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Return and Complaints Policy

Last Updated: 2026

1. Right to Return

In accordance with consumer protection regulations, as a consumer you have the right to withdraw from the sales contract within 14 days of receiving the product, without giving a reason.

In addition, we offer an extended return guarantee of up to 30 days from the date of receiving the product.

2. Return Conditions

For a return to be accepted, the product must meet the following conditions:

• The product must be in undamaged condition, in its original packaging
• All product components must be complete
• The product must not show signs of use (other than standard functionality checks)
• Proof of purchase (invoice or order confirmation) must be included with the return

3. Return Procedure

1. Contact us - send an email to [email protected] stating your intention to return the product. Include your order number and reason for return (optional).
2. Receive a return label - upon receiving your request, we will send you a free return label and detailed instructions.
3. Pack the product - place the product in its original packaging and secure it for transport.
4. Ship the return - send the package using the return label provided. Return costs are free.
5. Refund - upon receiving and verifying the product, we will refund your money within 14 working days to the account from which you made the payment.

4. Refunds

Refunds will be processed as follows:

• Timeframe: Within 14 working days of receiving the returned product
• Refund method: To the same account/card from which payment was made
• Refund amount: Full amount paid for the product, excluding shipping costs (if the return is for reasons on the consumer's part)

5. Complaints

In the event of discovering a product defect, you have the right to file a complaint in accordance with warranty and liability regulations.

5.1. Grounds for Complaint

You may file a complaint if the product:

• Has physical or functional defects
• Does not correspond to the description on the website
• Does not function as intended
• Was delivered damaged

5.2. Complaint Procedure

1. File a complaint - contact us by email at [email protected], providing your order number and a detailed description of the problem
2. Verification - we will process your complaint within 14 working days
3. Decision - if the complaint is accepted, we will offer repair, product replacement or refund

6. Return Costs

Returns within the 30-day guarantee: Free - we cover the return costs.

Returns after 30 days: Return costs are borne by the consumer, unless the product was defective or did not comply with the contract.

7. Exclusions

The right to return does not apply to products:

• Customised to individual consumer needs
• Worn in a manner indicating use beyond standard inspection
• Certain hygiene products (if packaging has been opened)

MOVE+ PRO products are standard, so these exclusions usually do not apply.

8. Manufacturer's Warranty

The product is covered by a manufacturer's warranty for a period in accordance with product documentation. Detailed warranty information can be found in the product manual.

9. Contact for Returns and Complaints

Please direct all matters regarding returns and complaints to the email address: [email protected].

Return and complaint processing:

• We review each return individually
• We verify the condition of the product
• We ensure full anonymity of returned products
• All returned products are disposed of appropriately

10. Important Information

If you have any questions regarding returns or complaints, we are at your disposal. We always strive to resolve every situation in a way that is beneficial to both parties.