Return Policy

Return and Exchange Policy - MOOV, S.R.L.

At MOOV, S.R.L., we strive to ensure the satisfaction of our customers. If for any reason you are not completely satisfied with your purchase, below is our return and exchange policy:

Exchanges:

  1. Free exchanges within the National District: The customer is entitled to one (1) exchange without incurring shipping costs if located within the National District. For exchanges outside the National District, the customer must cover the shipping costs.

  2. Exchange for another garment: The customer may exchange the purchased merchandise for the same item in a different size or color, or for other garment(s) totaling the same amount paid.

    • If there is a remaining balance in favor of the customer, a store credit will be issued for future purchases with a time limit of 25 calendar days.

    • If the value of the new garment(s) exceeds the original amount, the customer must pay the difference through a payment link or bank transfer.

  3. Exchange limit: Up to a maximum of three (3) exchanges are accepted per original purchase transaction.

  4. Exchange period:  The customer has a maximum of ten (10) calendar days to request an exchange, counted from the date the order is delivered.

  5. Tags: All garments must retain their original tags to be eligible for an exchange.

  6. Garment condition:  Items to be exchanged must be in perfect condition, unused, and in their original packaging.

Returns:

  1. Return period:  Returns are only accepted within the first ten (10) days following receipt of the merchandise.

  2. Reason for return:  Returns will only be accepted if the customer received a garment with manufacturing defects. A garment will not be considered defective if it has been misused. 

  3. Refund: Monetary refunds are not issued. The returned garment will be replaced with a new one of the same characteristics and price as the one returned.  

Procedure for Exchanges and Returns:

  1. Contact our customer service department at [insert email or phone number] to begin the exchange or return process.

  2. Provide your order number and a detailed description of the reason for the exchange or return, including photos or videos if the garment is damaged.

  3. Our customer service team will provide instructions for shipping the garment (if applicable) and will coordinate the exchange or replacement as appropriate.

  4. Discounted items and promotional items are not eligible for exchanges.

Exceptions:

  • This policy does not apply to underwear, swimwear, or clearance items.

  • MOOV, S.R.L. reserves the right to refuse an exchange or return if the garment does not meet the conditions established in this policy.

Modifications:

MOOV, S.R.L. reserves the right to modify this return and exchange policy at any time. Any changes will be published on our website.