Refund policy
Last updated: 20 July 2026
This Return and Refund Policy applies to purchases made through moviex.shop, operated by 2S Paletten GmbH.
1.1 Voluntary 30-Day Return Window
You may ask to return an eligible product within 30 calendar days from the date on which the order was delivered.
For a return to be accepted, the product should:
- Be unused and in resalable condition.
- Remain complete, including accessories, labels, instructions, and supplied components.
- Be returned in its original packaging where reasonably possible.
- Not show damage caused by misuse, alteration, improper installation, or excessive handling.
- Be accompanied by the order number or another reasonable proof of purchase.
This additional 30-day policy does not reduce any mandatory statutory consumer rights.
1.2 Starting a Return
Send your request to info@moviex.shop before dispatching the goods.
Please provide:
- Your name
- Order number
- Product concerned
- Delivery date
- Reason for return
- Photographs, if the product is damaged or defective
After reviewing the request, we will provide the applicable return instructions. Products sent without prior contact may experience processing delays.
1.3 Return Costs
Unless the item is defective, incorrectly delivered, or another rule applies by law, the customer pays the direct cost of returning the goods.
Please keep the shipping receipt and tracking information until the return has been completed. We are not responsible for an untracked return that cannot be shown to have reached us.
1.4 Damaged, Defective, or Incorrect Items
If an order arrives damaged, incomplete, defective, or different from the product ordered, contact us at info@moviex.shop as soon as possible.
After assessment, we may provide an appropriate remedy, including:
- Replacement
- Repair
- Price reduction
- Refund
- Another remedy required by applicable law
We may request photographs or other evidence to evaluate the issue.
1.5 Refund Processing
Once the returned product has been received and checked, we will notify you of the outcome.
Where a refund is approved:
- It will normally be made to the original payment method.
- It will cover the price of the returned product.
- Standard original delivery charges will be reimbursed where required by applicable law.
- Optional premium delivery charges may be excluded where legally permitted.
The time for funds to appear depends on your bank or payment provider. If an approved refund has not arrived within a reasonable time, contact us at info@moviex.shop.
1.6 Reduced Refunds
Where legally permitted, we may reduce a refund to reflect a loss in value caused by handling beyond what is reasonably necessary to inspect the product.
1.7 Products That May Be Excluded
Certain goods may be excluded from voluntary returns where legally permitted, including:
- Customized or made-to-order items
- Products sealed for hygiene or health reasons that have been unsealed
- Perishable products
- Products that cannot reasonably be returned because of their nature
Any applicable restriction will be communicated before purchase.
1.8 Statutory Withdrawal Rights
Consumers in the European Economic Area may have a statutory right to cancel an online purchase within 14 days after receiving the goods, without giving a reason, subject to legal exceptions.
The statutory withdrawal right applies independently of this voluntary 30-day return policy. Mandatory rights concerning defective or non-conforming goods also remain unaffected.