Returns & Refunds

Returns & Refunds

We want you to be happy with your MOVIOX purchase. If something isn't right, we'll help you sort it out.

When you can request a return or refund

  • Faulty, damaged or wrong item: your item arrived faulty, damaged, not as described, or you received the wrong item
  • Order didn't arrive
  • Change of mind: you can return an unused item in its original condition and packaging within 14 days of delivery

Nothing in this policy limits your rights under the Australian Consumer Law.

Step 1: Request your return

Email us at moviox.com.au@gmail.com within 14 days of delivery.

Subject line: Return Request - Order #[your order number]
Example: Return Request - Order #1001

Please include in your email:

  • Your order number
  • The email address used for the order
  • Your full name
  • The reason for the return (faulty, damaged, wrong item, not delivered, or change of mind)
  • The quantity you want to return
  • A short description of the problem (if any)
  • Clear photos or a short video if the item is faulty or damaged

We'll review your request and reply within 2 business days. Please send one email per order so we can find it quickly.

Step 2: If your return request is approved

We will email you a return label and authorisation slip (PDF) with the return address. Approval means you can send the item back to us. Your refund is issued after we receive and inspect the item (see "Refunds" below).

  • Before you post the parcel, take clear photos of the item and of the packed parcel. You will send these to us in Step 3. They protect you if there is ever a question about the condition of the item.
  • Print the label and stick it on the outside of the parcel.
  • Place the authorisation slip inside the parcel.
  • Pack the item securely so it isn't damaged on the way back.
  • You can use any carrier you like to send the parcel to the address shown on the label. We recommend a tracked service.

Step 3: Send us your postage receipt and photos

After you post the parcel, send us a new email.

Subject line: Return Postage - Order #[your order number]
Example: Return Postage - Order #1001

Please include in your email:

  • Your order number
  • The carrier name and tracking number
  • The invoice or receipt from the carrier (attached as a photo or PDF) showing the amount you paid
  • The photos of the item and the packed parcel you took before posting

Refunds

Once we have received your returned item and inspected it, we will email you the outcome.

  • Change-of-mind item returned unused, in its original resalable condition (undamaged): the full item price is refunded to your original payment method within 5 business days of us receiving and inspecting the item, and we also cover your return postage. Your bank may take a few extra days to show the refund.
  • Faulty, damaged on arrival or wrong item: refunded in full once inspection confirms the issue, and we cover your return postage. If we inspect an item you reported as faulty and find no fault, we will treat the return as a change-of-mind return.
  • Change-of-mind item returned used or opened, but not damaged: we deduct between 15% and 25% of the item price to cover the cost of the original shipping, and refund the remainder within 5 business days of inspection. The exact percentage depends on the product and its shipping cost.
  • Change-of-mind item that is damaged when we receive it, has missing parts, or a parcel that does not contain the item we sent: we do not issue a refund.

Return postage

We cover the cost of return postage when you receive a full refund (a change-of-mind return in undamaged, resalable condition, or a faulty, damaged on arrival or wrong item). We reimburse the amount shown on your carrier invoice or receipt by bank transfer to an Australian bank account. When your refund is approved we will email you to ask for your account name, BSB and account number.

Where a deduction applies, or a refund is not issued, return postage is not reimbursed.

If a refund is refused or reduced: what this means for you

Returned parcels are received and inspected at our fulfilment warehouse, not at our own address, so we are not able to send a returned item back to you if we do not issue a refund. We know that can sound worrying, so here is what to expect:

  • This only applies to change-of-mind returns. It does not affect your rights for faulty items, items that arrived damaged, or the wrong item.
  • We will always email you first to explain why, and tell you what condition the item was in when it was received.
  • If you disagree, just reply to that email with your photos from before posting and we will review it.
  • The best way to avoid any problem is to pack the item securely and send us the photos in Step 3.

Why we explain this in so much detail

We have set out these steps clearly to protect both you and us. Clear rules mean fast, fair and consistent decisions for every customer, and they protect our small business from losses on items that cannot be resold. Thank you for taking the time to read this and for your understanding.

Need help?

Contact us at moviox.com.au@gmail.com.