Money-back satisfaction guarantee
Every order placed on this official store is covered by a money-back satisfaction guarantee. The length of the window is stated on each product page: 90 days on MOVEON, and 30 days on our other products unless that product page states otherwise.
If you do not feel a genuine difference, contact our support team with your order number before the window closes and we will refund what you paid, including delivery. Empty boxes are accepted and there is no questionnaire to complete. No processing fee is deducted from a satisfaction-guarantee refund.
This is a satisfaction guarantee. It is not a promise of a medical outcome, and it does not replace medical advice.
Damaged, defective, wrong or undelivered items
Separately from the guarantee above, and regardless of how much time has passed within a reasonable period, you may return an item where:
- the item has not been received by the buyer;
- the item was defective and/or damaged on delivery; or
- the item does not match the agreed specification (for example, the wrong item was sent).
Contact us with your order number and photographs where relevant. We will arrange a replacement or a refund at no cost to you, and we cover return shipping in these cases.
Returns outside the guarantee and the cases above
Items returned for reasons other than those set out above are handled at our discretion. Where we agree to such a return, the buyer is responsible for return shipping costs, the returned product is examined on arrival, and a processing fee of US$10 or 5% of the order amount (whichever is higher) may be applied. This fee never applies to a satisfaction-guarantee claim, nor to damaged, defective, wrong or undelivered items.
How refunds are issued
Approved refunds are returned to the original payment method. Depending on your bank or payment provider, funds typically appear within 5–10 business days of approval.
Contact
For any refund, return or guarantee claim, contact our support team with your order number and we will take it from there.
