Refund and Returns Policy – Effective Date: January 7, 2025

At Move Suri, customer satisfaction is our priority. We understand that sometimes a purchase may not meet your expectations, and we are committed to making the return and refund process as simple as possible. This policy outlines our terms and procedures for returning products and requesting refunds.

1. Eligibility for Returns

You are eligible to return products within 30 days from the date of delivery if the following conditions are met:

  • The item is unused, undamaged, and in its original packaging.
  • The item is not a final sale or excluded category (e.g., personalized or custom items).
  • You have the original proof of purchase (receipt or order confirmation).

2. How to Request a Return

To initiate a return, please follow these steps:

  • Contact Us: Email us at info@movesuri.com or call (320) 230-2338 with your order number and the item you wish to return.
  • Return Authorization: Our customer service team will provide you with a Return Merchandise Authorization (RMA) number and the return address.
  • Prepare Your Return: Securely pack the product in its original packaging, including any accessories or instructions, and affix the RMA number to the package.

Note: Shipping costs for returns are the responsibility of the customer, unless the return is due to a defect or error on our part.

3. Refunds

Once we receive the returned item and confirm it meets our return criteria, we will process your refund. Refunds will be issued to the original payment method used for the purchase. Please note:

  • Processing Time: Refunds typically take 5-10 business days to process, depending on your bank or payment provider.
  • Restocking Fees: In some cases, a restocking fee of up to 15% may apply to returns. This fee will be deducted from the total refund amount.
  • Non-refundable Items: Some items may be non-refundable, including personalized products, clearance items, or products marked as “final sale.”

4. Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 7 days of receiving the product. We will provide you with a return label and either a full refund or a replacement, depending on your preference and availability of the item.

  • Damaged Items: Take pictures of the damaged product and packaging, and include this in your communication with us for a faster resolution.
  • Defective Items: If an item is found to be defective, we will offer a refund or replacement, and we will cover the return shipping costs.

5. Exchanges

We do not offer direct exchanges. If you wish to exchange an item for a different size, color, or product, please follow the return process and place a new order for the desired item.

6. Sale or Discounted Items

Sale or discounted items are eligible for return within the same 30-day period, provided they meet the return conditions. However, the original price paid will be refunded.

7. International Returns

For international orders, the return process is similar to domestic returns. Please note:

  • Return Shipping Costs: International return shipping costs are the responsibility of the customer.
  • Customs Fees: Any customs or import duties related to the return will also be the responsibility of the customer.

8. Contact Information

For any questions regarding returns, refunds, or exchanges, please contact us:

  • Email: info@movesuri.com
  • Phone: (320) 230-2338
  • Address: 349-19 1/2 N Ave, Saint Cloud, Minnesota (MN), 56303, United States

We are committed to ensuring that you are satisfied with your purchase. If you need assistance with a return or refund, don’t hesitate to reach out to us. Thank you for shopping with Move Suri!