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Refund policy

Refund Policy

Last updated: June 2026

We want you to be satisfied with your purchase from The Move Experience.

Right of Withdrawal

You have the right to cancel and return your order within 14 days of receiving it without providing any reason.

Conditions for Returns

To be eligible for a return:

  • The product must be unused and in the same condition as received.
  • The product should, where reasonably possible, be returned in its original packaging.
  • The original product packaging must not be used as the shipping packaging. The product must be returned in an additional outer box or protective packaging to prevent damage to the original packaging.
  • The product must not show signs of use, damage, or missing parts beyond what is necessary to inspect the nature, characteristics, and functioning of the product.
  • Products that are not suitable for return for hygiene reasons and whose seal has been broken after delivery cannot be returned.
  • Personalized or custom-made products cannot be returned.

How to Request a Return

If you would like to return a product, please contact us first at: info@themove-experience.com

Please include:

  • Your order number
  • The product you wish to return
  • The reason for the return (optional)

Once your request has been received, we will provide further return instructions.

Return Shipping Costs

When exercising your legal right of withdrawal within 14 days, the return shipping costs are the responsibility of the customer.

If a product is damaged, defective, or incorrectly delivered, please contact us within 48 hours of receiving the order at info@themove-experience.com. In such cases, we will work with you to find an appropriate solution.

Refunds

Once we have received and inspected the returned product, we will process the refund within 14 days, or earlier where possible. The purchase price of the returned product will be refunded using the same payment method used for the original purchase, unless otherwise agreed.

Return requests must be submitted within 14 days of receiving the product. Return requests submitted after this period may no longer be accepted unless they relate to a valid warranty claim or a defective product.

Damaged, Defective, or Incorrectly Delivered Products

If you receive a damaged, defective, or incorrectly delivered product, please contact us preferably within 48 hours of delivery at info@themove-experience.com and, if possible, include photographs of the issue.

Reports submitted after this period will be reviewed on a case-by-case basis, but delayed reporting may make investigation and resolution more difficult.

Contact

The Move Experience Assendelft, The Netherlands KvK: 85242489 | VAT: NL004068983B24 Email: info@themove-experience.com www.themove-experience.com

We strive to handle every question, complaint, and return request as quickly and efficiently as possible.