1. Introduction & Scope

This Return, Refund & Replacement Policy (this “Policy”) sets out MOVA’s standard service procedures for returns, refunds, and replacement services for MOVA products purchased through the websites located at ca.mova.tech and any related webpages, whether accessed through a desktop browser, mobile browser, mobile application, or otherwise (collectively, the “Sites”).

This Policy applies only to customers who purchase MOVA products in Canada for personal, non-commercial use. It does not apply to distributors, resellers, or commercial purchasers.

This Policy describes MOVA's voluntary return, refund, and replacement services and operates in addition to, and not in lieu of, any applicable written warranty. Nothing in this Policy is intended to create, modify, limit, or exclude any rights or remedies that cannot be lawfully limited under applicable federal, provincial, or territorial laws, including consumer protection and warranty rights.

All return, refund, and replacement requests are subject to verification, inspection, and eligibility confirmation. MOVA reserves the right to deny or deem ineligible any request where applicable conditions are not met, to the extent permitted by law.

MOVA generally does not provide cross-border or international return, refund, or replacement services, except where otherwise required by applicable law.

For products purchased through third-party platforms, including Amazon, AliExpress, or other authorized marketplaces, return, refund, and replacement requests should be handled in accordance with the applicable platform policies or through the original seller.

2. Return & Refund Policy

2.1. Eligibility

For eligible products purchased through the Sites (excluding accessories, which are subject to Section 4 of this Policy), you may request a return and refund within thirty (30) calendar days from the later of: (i) the delivery date; or (ii) the purchase date shown on valid proof of purchase (such as an original receipt or invoice).

No reason is required for eligible returns, provided the product meets all eligibility conditions and inspection requirements set forth in this Policy.

2.2. Return Process

To initiate a return, customers must submit a return request and obtain return authorization from MOVA prior to shipping the product.

• Shipping Arrangement: Where applicable, MOVA will provide a prepaid return shipping label and cover standard return shipping costs for eligible returns. Non-standard shipping methods (including expedited shipping or special pickup services) shall be at the customer’s expense.
• Return Deadline: Once a return is authorized, the product must be shipped within fourteen (14) calendar days.
• Inspection: All returned products are subject to inspection upon receipt to determine eligibility under this Policy.
• Refunds: Approved refunds will be issued to the original payment method within fourteen (14) calendar days after the returned product has been received, inspected, and approved for a refund. Where applicable law requires a refund within a different period or calculated from a different date, MOVA will comply with such requirements.

Original shipping fees are non-refundable unless otherwise required by applicable law. Refunds will be calculated based on the amount actually paid by the customer after any applicable discounts, coupons, promotional credits, bundle pricing, or similar offers have been applied. Promotional discounts, coupons, and similar benefits have no cash value and will not be refunded separately unless required by law or expressly stated by MOVA.

2.3. Return Conditions

To be eligible for a return and refund, all of the following conditions must be met:

• Valid proof of purchase is provided, such as the original receipt or invoice.
• The product is returned as a complete set with all originally included items (including accessories, promotional items, documentation, and components, where applicable).
• All returned items must be in reasonably acceptable condition, with serial number labels remaining legible and without signs of misuse, unauthorized modification, or abnormal alteration beyond normal inspection and evaluation. Original packaging is recommended but not required, provided the product is packaged securely to prevent damage during transit.
• The product is shipped to the designated return address provided by MOVA.

MOVA reserves the right to deny or deem ineligible any return if the above conditions are not met, to the extent permitted by applicable law.

2.4. Return & Refund Exclusions

Return and refund requests may be denied or deemed ineligible in any of the following circumstances:

• Valid proof of purchase is not provided, or the documentation appears altered, forged, or tampered with.
• The return request is submitted outside the applicable 30-day return period.
• Items originally included with the product (including accessories, promotional items, documentation, and components, where applicable) are missing, incomplete, or not returned in reasonably acceptable condition.
• The product shows any defect, malfunction, damage, or quality issue resulting from misuse, abuse, negligence, unauthorized modification, improper installation, or use or operation inconsistent with the official instructions or user manual, as determined by MOVA upon inspection and testing.
• The product shows signs of excessive wear, heavy use, or modification beyond what is reasonably necessary to inspect and evaluate the product following delivery.
• The product is not shipped within fourteen (14) calendar days after authorization.

3. Replacement Policy

3.1. Eligibility

For eligible products purchased through the Sites (excluding accessories, which are subject to Section 4 of this Policy), if a suspected manufacturing defect is reported within thirty (30) calendar days from the later of: (i) the delivery date; or (ii) the purchase date shown on valid proof of purchase (such as an original receipt or invoice), you may contact MOVA to request a replacement.

Replacement service is limited to confirmed manufacturing defects and is subject to MOVA's verification and inspection.

3.2. Replacement Process

To request a replacement, you must submit a replacement request and obtain authorization from MOVA prior to returning the product. MOVA does not offer advance replacement. A replacement unit will be shipped only after MOVA has received and inspected the original product and approved the replacement request.

• Shipping Arrangement: Where applicable, MOVA will provide a prepaid return shipping label and cover standard return shipping costs for eligible replacement requests. Non-standard shipping methods (including expedited shipping or special pickup services) shall be at the customer’s expense.
• Return Deadline: Once a replacement request is authorized, the product must be shipped within fourteen (14) calendar days.
• Inspection: Upon receipt, MOVA will inspect the returned product to confirm the reported manufacturing defect and determine eligibility under this Policy.
• Replacement: Once the inspection is completed and the claim is approved, MOVA will provide a replacement unit. The replacement unit may, at MOVA’s discretion and subject to availability, be new, refurbished, or a product with equivalent performance and substantially similar appearance.

If the returned product is incomplete, MOVA may withhold the replacement unit until all missing items are returned. If you fail to ship the missing items within fourteen (14) calendar days after receiving MOVA’s additional return instructions for the missing items, MOVA may, to the extent permitted by applicable law, close the replacement request and return, store, or otherwise handle the items already received in accordance with applicable law.

3.3. Replacement Conditions

To be eligible for replacement service, all of the following conditions must be met:

• Valid proof of purchase is provided, such as the original receipt or invoice.
• The product is returned as a complete set, including the main unit, any charging, docking, or base station, where applicable, and all necessary accessories and components included with the product.
• All returned items must be in reasonably acceptable condition, with serial number labels remaining legible and without signs of misuse, unauthorized modification, or abnormal alteration beyond normal inspection and evaluation.
• Original packaging is recommended but not required. Where original packaging is not available, the product must be securely packaged using a sturdy alternative box to prevent damage during transit.
• The product is shipped to the designated return address provided by MOVA.

MOVA may deny or suspend replacement service, or require the return of any missing items, if the above conditions are not met, to the extent permitted by applicable law.

3.4. Replacement Service Limitations

To the maximum extent permitted by applicable law, MOVA’s obligations under the replacement service are limited to processing the replacement request and providing an eligible replacement unit in accordance with this Policy. MOVA is not responsible for any incidental, substitute, indirect, or consequential costs or expenses incurred during the replacement process, including the costs of cleaning services, lawn-care services, purchasing or renting a backup product, loss of use, transportation arranged by the customer outside MOVA’s instructions, third-party expenses, or obtaining similar substitute products or services. Nothing in this Section limits or excludes any liability that cannot be lawfully limited or excluded under applicable law.

3.5. Replacement Service Exclusions

Replacement service may be denied or deemed ineligible in any of the following circumstances:

• Valid proof of purchase is not provided, or the documentation appears altered, forged, or tampered with.
• The replacement request is submitted outside the applicable 30-day eligibility period.
• No manufacturing defect is identified after inspection and testing.
• The returned product or any included items show damage, misuse, negligence, or unauthorized modification that prevents reasonable inspection or verification of the reported issue.
• The issue results from misuse, abuse, negligence, unauthorized modification, improper installation, or use or operation inconsistent with the official instructions or user manual, as determined by MOVA upon inspection and testing.
• The product is not shipped within fourteen (14) calendar days after authorization.

4. Return & Replacement Service for Accessories

For accessories of MOVA products purchased through the Sites, you may request a return, replacement, or other appropriate remedy, as applicable, within seven (7) calendar days from the date of delivery if any incorrect items, missing items, transit damage, or non-user-caused quality defects are identified, provided that reasonable supporting evidence is submitted.

We encourage customers to inspect the products promptly upon delivery and report any issues within this period.

If you wish to return an accessory for personal reasons (such as a change of mind), you must submit your return request to MOVA within seven (7) calendar days from the date of delivery. The accessory must be brand new, unused, unopened, and in its original packaging with all accessories and documentation included. MOVA reserves the right to decline returns for items that have been opened, used, damaged, or are not in resalable condition.

Failure to report within seven (7) calendar days may affect MOVA’s ability to verify and process claims related to visible damage, incorrect or missing items, or transit damage; however, this shall not limit or exclude any rights or remedies you may have under applicable warranty terms or applicable consumer protection laws. 

Unless otherwise stated by MOVA, accessory return and replacement requests are subject to the applicable authorization, shipping, inspection, and processing procedures set out in Sections 2.2 and 3.2 of this Policy.

5. Other Provisions

5.1. For safety and hazardous materials handling reasons, severely damaged batteries (including but not limited to swollen, leaking, or physically damaged cells) should not be returned, unless required by applicable law or otherwise instructed by MOVA. If such items are returned without authorization, MOVA reserves the right to handle, isolate, or dispose of them in accordance with applicable safety regulations.

5.2. You are responsible for providing a complete and accurate shipping address. If the address is incorrect or incomplete, or if delivery is refused, you may be responsible for resulting loss or additional costs, to the extent permitted by applicable law.

5.3. If a product cannot be delivered or is returned due to refusal, incorrect address, or other customer-related reasons, MOVA may arrange for reasonable storage of the product, and reasonable storage fees and handling costs may apply. If the product remains unclaimed after reasonable notice and a reasonable opportunity to arrange delivery or collection, MOVA may take any action permitted by applicable law, including selling, recycling, disposing of, or otherwise dealing with the product in accordance with applicable notice and procedural requirements. MOVA may also refuse to accept or store non-MOVA products.

5.4. MOVA shall not be responsible for any loss of or damage to any non-original accessories, modifications, or personalized items attached to or returned with the product.

6. Policy Updates

MOVA may update this Policy from time to time. The updated version will take effect on the date of posting and will apply to purchases made on or after that date, unless otherwise stated or required by applicable law.

7. Contact Us

For any questions about this Policy, please contact our Customer Support Team via email: support@mova-tech.com.

You can also reach us via phone call: +1 (888) 308-6159 (Mon. to Sun. 9:00–18:00 EDT).