Refund policy
Last updated: November 5, 2026
At a glance
| Situation | What you can do | Return shipping costs |
|---|---|---|
| You change your mind (unused product) | Return it to us within 30 days of receipt, without giving any reason, and get a refund | Paid by you |
| Product used (worn, adjusted to the body, washed or soiled) | No return under our 30-day returns policy (see section 1) | — |
| Damaged, defective or wrong product | Replacement or refund (legal guarantee of conformity, 2 years) | Paid by us |
| Lost parcel | Free reshipment or refund, your choice | — |
1. Returns within 30 days (unused products)
You have 30 days from receipt of your order to return an unused product to us and get a refund, without having to give any reason. This period goes beyond the 14-day statutory right of withdrawal (Articles L.221-18 et seq. of the French Consumer Code), which it includes.
Unused products only: our products are comfort and everyday-support accessories (such as posture correctors, walking canes and lumbar supports), some of which are worn against the skin. To be returned, a product must be unused, complete and in its original condition and packaging. A product that has been worn, adjusted to the body, used, washed or soiled cannot be returned under this 30-day returns policy. During the 14-day statutory withdrawal period, you may still withdraw, but the refund may be reduced by any diminished value resulting from handling the product beyond what is necessary to establish its nature, characteristics and functioning (Article L.221-23 of the French Consumer Code). Products delivered sealed for reasons of hygiene or health protection cannot be returned once unsealed (Article L.221-28, 5° of the French Consumer Code).
2. How to return a product to us
- The easiest way: click Withdraw from contract here (link at the bottom of every page). Enter your name, order number and email, then click “Confirm withdrawal.” You will receive an acknowledgment of receipt by email.
- You can also write to us at support@movmel.com or send us the model form below.
- Then return the unused products, within 14 days of your request, to: Wall Agency — Movmel (return address provided by email). We recommend using a tracked shipping method and keeping proof of postage.
3. Refund
We refund the price of the products no later than 14 days after your withdrawal request, using the payment method used for the order. We may wait until we have received the products, or proof that they have been shipped, before issuing the refund. Return shipping costs remain your responsibility. If you return only part of an order that benefited from a bundle offer or a discount code, the refund corresponds to the price actually paid for the returned products.
4. Damaged, defective or non-conforming product
Write to us at support@movmel.com with your order number and a photo of the product. Under the legal guarantee of conformity (2 years from delivery), we will replace the product or, if that is not possible, refund it. The costs are paid by us. You are also covered by the guarantee against hidden defects (Articles 1641 to 1649 of the French Civil Code). Full details are set out in Article 9 of our Terms of Sale.
5. Exchanges
We do not offer direct exchanges (for example for another size): return the unused product within 30 days, then place a new order.
6. Model withdrawal form
(Please complete and return this form only if you wish to withdraw from the contract.)
To Wall Agency — Movmel — support@movmel.com:
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
7. Contact
Email: support@movmel.com — reply within 1 business day.