Refund policy

MovaGena™ Return & Refund Policy

At MovaGena™, customer satisfaction is important to us. To ensure that all return and refund requests are handled fairly and consistently, we apply the following policy.

Return Window

You may request a return within 90 days of receiving your item, based on the delivery date shown by verified tracking information.

Requests submitted more than 90 days after confirmed delivery are not eligible for a return or refund.

Order Cancellations and Changes

To request a cancellation or change, email us at support@movagena.com within 24 hours of placing your order. After this period, the order may be forwarded to our supplier and can no longer be changed or canceled.

Please note:

- Payment-processing fees are non-refundable, even when an order is canceled within the 24-hour cancellation period.
- Color or size changes may be requested only when the change does not affect the final price of the item.
- If an order includes a promotional discount, canceling individual items may invalidate the promotion.
- Once a tracking number has been issued, the order can no longer be canceled.

By placing an order with MovaGena™, you acknowledge and agree to these conditions.

Return Eligibility

To qualify for a return:

- The item must be unused, unwashed, and in the same condition in which it was received.
- All original tags, labels, packaging, accessories, and included items must be returned.
- You must provide valid proof of purchase, such as an order-confirmation email, invoice, or receipt.
- You must provide a clear, continuous video beginning with the sealed package and showing the entire unboxing process, including the issue being claimed.
- You must obtain return authorization before sending the item back.

Returns submitted without valid proof of purchase, proof of condition, or the required unboxing evidence may be rejected. Items sent back without prior authorization will not be accepted.

We do not accept returns based on a change of mind, including incorrect size selection, color preference, or buyer's remorse. Please carefully review the product description, available options, and size chart before placing your order.

How to Request a Return

1. Email support@movagena.com with your order number, the reason for your request, and the required uninterrupted unboxing video and/or clear photos of the item.
2. If your request is approved, we will send you return instructions and the applicable return address.
3. Package the item securely and ship it according to the provided instructions.

Customers are responsible for all return-shipping costs and for ensuring that returned items are properly packaged and successfully delivered.

Our return address is provided only after a return request has been approved. We do not publicly list the return address.

Warranty Policy

MovaGena™ offers two warranty-package options. Coverage depends on the warranty package selected at the time of purchase.

To qualify for warranty service:

- You must have selected a valid warranty plan when placing your order.
- You must retain the order confirmation showing the warranty details.
- Your claim must comply with the terms stated in the applicable product or warranty listing.

Claims made without a valid warranty plan, or claims that do not meet the applicable warranty terms, will not be accepted.

Non-Returnable and Non-Refundable Items

We do not accept returns or provide refunds for:

- Sale items, promotional items, discounted orders, or purchases made with discount codes. At MovaGena™'s sole discretion, an order placed with a discount code may qualify for store credit only.
- Orders that include free gifts or bonus items, unless every included item is returned together.
- Gift cards, custom or personalized products, personal-care items, perishable goods, or hazardous materials.
- Orders returned because the customer supplied an incorrect shipping address.
- Packages refused by the customer without a valid reason.
- Claims submitted without a clear, uninterrupted unboxing video or sufficient photographic evidence.
- Change-of-mind requests, including incorrect size selection, color preference, or buyer's remorse.
- Purchases made during promotional events, including flash sales, seasonal campaigns, and limited-time offers. These sales are final unless otherwise required by applicable law.

Exchanges

We do not offer direct product exchanges. To purchase a different item, size, or color, you must first request a return under the process described above. If the return is approved, you may place a separate order for the replacement item.

European Union Right of Withdrawal

If your order is shipped to a country in the European Union, you may have the right to cancel or return it within 14 days of delivery without providing a reason, subject to applicable law.

Unless applicable law states otherwise:

- The customer is responsible for return-shipping costs, including international return postage.
- The item must be unused and returned with its original packaging and included materials.
- A refund will be issued only after the returned item has been received and inspected.

Nothing in this policy limits any non-waivable consumer rights available under applicable law.

Packages Marked as Delivered

When tracking information confirms delivery to the shipping address entered at checkout, MovaGena™ considers the order fulfilled. We are not responsible for packages that are lost or stolen after confirmed delivery.

If you cannot locate a package marked as delivered:

- Contact the shipping carrier and submit a claim using the tracking number provided.
- MovaGena™ will provide any available shipping documentation that may assist with the carrier's investigation.

By placing an order, you confirm that the shipping information you provide is complete and accurate. MovaGena™ is not responsible for failed delivery caused by an incorrect or incomplete address supplied by the customer.

Damaged, Defective, or Incorrect Items

Inspect your order as soon as it arrives. If an item is damaged, defective, or different from what you ordered, email support@movagena.com within 72 hours of confirmed delivery.

Your claim must include:

- Your order number.
- A clear, uninterrupted unboxing video beginning with the sealed package and/or clear photos showing the issue.
- A detailed description of the problem.

We may be unable to issue a refund or replacement without sufficient visual evidence. Claims submitted more than 72 hours after confirmed delivery may be denied, except where applicable law provides otherwise.

Shipping Timeframes and Disputes

By placing an order with MovaGena™, you acknowledge the estimated delivery timeframes stated in our Shipping Policy:

- United States orders: 3-9 business days after the order is placed.
- International orders: 7–14 business days after the order is placed.
- Order processing: 1–3 business days before shipment.

These timeframes are estimates unless expressly stated otherwise. A dispute or chargeback based solely on an order remaining within the stated shipping timeframe may be challenged using the relevant order, tracking, and delivery documentation.

Refund Process

After we receive and inspect an authorized return, we will email you to confirm whether the refund has been approved or rejected.

If approved, the refund will be sent to the original payment method within 10 business days. Your bank or card provider may require additional time to post the refund to your account.

Where appropriate, MovaGena™ may offer a partial refund for a minor defect when a full return is not warranted, subject to applicable law.

If an approved refund has not appeared after 15 business days, email support@movagena.com.

Fraud and Dispute Protection

To protect customers and prevent fraud, MovaGena™ may retain documentation relating to each order, including:

- The order confirmation and product description available at the time of purchase.
- Shipment details, tracking information, and proof of delivery.
- Internal pre-shipment and packaging records.
- Customer-service communications.

We reserve the right to challenge chargebacks or payment disputes that conflict with this policy or are submitted without adequate evidence. Relevant documentation may be provided to payment processors, banks, carriers, or other parties involved in resolving the dispute.

Contact Us

We aim to handle every concern fairly and professionally. For help with a return, refund, warranty claim, or order issue, email us at support@movagena.com.

Thank you for choosing MovaGena™.