We want you to love what you buy from Moveline Direct. If something isn't right, here's how we'll put it right. This policy doesn't affect your legal rights as a UK consumer.
Changed your mind? 14 days to cancel
You can cancel your order for any reason within 14 days of the day you receive it. Just email us to tell us you want to cancel — you don't need to give a reason. You then have a further 14 days to send the item back.
- Items should be returned unused, in their original packaging where possible, with all parts and accessories.
- You may handle the item as you would in a shop to check it, but if it's been used beyond that, we may reduce your refund to reflect any loss in value.
- For change-of-mind returns, you pay the cost of sending the item back. We recommend a tracked service, as we can't refund items that don't reach us.
Faulty, damaged or wrong item
If your item arrives faulty, damaged, or isn't what you ordered, contact us with your order number and a photo. We'll fix it at no cost to you:
- Within 30 days of delivery you can choose a full refund.
- After 30 days, we'll offer a repair or replacement first, and a refund if that doesn't solve the problem.
- For low-cost items, we may simply send a replacement or refund you without asking for the item back.
- Where we do need the item back, we'll cover the return postage.
How to start a return
- Email dropdream11@gmail.com with your order number, the item(s) you'd like to return and the reason.
- We'll reply within one working day with our UK returns address and instructions.
- Please don't send items back to the address on the parcel or packaging — they may not reach us and we won't be able to refund them.
Your refund
- We'll refund you within 14 days of receiving the item back, or of you giving us proof that you've sent it — whichever is sooner.
- For a full order cancellation, we'll also refund the standard delivery cost you paid. Any extra paid for faster delivery isn't refundable.
- Refunds go back to your original payment method. Your bank may take a few extra days to show it.
Cancelling before dispatch
If your order hasn't shipped yet, email us and we'll cancel it and refund you in full straight away.
Items that can't be returned for change of mind
- Personalised or made-to-order items.
- Sealed health, hygiene or beauty products once the seal has been opened.
- Gift cards.
These items are still covered if they arrive faulty, damaged or incorrect.
Christmas gifts
Orders placed between 1 November and 24 December can be returned for change of mind until 15 January, so gifts can be swapped after Christmas.
Contact us
Questions? Email dropdream11@gmail.com and we'll get back to you within one working day.