IMPORTANT — Read Before Requesting a Refund. Refunds can ONLY be processed if we have NOT yet placed the order with our supplier. Once an order has been placed and is being processed or has been shipped, we are unable to offer a refund. Contact us immediately at support@mova99.com if you need to cancel.
1. When You CAN Get a Refund
- We have NOT yet placed your order with our supplier
- You contact us before the order is submitted for fulfillment
- The item arrived damaged, defective, or significantly different from the listing
- The wrong item was delivered to you
- The package was genuinely lost in transit — not delivered after 20 business days
2. When You CANNOT Get a Refund
- The order has already been placed with our supplier for fulfillment
- The order has been shipped — we do not issue refunds on shipped orders
- More than 30 days have passed since the delivery date
- The item has been used, worn, washed, or altered in any way
- Original packaging, tags, or labels have been removed
- The item is marked Final Sale or non-returnable
- Underwear, swimwear, or opened beauty products (hygiene reasons)
- Damage caused by the customer after receipt
3. How to Request a Refund
- Step 1: Email support@mova99.com immediately — Subject: "Refund Request — Order #[ID]"
- Step 2: Include your Order ID, reason, and photos if the item is damaged.
- Step 3: Our team reviews within 2 business days.
- Step 4: If approved and eligible, refund is issued within 5–10 business days to your original payment method.
4. Refund Details
- Approved refunds go back to your original card
- Shipping is free on all Mova99 orders, so there are no shipping fees to refund
- Partial refunds may be issued for items in less-than-original condition
5. Damaged or Incorrect Items
Contact support@mova99.com immediately with photos and your Order ID. We will resolve this regardless of order status — sending a replacement or issuing a refund for items that are genuinely defective or incorrectly sent.
6. Order Cancellation
To cancel, email support@mova99.com immediately after placing your order. If we have not yet submitted the order to our supplier, we can cancel and refund you in full.
Refund Questions
When can I get a refund?
You can get a refund if we have not yet placed your order with our supplier, or if the item arrived damaged, defective, wrong, or was genuinely lost in transit.
Why can't I get a refund after shipping?
Once an order has been placed with our supplier and shipped, it is in transit and cannot be recalled. Exceptions apply only for damaged, defective, or wrong items.
How long do refunds take?
Once approved, refunds are issued within 5–10 business days to your original payment method.
How do I cancel an order?
Email support@mova99.com immediately after placing your order. If we have not yet submitted it to our supplier, we can cancel and refund you in full.
My item arrived damaged — what do I do?
Contact support@mova99.com immediately with photos and your Order ID. We resolve this regardless of order status.