Refund policy
RETURN AND REFUND POLICY
At MOVIOX, we want you to be happy with your purchase. This Return and Refund Policy explains how we handle returns, refunds, replacements, faulty products and change-of-mind returns.
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law (ACL).
AUSTRALIAN CONSUMER GUARANTEE RIGHTS
Products sold by MOVIOX come with consumer guarantees that cannot be excluded under Australian Consumer Law.
Products must, among other things, be of acceptable quality, be reasonably fit for their intended purpose and match their description.
These rights apply automatically and may continue for a reasonable period depending on the product and circumstances. They are separate from MOVIOX's voluntary change-of-mind return policy.
HOW TO REQUEST A RETURN
To request a return, please log in to your MOVIOX customer account and select the relevant order.
From your order, choose the item you wish to return, select the reason for the return and submit your return request.
Please wait until your return request has been reviewed and approved before sending the product.
Once your return is approved, MOVIOX will provide the relevant return instructions and return destination.
Please do not send a return to an address shown on your original parcel or to any other address unless MOVIOX has specifically instructed you to do so.
14-DAY CHANGE-OF-MIND RETURNS
MOVIOX offers eligible customers a 14-day change-of-mind return period, starting from the date the product is delivered.
To qualify for a change-of-mind return:
- the return request must be submitted within 14 days of delivery;
- the product must be unused and in its original condition;
- the product should be returned with its original packaging, accessories, components and manuals;
- proof of purchase or the relevant MOVIOX order number must be available.
MOVIOX reserves the right to assess the condition of a returned product before approving a change-of-mind refund.
Australian Consumer Law does not require businesses to provide a refund or replacement simply because a customer changes their mind. MOVIOX provides this 14-day change-of-mind policy voluntarily in addition to your statutory rights.
These conditions do not apply where a product is faulty or otherwise fails to meet an Australian Consumer Guarantee.
CHANGE-OF-MIND RETURN SHIPPING
For approved change-of-mind returns, the customer is responsible for the cost of returning the product.
Customers should use a trackable shipping service and retain their postage receipt and tracking information until the return has been completed.
Return instructions and the appropriate return destination will be provided after the return request has been approved.
Original delivery charges, if any, are generally non-refundable for voluntary change-of-mind returns, except where otherwise required by law.
FAULTY, DAMAGED OR DEFECTIVE PRODUCTS
If you believe your MOVIOX product is faulty, damaged, defective, unsafe or does not match what you ordered, please submit a return request through your MOVIOX customer account or contact us through our Contact page.
To help us review the issue efficiently, please provide where reasonably possible:
- your order number;
- the name used for the order;
- a description of the issue;
- clear photographs or video showing the problem.
We may need to assess the product before determining the appropriate remedy.
The 14-day change-of-mind return period does not limit your rights under Australian Consumer Law in relation to faulty products.
RETURNING A FAULTY PRODUCT
If a product can reasonably be posted or returned, you may be asked to return it so that the issue can be assessed.
If the product is confirmed to have a problem covered by the Australian Consumer Guarantees, MOVIOX will reimburse any reasonable return shipping costs you have paid where required under Australian Consumer Law.
Please retain your postage receipt and any relevant shipping documentation.
A faulty product does not need to be in its original packaging in order for you to exercise your rights under Australian Consumer Law.
MAJOR PROBLEMS
Where a product has a major problem under Australian Consumer Law, you may be entitled to choose between a refund or replacement.
A major problem may include circumstances where the product:
- would have stopped a reasonable consumer from purchasing it had they known about the problem;
- is unsafe;
- is significantly different from its description or sample;
- is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time.
Your rights in these circumstances are not limited by MOVIOX's 14-day change-of-mind return period.
MINOR PROBLEMS
Where a product has a problem that is not considered major, MOVIOX will provide an appropriate remedy in accordance with Australian Consumer Law.
This may include arranging for the problem to be repaired or otherwise corrected within a reasonable time.
If a minor problem cannot be fixed within a reasonable time, additional remedies may become available under Australian Consumer Law.
INCORRECT ITEMS
If you receive a product different from the product you ordered, please submit a return request through your MOVIOX customer account or contact us as soon as possible.
Once the issue has been confirmed, we will arrange an appropriate replacement, refund or other remedy.
Where the error is the responsibility of MOVIOX, you will not be required to bear reasonable return costs associated with correcting the issue.
RETURN CONDITION
The requirement for products to be unused, in original condition and returned with original packaging applies to voluntary change-of-mind returns.
These requirements do not remove or restrict your rights under Australian Consumer Law where a product is faulty, damaged, unsafe, defective or otherwise fails to meet a consumer guarantee.
REFUND PROCESSING
For approved change-of-mind returns, refunds will normally be processed after the returned product has been received and its eligibility has been confirmed.
For faulty or incorrect products, refunds and other remedies will be handled in accordance with Australian Consumer Law.
Approved refunds will normally be issued to the original payment method used for the purchase.
After MOVIOX processes a refund, your bank, card provider or payment service may require additional time before the funds appear in your account.
REPLACEMENTS
Where a replacement is approved, MOVIOX will provide instructions regarding the return of the original product where a return is required.
Replacement availability may depend on current stock levels.
Nothing in this section limits any replacement rights available under Australian Consumer Law.
SALE AND PROMOTIONAL ITEMS
Purchasing a product during a sale, promotion or discount does not remove your rights under Australian Consumer Law.
If a discounted or promotional product fails to meet an applicable consumer guarantee, you may still be entitled to an appropriate remedy.
ORDER CANCELLATIONS
If you wish to cancel an order, please contact us as soon as possible.
We will try to assist where reasonably possible, but cancellation cannot be guaranteed once an order has entered the fulfilment or shipping process.
If an order has already been dispatched, the applicable return process will apply.
REFUND ABUSE OR FRAUD
MOVIOX reserves the right to review and investigate return or refund requests where there is reasonable evidence of fraud, misuse or abuse.
We may decline a voluntary change-of-mind return where the requirements of this policy have not been met.
Nothing in this section limits or excludes any rights available under Australian Consumer Law.
NEED HELP?
If you need assistance with a return, refund, faulty product or order issue, please contact MOVIOX through our Contact page.
Please include your order number whenever possible.
To begin a return, log in to your MOVIOX customer account and select the relevant order.