Every eligible purchase on Mova99 is backed by our Purchase Protection Program.
What is Covered
| Protection Type | Coverage |
|---|---|
| Order Not Yet Placed | Full refund if you contact us before we submit to supplier |
| Item Not Received | Full refund if not delivered within 20 business days |
| Item Not As Described | Full refund or replacement if item significantly differs from listing |
| Damaged on Arrival | Full refund or replacement with photo evidence |
| Wrong Item Sent | Full refund or correct item reshipped at no cost |
Limitation on Shipped Orders
We do not issue refunds for orders that have already been shipped. Once an order leaves our supply network, it is in transit and cannot be recalled. Exceptions apply only for damaged, defective, or wrong items received.
Eligibility Requirements
- Purchase made through the official Mova99 website
- Payment completed successfully
- Dispute filed within 30 days of expected delivery date
- Issue reported with valid Order ID and supporting evidence
How to File a Claim
Email support@mova99.com with subject: "Purchase Protection Claim — Order #[ID]". Include Order ID, description, and photos. We review within 2–3 business days and refund within 5–7 business days if approved.
Protection Questions
What does Purchase Protection cover?
It covers orders not yet placed with our supplier, items not received within 20 business days, items not as described, items damaged on arrival, and wrong items sent.
How long do I have to file a claim?
Disputes must be filed within 30 days of the expected delivery date.
What do I need to file a claim?
Email support@mova99.com with the subject 'Purchase Protection Claim — Order #[ID]'. Include your Order ID, a description, and photos.
How long does a claim take?
We review within 2–3 business days and, if approved, refund within 5–7 business days.
Are shipped orders covered?
We do not issue refunds on orders already shipped, except where the item arrives damaged, defective, or is the wrong item.