Refund Policy

Refund Policy

At Moveover, we are committed to providing you with high-quality furniture and décor products. Our refund policy ensures transparency and clearly outlines the conditions under which refunds may or may not be granted.

1. Refund Eligibility

Refunds are only applicable in the following situations:

a. Order Cancellation Before Shipping:

  • Orders canceled within 24 hours of purchase are eligible for a full refund.

  • Orders canceled after 24 hours but before shipping will incur a 10% processing fee to cover administrative costs.

b. Product Unavailability:

  • If the product you ordered is out of stock or cannot be delivered, you will receive a full refund, including any shipping fees paid.

c. Defective or Damaged Items Upon Delivery:

  • If you receive a product that is damaged or defective, a refund may be issued after the issue is verified (refer to our Return Policy for additional details).

2. Non-Refundable Scenarios

  • Change of Mind: Refunds are not available for purchases made due to a change of mind.

  • Custom or Personalized Products: Refunds are not applicable to items that are custom-made or personalized, unless they arrive damaged or defective.

  • Post-Delivery Damage: Refunds will not be issued for items that are damaged due to improper handling, misuse, or neglect after delivery.

3. How to Request a Refund

a. Contact Us:

b. Provide Information:

  • Include your order number, date of purchase, and a detailed explanation of the issue.

  • Attach supporting evidence (e.g., photos or videos) if applicable.

c. Await Confirmation

  • Our team will review your request and respond within 3–5 business days with instructions or updates.

4. Refund Processing Timeline

  • Approved refunds will be processed within 7–14 business days and issued to your original payment method.

  • For cancellations after shipping or for eligible returns of non-defective items, the following may be deducted:

    • Original Shipping Fees
    • Return shipping costs (if applicable)
    • A 10% restocking fee for items returned in resalable condition.

For further assistance, please contact our customer support team.

 

Delivery Policy

1. Delivery Timelines

Moveover ensures timely delivery of your products. Delivery timelines are as follows:

a. Ready-Made Items:

  • Local deliveries: 7–14 business days.
  • South-East Asia deliveries: 14–28 business days, depending on customs and logistics.

b. Custom-Made or Personalized Products:

  • Custom orders require 4–8 weeks for production and delivery. Specific timelines will be communicated during the order process.

2. Delivery Charges

  • Shipping costs are calculated at checkout based on the size, weight, and destination.

  • Free shipping promotions may apply for qualifying orders during campaigns.

3. Delivery Process
  • Tracking Information: You’ll receive a tracking number once your order ships to monitor its progress.

  • Delivery Notifications: We’ll notify you when your order is out for delivery with an estimated delivery time.

  • Inspection Upon Delivery: Please inspect your items immediately upon receipt. Report any issues within 3 business days.

4. Failed Delivery Attempts

If delivery fails due to an incorrect address or unavailability of a recipient:

  • Additional fees for redelivery or rerouting may apply.

5. Delivery Delays

While we strive to meet estimated timelines, delays may occur due to:

  • High demand or supply chain issues.

  • Customs clearance for international shipments.

  • Natural disasters or other unforeseen events.

For delays exceeding 30 days, you may cancel your order and request a refund.

 

Return Policy

1. Eligible Returns

Returns are accepted for the following:

  • Damaged or Defective Products: Notify us within 3 days of delivery with supporting evidence, and we’ll arrange a repair, replacement, or refund.
  • Incorrect Product Delivered: Notify us within 3 days, and we’ll collect the incorrect product and send the correct one at no extra cost.

  • Unused Items in Original Condition: Ready-made products can be returned within 7 days if they are unused, in original packaging, and resaleable condition. A 10% restocking fee may apply.

2. Conditions for Returns

For a return to be accepted:

  • Items must be unused, in their original packaging, and include all accessories.
  • The product must be free of damage or alterations.
  • Returns should be sent to the address provided with your purchase.
3. Non-Returnable Items

We are unable to accept returns for:

  • Custom-made or personalized items.
  • Assembled or used items.
  • Products with damage caused by wear and tear or improper handling.
4. Return Process

To return a product:

a. Contact Us:

b. Provide Information:

  • Include your order number, purchase details, and evidence (if needed).

c. Follow Instructions:

  • Our team will provide guidance on shipping or arranging a pickup.

5. Shipping Costs for Returns

  • We Cover Costs: If the return is due to our error (e.g., defective product), we’ll cover shipping costs.

  • Customer Covers Costs: For non-defective items, return shipping is the customer’s responsibility.