Last updated: 21 August 2026

This policy does not limit any rights or remedies that cannot be excluded under applicable consumer law, including the Australian Consumer Law where it applies.

30-day return request period

For eligible non-custom products, customers may request a return within 30 days after delivery. Contact support@moventixmedical.com before sending an item back. Include the order number, the item concerned, the reason for the request, and clear photos where relevant. Do not send a return until MOVENTIX Medical has confirmed the return instructions and address.

Change of mind, incorrect size, or incorrect selection

If an eligible non-custom product is returned because of a change of mind, an incorrect size, or an incorrect selection, the customer is responsible for return shipping to China. The item must be in eligible return condition, with all included parts and packaging where applicable.

No separate outbound shipping deduction will be made when the original order was sold with free shipping.

Incorrect item, manufacturing defect, or eligible quality problem

If MOVENTIX Medical confirms that the wrong item was sent, or that the product has a manufacturing defect or other eligible quality problem, we will provide an appropriate remedy. Depending on the circumstances, this may include a free replacement, replacement parts, repair, refund, or a prepaid return label where a return is required.

If MOVENTIX Medical requires the return of an item for a confirmed seller error, the customer will not be required to pay the return shipping cost.

Custom-made products

Custom-made products are produced using customer-confirmed measurements and configuration information. Once customisation or production has begun, returns or exchanges are not accepted solely because of a change of mind, an incorrect customer selection, or inaccurate or incomplete customer-supplied measurements.

This does not exclude remedies for a confirmed manufacturing defect, an eligible quality problem, or rights that cannot be excluded under applicable law.

Hygiene-sensitive and sealed products

Some hygiene-sensitive products may not be eligible for a change-of-mind return after their protective seal or packaging has been opened. This restriction applies only where it is appropriate for the specific product and does not exclude remedies for a defect or rights required by applicable law. It does not automatically apply to every ALPS product.

Return destination

Approved returns are sent to the designated MOVENTIX Medical return location in Qingdao, Shandong, China. The exact return label and recipient details will be supplied with the return authorisation. Do not send a parcel without approval.

Refund timing

The return must complete customs clearance, be delivered to the authorised return location, and be inspected. If the return is approved, the refund will be processed to the original payment method within 5 business days after receipt and inspection. Financial institutions can require additional time to post the refund.

Cancellation

Customers may request cancellation within 6 hours after placing an order. A request is not guaranteed if processing, procurement, customisation, or production has already begun. See the Cancellation Policy for details.