1. Refund window
You have 14 days from the order completion date to request a refund. Requests outside this window are at the Merchant’s discretion.
2. Flow
- Contact the Merchant directly via their store page (each Movo product page lists the Merchant’s contact).
- If the Merchant rejects, refuses to respond within 7 days, or you and the Merchant cannot agree, contact Movo at service@movo.com.my for mediation.
- Movo will review the dispute (typically within 5 working days) and decide.
3. Refund destination (COD orders)
You choose:
- (a) Refund to Cashback Wallet — credited instantly. No bank-transfer fees.
- (b) Refund to bank account — please provide bank account details. Manual bank transfer takes 1-3 working days.
4. Return shipping
- Defective / mis-described products — Merchant pays return shipping.
- Other reasons (size mismatch, change of mind) — Customer pays return shipping.
5. Cashback handling on refunds
If the refunded order had earned 2% cashback, the cashback is deducted from your wallet (negative balance allowed; next legitimate cashback pays it down). If you had applied cashback at checkout on the refunded order, the applied portion is refunded back to your wallet.
6. Referral Partner commission clawback
If the refunded order had been attributed to a Referral Partner, the 12% referral commission is deducted from the Referral Partner’s account (negative balance allowed). Movo does not pursue already-paid-out commissions for claw-back; only unpaid future commissions are netted.
7. Active User status impact
Refunds count against the rolling RM 200 / 1 year Active User threshold. If a refund causes your net spending to drop below the threshold, your Active User status may revert to Frozen until you make further legitimate purchases.
8. Excluded categories
Per CONTEXT.md compliance gates, refunds for cross-border NPRA / MOH / DVS items are subject to import-licence verification. Halal items have additional certificate verification.
9. Updates
Last updated: 2026-05-20.
