Return & Refund Policy

To ensure your shopping experience, movescool always puts customer satisfaction first.
We have a dedicated quality control and assurance team that inspects every product before shipping.
Before purchasing, please double-check the size and refer to the size chart on the product page.
We offer a 30-day return guarantee (starting from the delivery date).
If there are any issues with your order, please contact us first by email at service@movescool.com.

Defect Notice:
If a product defect occurs (including but not limited to stains, cracks, damage, or major workmanship issues), you may apply for a full refund or free exchange within the 30-day guarantee period.

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1. Contact Us Before Returning (to Obtain Return Address and Authorization)

• Email contact is required: Please send an email to service@movescool.com to obtain the unique return address and a Return Merchandise Authorization (RMA).

• Please include: Order number, issue description, and, if applicable, clear photos/videos.

• We will respond within 24 hours of receiving your message.

• Do not send products back to the address on the package. Only use the return address provided by our customer service team.

• A return/exchange request is valid only after RMA confirmation by our support team.

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2. Eligible Return Conditions & Timeframe

• Condition: Items must be new or lightly used (minor fitting traces allowed), unwashed, free from visible wear, stains, odors, or damage; all accessories and gifts must be included, and original packaging and labels should be retained if possible.

• Timeframe: Return must be requested and shipped within 30 days of receipt (based on the shipping proof date).

• Ineligible Items:

  • Bulk/wholesale or clearance items (non-returnable).

  • Items returned after 30 days or not meeting the stated condition requirements.

Color Disclaimer:
Due to lighting, photography, or display settings, some color variation may occur.
Returns for color differences not caused by product defects fall under customer responsibility.

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3. Return Labels and Shipping Costs (Responsibility Allocation)

• Return Label:
  Regardless of reason, customers must print and attach their own return shipping label, pack items securely per instructions, and ship them back with a trackable carrier.

• Shipping Cost Responsibility:

  • Our Responsibility (defective item, wrong/missing item, or shipping damage):

    • Return shipping costs are covered by movescool.

    • Please retain and submit proof of postage payment; reasonable shipping costs will be reimbursed.

    • You may alternatively choose a free replacement.

    • If the original order included a shipping fee, it will also be refunded.

  • Customer Responsibility (wrong size or product chosen, change of mind, or non-defective color variation):

    • Return shipping costs are borne by the customer.

    • No restocking or handling fees will be charged.

    • Refunds will include the full product amount only (original shipping fees are typically non-refundable).

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4. Inspection and Processing Time

• After the package is received and checked into our warehouse, we will complete verification within 1–3 business days (to confirm eligibility).

• Once verified, the return or exchange process will begin, and you will receive email updates on progress.

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5. Refund Details (Completed Within 7 Business Days)

• Commitment: Once the returned item is received and approved, refunds will be issued within 7 business days to the original payment method, with no return fees.

• You will receive a refund confirmation email once the process is complete.

• If the issue is determined to be our responsibility and shipping was paid in the original order, both the product amount and original shipping fee will be refunded.

• For customer-responsibility returns, the refund includes the product amount only.

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6. Exchange Policy

• To request an exchange, specify the desired size/model in your email.

• Exchanges are subject to stock availability.

• Our Responsibility: Free reshipment and all related costs covered by movescool.

• Customer Responsibility: Shipping costs (both ways) are borne by the customer.

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7. Common Questions & Helpful Tips

• Unauthorized Returns: Packages returned without prior approval or an RMA may not be accepted or processed.

• Packaging: Please use sturdy packaging to prevent damage during transit, which may affect eligibility.

• Accuracy: Ensure your order number, contact email, and recipient details are correct for faster handling.

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8. Contact Information

• Customer Service Email: service@movescool.com

• We reply to all inquiries within 24 hours.

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