Refund policy
Returns & Refunds — Products Only
This policy applies to physical products purchased from the MOVEMEN online store.
It does not apply to haircuts, barbering or salon appointments, appointment deposits, academy courses, training, or other services. These are subject to separate booking and cancellation terms.
Online Orders — Change of Mind
If you purchase a physical product online, you have the right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days of receiving your order.
Once you have notified us that you wish to cancel, you then have a further 14 days to return the product.
To start a return, email hello@movemen.co.uk with:
- Your name
- Your order number
- The product(s) you wish to return
- The reason for contacting us, where relevant
We will then provide you with the appropriate return instructions.
Condition of Returned Products
You may inspect and handle a product as you reasonably would in a shop to establish its nature, characteristics and functioning.
If a product has been handled beyond what is reasonably necessary and this causes a reduction in its value, we may make an appropriate deduction from your refund where permitted by law.
Please return products securely packaged and, where reasonably possible, with their original packaging and accessories.
Not having the original packaging by itself does not affect your statutory rights.
Return Postage
For a change-of-mind return of a non-faulty product, you will normally be responsible for the direct cost of returning the product where you were informed of this before purchase.
We recommend using a tracked postal or courier service and retaining your proof of postage until your refund has been completed.
If a product is faulty, damaged, incorrectly supplied or not as described, we will deal with reasonable return costs as required by UK consumer law.
Refunds
For an eligible cancellation, we will refund the amount paid for the returned product.
Where required by law, we will also refund the cost of our standard outbound delivery service.
If you chose a more expensive delivery option, such as express or next-day delivery, we are not required to refund the additional amount above the cost of our standard delivery service.
Refunds will normally be made to the original payment method.
We will issue an eligible refund within the time required by UK consumer law, normally no later than 14 days after receiving the returned product or, where applicable, receiving evidence that the product has been sent back.
Products Excluded From Change-of-Mind Returns
Certain products may be excluded from the statutory change-of-mind cancellation right where a legal exception applies. This may include products that are:
- Made to your specifications or clearly personalised
- Liable to deteriorate or expire rapidly
- Sealed and not suitable for return for health protection or hygiene reasons once the seal has been broken
For hygiene-sensitive products, such as certain personal-care or grooming products, the exception only applies where the legal requirements for the exemption are met.
These exclusions do not remove your statutory rights if a product is faulty, damaged, misdescribed or otherwise does not meet the requirements of UK consumer law.
Faulty, Damaged, Incorrect or Misdescribed Products
Your statutory rights are not affected by this policy.
Products supplied by MOVEMEN must be of satisfactory quality, fit for purpose and as described.
If a product is faulty, damaged, incorrect or not as described, please email hello@movemen.co.uk as soon as possible with your order number and details of the issue.
Where appropriate, please include photographs showing the problem.
Under UK consumer law, consumers generally have a short-term right to reject faulty goods within 30 days and receive a refund.
After this period, you may have rights to a repair or replacement and, where the relevant legal requirements are met, a further right to a refund or price reduction.
Sale and Discounted Products
Sale and discounted products have the same statutory rights as full-price products.
A reduced price does not remove your rights where a product is faulty, not as described or not fit for purpose.
Products Purchased In Store
The statutory 14-day change-of-mind cancellation right described above applies to distance purchases such as online orders.
For products purchased in person at a MOVEMEN location, there is no automatic legal right to a refund simply because you have changed your mind.
Your statutory rights still apply where an item is faulty, misdescribed or not fit for purpose.
Contact Us
For a return, refund or product-related issue, please contact:
MOVEMEN
Email: hello@movemen.co.uk
Please include your order number so that we can assist you as quickly as possible.
Nothing in this policy limits or excludes any rights you have under applicable UK consumer law.