EXCHANGE AND/OR RETURN POLICIES
CHANGE POLICIES
For MUVEX it is very important that you are always completely satisfied and happy with the products purchased. However, if for any reason you are not satisfied with your purchase, you may exchange it within thirty (30) days from the date you receive your product.
It is important to keep in mind the following requirements in order to be eligible for the change:
- The product must not have been used, washed or damaged.
- The original label must be preserved. We suggest that you try on the garments before removing them.
- They must be returned in the original packaging.
- The purchase invoice or gift certificate must be presented.
- Items on promotion or purchased in the “discounts” section are non-exchangeable. Except for warranty.
MUVEX will refund the money when the customer requests the right of withdrawal or when the customer returns the product under warranty and does not wish to have a credit balance.
The steps to request a refund are as follows:
- The customer must request a refund through the customer service line 311 2493420 or by e-mail to servicioalcliente@muvexsports.com.
- The customer will receive an email indicating the recipient and address to which the item must be sent, along with a copy of the invoice. Complete banking details for a savings or current account will be requested to process the transfer within a maximum period of 30 calendar days from the date the item is received at the destination address along with the banking information.
- The customer must reply to the previous email with the following complete banking details to initiate the process: – Full name – Identification number – Bank – Account type – Account number
- The customer is responsible for the shipping cost from their location to the notified address.
QUALITY PRODUCT CLAIM
If you have used the garment properly and it has a quality issue, we will proceed with the product exchange, and all transportation expenses you have incurred will be refunded. If your warranty claim is not accepted after being evaluated by our technical department due to non-compliance with the above conditions, we will contact you within 15 working days from the date of your claim to arrange for a freight collect shipment where you will have to pay the carrier at the time of delivery of the product.
Before filing a claim, we suggest that you consult the most common cases of refusal of exchanges due to misuse of garments:
- The time limit of three (3) months after delivery of the purchase to make the claim has been exceeded.
- Failure to follow washing and care instructions.
- Use of deodorants with chemicals that discolor fabrics.
- Use of chemicals or bleach in the wash.
- Fading by direct sun drying.
- The garment was altered or modified by the customer and therefore its last was damaged.
- The print, appliqués or embroidery were ironed on.
- Normal wear and tear of the garment. If you still have any questions, you can contact the Customer Service Line 311 2493420 from Monday to Friday, from 8:00 a.m. to 12:30 a.m. and from 2:00 to 6:00 p.m. or by e-mail at servicioalcliente@muvexsports.com. In the event that MUVEX has mistakenly shipped an item other than the one ordered, we will acknowledge the exchange. All transportation costs will be reimbursed. In this case you should contact our Customer Service Line 311 2493420 from Monday to Friday, from 8:00 a.m. to 12:30 a.m. and from 2:00 to 6:00 p.m. or at servicioalcliente@muvexsports.com.
We will schedule our carrier to pick up the wrong product at the place where the delivery was initiated and then ship the correct one ordered through our website.
