions about this Policy, contact Movo Customer Support through the Help Centre on the Movo website.
