Refund policy

This Refund & Returns Policy outlines the terms under which products purchased via the MoveCom Pty Ltd (Move), the eCommerce Marketplace operated by the Senwes Group, may be returned or refunded. It is governed by the Consumer Protection Act (CPA) 68 of 2008, and the Electronic Communications and Transactions Act (ECTA) 25 of 2002.

Goods purchased from Move may be returned in the following circumstances:

1. Purchases from Direct Marketing

• If goods are purchased as a result of direct marketing the client may, for a period of 5 (five) days after the conclusion of the contract or receipt of the goods, elect to cancel the contract and return the goods without incurring any penalty.
• Direct marketing occurs in circumstances where Move approaches a client, whether directly through its personnel or representatives or by mail or electronic communication, for the direct or indirect purpose of promoting or offering to supply, in the ordinary course of business, any goods or services to the client.
• To exercise this right:
  • Notify Move in writing (by email or other electronic communication) of your decision to cancel.
  • Goods returned to Move in terms of this paragraph (Direct Marketing) shall be at the client’s risk and cost.
  • Goods must be returned in their original unopened packaging and in resalable condition.
• The return of goods as a result of direct marketing does not apply with respect to any goods if:
  • for reasons of public health or otherwise, a public regulation prohibits the return of those goods to Move, once they have been supplied to, or at the direction of, a consumer; or
  • after having been supplied to, or at the direction of, the client, the goods have been partially or entirely disassembled, physically altered, permanently installed, affixed, attached, joined or added to, blended or combined with, or embedded within, other goods or property.
• If the client chooses to return the goods on the basis set out herein, the client is entitled to a refund of the purchase price of the goods subject thereto that the goods are in the original unopened packaging. If the goods are not returned in the original unopened packaging, then Move is entitled to charge an amount in respect of the returned goods on the basis set out under paragraph 6 (Charges), below.

2. Goods not seen before purchase

• If the client purchases goods which goods the client did not have the opportunity to examine before the goods were delivered to the client, the client may on delivery of such goods reject, without penalty or cost, the goods if:
  • the goods are found not to be of a type and quality reasonably contemplated in the purchase contract;
  • If the client agreed to purchase goods solely on the basis of a description or sample, or both, as provided by Move, and the goods delivered to the client do not in all material respects and characteristics correspond to that which the client, as an ordinary alert consumer, would have been entitled to expect based on the description or on a reasonable examination of the sample, as the case may be;
  • in the case of a special-order contract, do not reasonably conform to the material specifications of the special order.
• The return of goods not seen before purchase does not apply with respect to any goods if:
  • for reasons of public health or otherwise, a public regulation prohibits the return of those goods to Move, once they have been supplied to, or at the direction of, a consumer; or
  • after having been supplied to, or at the direction of, the client, the goods have been partially or entirely disassembled, physically altered, permanently installed, affixed, attached, joined or added to, blended or combined with, or embedded within, other goods or property.
• Goods returned in terms of this paragraph (Goods not seen before purchase) shall be for the cost and risk of Move. The goods must be returned to Move within 10 (ten) business days after delivery of the goods.
• If the client chooses to return the goods on the basis set out in this paragraph, the client is entitled to a refund of the purchase price of the goods subject thereto are in its original unopened packaging. If the goods are not returned in the original unopened packaging then Move is entitled to charge an amount in respect of the returned goods on the basis set out under paragraph 6 (Charges), below.

3. Goods do not meet particular standards

• If the client has informed Move that the goods are intended for a particular purpose and within 10 (ten) business days after delivery of the goods to the client it is found that the goods are not suitable for that particular purpose.
• Goods returned in terms of this paragraph (Goods do not meet specific standards) shall be for the cost and risk of Move and must be returned to Move within 10 (ten) business days after delivery of the goods.
• The return of goods that do not meet a particular standard does not apply with respect to any goods if:
  • for reasons of public health or otherwise, a public regulation prohibits the return of those goods to Move, once they have been supplied to, or at the direction of, a consumer; or
  • after having been supplied to, or at the direction of, the client, the goods have been partially or entirely disassembled, physically altered, permanently installed, affixed, attached, joined or added to, blended or combined with, or embedded If the client choose to return the goods on the basis set out in this paragraph, the client is entitled to a refund of the purchase price of the goods subject thereto that the goods are in the original unopened packaging. If the goods are not returned in the original unopened packaging then Move is entitled to charge an amount in respect of the returned goods on the basis set out under paragraph 6 (Charges), below.
• If the Goods are returned as contemplated in this paragraph the client is entitled to a refund of the price paid for the goods if the goods are returned in the original unopened packaging. If the goods are not returned in the original unopened packaging then Move is entitled to charge an amount in respect of the returned goods on the basis set out under paragraph 6 (Charges), below.

4. Mixture of goods

• If Move delivers a mixture of goods it has agreed to supply to the client and such goods are mixed with goods of a different description not contemplated in the agreement between the parties in respect of the goods, then the client may:
  • accept for delivery those goods which are in accordance with the agreement (in respect of the goods) and reject delivery of the goods which were not agreed to by the parties; or
  • reject all of the delivered goods.
• Goods returned in terms of this paragraph (Mixture of Goods) shall be for the cost and risk of Move and must be returned to Move within 10 (ten) business days after delivery of the goods.
• If the Goods are returned as contemplated in this paragraph the client is entitled to a refund of the price paid for the goods are returned in the original unopened packaging. If the goods are not returned in the original unopened packaging, then Move is entitled to charge an amount in respect of the returned goods on the basis set out under paragraph 6 (Charges), below.
• The return of goods in terms of this paragraph does not apply with respect to any goods if:
  • for reasons of public health or otherwise, a public regulation prohibits the return of those goods to Move, once they have been supplied to, or at the direction of, a consumer; or
  • after having been supplied to, or at the direction of, the client, the goods have been partially or entirely disassembled, physically altered, permanently installed, affixed, attached, joined or added to, blended or combined with, or embedded within, other goods or property.

5. Goods purchased via electronic platform

• Where goods are purchased by way of electronic platform, the client may within 7 (seven) days after receipt of the goods cancel such purchase without penalty. In such instance the client shall be liable for the risk and cost of returning the goods.
• The client shall also be entitled to a full refund of any payment made in regard to the purchase made.

6. Implied warranty

• Where the client has expressly been informed that particular goods are offered in a specific condition and the client has agreed to accept the goods in that condition, or knowingly acted in a manner consistent with accepting the goods in that condition, no warranty in respect of such goods shall apply, except if Move has in writing expressly stipulated such warranty.
• Subject to the aforementioned paragraphs, the goods sold by Move shall be:
  • reasonably suitable for the purposes for which they are generally intended;
  • of good quality, in good working order and free of any defects;
  • useable and durable for a reasonable period of time, having regard to the use to which they would normally be put and to all the surrounding circumstances of their supply; and
  • comply with any applicable standards set under the Standards Act, 1993 (Act No. 29 of 1993), or any other public regulation.
• If the goods delivered fail to satisfy the requirements and standards set out in paragraph 7.2 then the client may return the goods to Move at its risk and expense, in which instance Move shall, at the election of the client:
  • refund the client with the price paid for the goods;
  • repair the goods; or
  • replace the goods.

7. Charges

• If the goods are returned in their original condition and repackaged in their original packaging, Move may charge the consumer a reasonable amount for:
  • use of the goods during the time the goods were in the consumer’s possession, unless the goods are ordinarily consumed or depleted by use, and no such consumption or depletion has occurred; or
  • any consumption or depletion of the goods, unless that consumption or depletion is limited to a reasonable amount necessary to determine whether the goods were acceptable to the consumer; or
  • in any other case, Move may charge the client a reasonable amount:
    • If the goods are returned in their original condition and repackaged in their original packaging ; and
    • for necessary restoration costs to render the goods fit for re-stocking, unless, having regard to the nature of the goods, and the manner in which they were packaged, it was necessary for the consumer to destroy the packaging in order to determine whether the goods:
    • conformed to the description or sample provided, in the case of goods that had not been examined by the client before delivery; or
    • if the goods were delivered to satisfy a particular purpose, which purpose was communicated to Move beforehand, and within 10 (ten) days after delivery of the goods to the client it was found unsuitable for that specific purpose.

8. Exclusions

• No goods will be accepted for return or refund nor be covered by the above-mentioned warranty if the goods are damaged as a result of any one or more of the following:
  • negligent or incorrect use of the product.
  • electric surge.
  • changes made to the goods.
  • The product not being used in accordance with specifications or intended use
  • Abuse of the goods.
  • General wear and tear from use.

9. Animal Health Products & Pet Feeds

• Please note that animal health products and pet feeds ordered online are not eligible for return or credit, in line with our in-store return policy. This applies regardless of condition, and no returns will be accepted unless required under the Consumer Protection Act 68 of 2008.

10. Returns Procedure

All returns are subject to Move’s Terms and Conditions and applicable provisions of the Consumer Protection Act (68 of 2008) and the Electronic Communications and Transactions Act (25 of 2002).

Please note that returns cannot be initiated or processed in-store. All return requests must be logged online via your Move customer profile.

• All returns are subject to Move’s Terms and Conditions.
• You may request to return products purchased from Move within 30 (thirty) days of purchase, provided that the products are in a clean, unused, original, and re-saleable condition, in undamaged packaging, and with all original labels and hangtags attached.
• For warranty-related returns, please refer to Clause 4 of Move’s Terms and Conditions. Warranty claims will be evaluated according to the manufacturer’s warranty policy and the nature of the defect.

Users should follow the following steps to log a return:

Step 1: Log Your Return Online

• Sign in to your Move account at https://move.store
• Navigate to your Orders page and select the relevant order.
• Click “Request a Return” and complete the online return form.
• Once submitted, you will receive an email confirmation that your return request has been logged.
• Alternatively, if you experience difficulty submitting online, you may email info@move.store with the following details:
  • Order number
  • Product description
  • Product condition (unopened / opened / damaged)
  • Reason for return
  • Collection address for courier pickup

Step 2: Review and Authorisation

• Once your return request has been received, Move will review it on merit and confirm whether it falls within the applicable return timeframes and policy conditions.
• If approved, Move will send you:
  • A Return Authorisation Number (RAN)
  • Return and shipping instructions, including the correct return address.

Step 3: Shipping or Drop-off

• Clearly mark your return package with “Move Online Return” and your Return Authorisation Number (RAN).
• Follow the instructions provided in your confirmation email:
  • If your order was delivered, ship the goods back to the address provided.
  • If your order was collected in-store (Click & Collect), return the goods to the same store from which you collected them.
• Unless otherwise specified, you are responsible for the return shipping cost. Promotional or sale items are non-returnable unless defective under the CPA.

Step 4: Inspection and Refund

• Once the returned goods have been received, Move will conduct a quality inspection to verify that they meet the return criteria.
• If your return is approved, Move will refund you the purchase price of the returned item(s) within 14 (fourteen) working days of approval.
• Refunds will be made to the original payment method.
• Original shipping fees are non-refundable.
• Returned items will not qualify for refund if they are:
  • Used, damaged, incomplete, or not in original packaging;
  • Missing labels, hangtags, or components; or
  • Returned outside the specified return window.

11. Exchanges

• Move does not currently facilitate direct exchanges.
• If you wish to exchange a product, please complete the return process for a refund and place a new order for your preferred item once your refund is processed.

12. Late or Invalid Returns

• Move does not currently facilitate direct exchanges.
• If you wish to exchange a product, please complete the return process for a refund and place a new order for your preferred item once your refund is processed.
• Move cannot accept responsibility or liability for late, unlogged, or unauthorised returns.
• Returns sent without an approved Return Authorisation Number (RAN) will not be processed or refunded.

13. Refund Timelines

• Refunds will be processed once the returned goods have been received and inspected.
• Approved refunds will be made to the original payment method within 10 to 14 business days, depending on your bank or payment provider.

14. Marketplace Seller Returns

• Move operates as a marketplace where multiple verified sellers trade on the platform https://move.store.
• In such cases:
  • Returns may be facilitated directly between the customer and the respective seller.
  • Move will assist in coordinating the process and ensuring CPA compliance.
  • The refund will be issued by Move or the relevant seller once the return is validated.

15. Support & Customer Queries and Complaints

• Our customer support department contact details:
• Phone: +27 18 464 7600
• Email: info@move.store
• Address: Senwes Head Office, 1 Charel de Klerk Street, Klerksdorp