Refund policy
Refund Policy
At MoveAli, we understand that sometimes a product may not be right for you, and we want to keep the return process simple.
You have 30 days after receiving your MoveAli order to request a return.
Eligibility for Returns
To be eligible for a return, your product must be:
- In its original condition
- Unused, other than what is reasonably necessary to inspect the product
- Clean and free from marks, damage, wear, odours, pet hair or other signs of use
- Returned with all original packaging, labels, accessories, manuals and included items
- Sent to the return address provided by our support team
For health and hygiene reasons, products showing signs of exercise use, including sweat, stretching, compression or contact with the floor or body, may not be accepted for change-of-mind returns.
We reserve the right to refuse returns that do not meet these conditions.
How to Start a Return
To request a return, contact us at support@moveali.com.
Please include:
- Your order number
- The email address used for the order
- The product you would like to return
- A short reason for the return
We use return feedback to improve MoveAli products and the customer experience.
Returns must be approved before being sent back. Products sent to an unauthorised address may not be accepted or refunded.
Return Shipping
Customers are responsible for return shipping costs unless the product arrived damaged, defective or incorrect.
Once your return request is approved, we will email you the return address and any relevant instructions. You are responsible for arranging and paying for return shipping and providing us with the tracking number.
We strongly recommend using a trackable shipping method and purchasing shipping insurance. If your return is lost or damaged while being sent back to us, we may be unable to process your refund.
Customs delays, import duties, taxes or delivery delays outside our control are not valid return reasons on their own.
Damaged, Defective or Incorrect Products
If your MoveAli product arrives damaged, defective or different from what you ordered, contact us at support@moveali.com within 14 days of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photos or a video showing the problem
- Photos of the packaging if the product arrived damaged
If the issue is confirmed, we will arrange a replacement, refund or another suitable solution. MoveAli will cover reasonable return shipping costs where a return is required.
Please do not continue using a product if you believe it may be damaged or defective.
Refund Process
Once we receive your returned product, we will inspect it and notify you whether your refund has been approved.
Approved refunds will be processed to your original payment method within seven business days. Your bank, card provider or payment platform may take additional time to show the refund in your account.
Original shipping fees are non-refundable unless the return is due to our error, a defective product or a product damaged before delivery.
If we provide a prepaid return label for convenience, the cost of that label may be deducted from your refund unless the return is due to our error.
Exchanges
If you would like a different MoveAli product, size, colour or variant, contact us at support@moveali.com.
If an exchange is approved, we will provide return instructions. Any price difference and applicable shipping costs must be paid before the replacement product is sent.
Once we receive and inspect your original product, we will issue store credit or arrange the exchange so you can order the replacement product.
Order Cancellations
If you want to cancel your order, contact us as soon as possible at support@moveali.com.
If your order has not yet been processed or shipped, we will cancel it and process your refund. If your order has already been processed or shipped, cancellation may no longer be possible, and you may need to follow the return process after delivery.
Return Denial
We may refuse a return if:
- The return is requested outside the 30-day return period
- The product has been used beyond reasonable inspection
- The product shows signs of wear, sweat, marks, odours, damage or improper care
- The product is dirty or is not in a hygienic condition
- Parts, packaging, accessories or included items are missing
- The product was sent to an unauthorised return address
- The product was returned without prior approval
- The return otherwise does not meet the requirements of this policy
Your Consumer Rights
Nothing in this policy limits any rights or remedies you may have under applicable consumer protection laws, including the Australian Consumer Law.
Contact Us
If you have questions about a return, refund, exchange or order cancellation, contact us at support@moveali.com.