Refund and Returns

Return information on pre-order items

If you need to change or cancel your pre-order, you can do so free of charge at any time before your order is processed and dispatched. Write to us via Live Chat at the bottom of your screen or email us at hello@movewithascend.com with the following information:

• Your order number
• Product you wish to modify or cancel 
• Reason you wish to modify or cancel

If all criteria are met, we will proceed with your request. Order modifications will be confirmed via email. For cancellations, a refund will be initiated automatically once the order is cancelled. 

Return information for change of mind (shipping label not-created)

If you need to change or cancel your order, you can do so free of charge at any time before your order is processed and dispatched. Write to us via Live Chat at the bottom of your screen or email with the following information:

• Your order number
• Product(s) you wish to cancel or add to your order
• Reason you wish to cancel

If all criteria are met, an agent will be able to modify your order free of charge and cases of refund will be initiated automatically once the order is cancelled. 

Return information when order is processed and dispatched

For an exchange or a refund, the request must be made within 30 days after your order has been delivered. All return requests without the products’s original packaging will be refused. The products must be in their original condition, you are fully responsible for repackaging and shipping all items back to us in their original packaging. If a return is initiated, a prepaid return label will be provided at a discounted rate. Please note that return labels are only valid for a period of fourteen (14) days from the date of issue by email. If you do not use, exchange or use the prepaid return label during its period of validity, you will be responsible for the cost of obtaining a second prepaid return label.

All returns are subject to a restocking fee equal to ten percent (10%) of the total value of the product(s) returned.

Failure to return items in their original condition and packaging will be subject to a restocking fee between ten percent (10%) and thirty percent (30%) of the total value of the product(s) returned which will be left to the discretion of the receiving agent.

Free products are not eligible for returns in exchange for refunds or any other form of compensation.

To initiate the return write to us via Live Chat at the bottom of your screen or email us at hello@movewithascend.com with the following information:

• Your order number
• Product you wish to cancel
• Reason you wish to cancel

The refund/compensation will be initiated once the package has been received and inspection has been done. See more information below about the processing time. 

Return information on defective/missing upon arrival items

We always strive to deliver the highest quality product before it leaves our warehouse. Although it is rare, some damage may occur during the shipping process. If your order arrives damaged or missing parts for whatever reason, we can offer to send you replacement parts or a completely new unit, depending on the severity of the damage.

If a product is returned under warranty terms with the request of a refund or an exchange, upon receiving the return and inspection of the product, we reserve the right to refuse the refund/exchange as well as the right to modify the refund amount/charge additional fees for the exchange, if there has been a breach which voids the warranty coverage offered by our company and/or if the state of the product is not as described in its original condition or in the condition disclosed by the client when requesting the return. This includes and is not limited to: any breach of warranty as mentioned in our warranty coverage mentioned hereby below : 

• Missing parts
• Undisclosed damages done to the product
• Improper packaging
• Failure to follow instructions regarding the handling of the product or anything that can affect the company's ability to salvage the product
• Refurbish and/or resell the product.

Aesthetic problems are not considered defects. A defect is considered to be present if there is a problem that affects the operation or the handling of the product.

If you believe you have received a defective product, please contact us within 7 days of receiving the product.

To initiate a return process, write to us via Live Chat at the bottom of your screen or email us with the following information:

• Your order number
• The item that is defective/missing
• A photo or video of the defect

A customer service representative will assess your situation and assist you accordingly. Provided your item is defective, we will replace the item without charge as soon as possible. 

If a return is initiated, a prepaid return label will be provided free of charge. Please note that return labels are only valid for a period of fourteen (14) days from the date of issue by email. If you do not use, exchange or use the prepaid return label during its period of validity, you will be responsible for the cost of obtaining a second prepaid return label.

The refund will be initiated once the package has been received and inspection has been done. See more information below about the processing time. 

Unclaimed orders or address errors

If an order is returned to us because it has not been claimed at the post office or because of an address error, a member of the team will contact you by email. If we have not heard from you within 30 days of this email, the order will be cancelled without refund or exchange. Should you wish the product to be reshipped, any additional shipping fees shall be acquitted.

Processing time for returns

Once the package is received in our warehouse, the processing time is 5 to 10 business days as all items must be inspected before being accepted. If more than 10 business days have passed since the e-mail confirmation was sent, please contact us.

You will receive a confirmation email as soon as the refund is processed. Once your order is refunded, please allow up to 10 business days for the transaction to appear on your bank statement. 

Additional return information

Return liability information

For all returns, if the returned items are damaged or lost due to improper repackaging and/or shipping problems with the items, the cost of repair and/or replacement will automatically be deducted from any refund we issue to you following the return. We will not be responsible or liable in any way for any damage or loss of an item in transit and/or caused by the carrier handling the return. Once your order is refunded, please allow up to 10 business days for the transaction appear to on your bank statement 

Return payment information

All refunds or exchanges will be made in the original form of payment, minus the various charges detailed above where applicable. However, we may, at our sole discretion, issue refunds in the form of store credit. Shipping and handling charges are non-refundable.

All additional shipping charges and restocking fees will be automatically deducted from the refund we issue to you upon return, if applicable.

There will be no refund of the initial delivery charge once the order has been received by the customer. 

No refund or credit will be given, nor will any product be returned to you, for any counterfeit product received by us.

Return information on discontinued products
In addition, for products that have been discontinued or are no longer available on our website, returns will be accepted for a period of six (6) months after the official discontinuation date.