RETURNS

 

 

If you’re looking to return or exchange your order for whatever reason, we're here to help! 

We do not offer free returns, however, we’re happy to exchange, refund or provide store credit for your purchase from mov-ento within 30 days of the original date of delivery if the product is in NEW condition without visible signs of wear and in its original packaging with the tags on (as applicable). The buyer is responsible for the shipping cost on all returned items. 

Before returning the items please email sales@mov-ento.com to let us know that you are doing so and what you are returning. To complete your return, we require an invoice or proof of purchase.

Once we have received your item back and have determined that it is in NEW condition with the tags, we will process your refund/exchange within three business days.

 

EXCEPTIONS FROM RETURN POLICY:

  • Gift Cards
  • Clearance items - clearance items are final sale, however, if you have an issue within 14 days of receiving them you can reach out to our customer service for assistance.
  • Sale items - sale items cannot be refunded; however, we are happy to exchange or credit.
  • Personalized items

We only accept returns for the items that are bought in Canada using www.mov-ento.com 

 

SHIPPING

Please do not send your purchase back to the manufacturer. Please contact sales@mov-ento.com for return details.

You will be responsible for paying for your own shipping costs for returning your item. Original shipping costs are non-refundable. If you receive a refund, the cost of original shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@mov-ento.com

 

EXCHANGES
If you are exchanging new products (with hangtags attached) for another size or colour, please proceed as for a return. Place a new order for the products you want instead and also email us to let us know that the new order is an exchange. You will be responsible for shipping costs to us, but we won't charge to send exchanged product to you. (We'll refund the outgoing shipping charge on the new order.)

 

DEFECTIVE MERCHANDISE

All our products are carefully made by hand. Although rare, on occasion we do get return requests for defective merchandise. Please contact us and let us know what happened and provide a photo. To be eligible for refund or exchange we will need defective items back. We will provide you with return labels.

 

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

If you have any questions or concerns please contact us!