Policy

Built-to-Order, Cancellation, Refund & Delivery Policy

Policy version 2026-07-18-v1 · Effective · Applies to: Movo X Stair-Climbing Smart Wheelchair and related add-ons · Seller: Alfa Logistica LLC

Please read this policy before placing an order. Every Movo X Wheelchair is built specifically in response to a confirmed customer order. This policy explains what "built to order" means, how our estimated shipping window works, how cancellations, refunds, delivery, damage claims, and financed purchases are handled, and how our final-sale terms interact with rights that cannot be waived under applicable law.

This policy is written to protect both you and Movo. Nothing in this policy is intended to limit any right that you have under U.S. state consumer-protection law, the Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule, the Americans with Disabilities Act, the Magnuson–Moss Warranty Act, or any other law that cannot be contractually waived.

1. Built-to-Order Product

Every Movo X Wheelchair is produced specifically in response to a confirmed customer order. Production capacity, components, materials, configuration, labor, inspection, packaging, and domestic or international transportation arrangements may be allocated shortly after your order is confirmed.

The Movo X is not represented as being immediately available from stock unless the product page expressly states otherwise for a specific promotion or open-stock unit.

2. Estimated Shipping Timeline — 45 to 60 Calendar Days

The estimated time for a Movo X Wheelchair to be manufactured, inspected, prepared, and shipped is 45 to 60 calendar days after all of the following have occurred:

  1. Payment (or PayPal Pay Later financing) is successfully confirmed by our payment processor;
  2. Any fraud or identity review has been completed;
  3. You have provided all requested measurements, configuration choices, documents, and delivery information; and
  4. Movo has confirmed the order is complete and ready to enter production.

45–60 days is the estimated timeframe to ship the order, not a guaranteed arrival date. Final delivery may be affected by the carrier, weather, customs, port congestion, inspections, holidays, remote-location service availability, appointment scheduling, incorrect addresses, customer availability, or other circumstances outside Movo's reasonable control.

3. 24-Hour Order Review Period

After you place a Movo X order, there is a 24-hour order review period during which you may request cancellation by contacting Movo customer support.

A cancellation request is not effective until it is confirmed in writing by Movo. Movo may begin fraud review, order verification, and production preparation immediately upon receiving your order, but you should understand that the order becomes committed to the built-to-order fulfillment process once the 24-hour review period expires.

The 24-hour review period does not limit any cancellation right required by applicable law.

4. Cancellation After the Review Period

After the 24-hour review period, your order enters the built-to-order fulfillment process. Cancellation requests submitted after that point are not automatically approved.

Movo will review the production status, materials committed, supplier charges, labor performed, payment-processing costs, transportation reservations, and other nonrecoverable expenses. Where permitted by applicable law, Movo may:

Any deduction from a refund will be clearly disclosed, supported by actual or reasonably estimated costs, and will not apply where a full refund is required by law.

5. Company-Caused Shipment Delays

Scope of Movo's shipment obligation. Movo's shipment obligation is to hand your completed order over to a freight carrier within the estimated 45–60-day window from the date payment and required order information are confirmed. Once the carrier accepts your shipment, final-mile delivery timing is set by the carrier and by circumstances outside Movo's reasonable control (weather, customs, terminal congestion, incorrect or changed addresses, appointment availability, remote-location service, holidays). Carrier-caused delivery delays are not Movo-caused delays and do not trigger a right to cancel under this section.

If Movo cannot hand your order to a freight carrier within the estimated 45–60-day window, Movo will send you a written delay notice before the original window expires. That notice will:

Movo will not charge a cancellation fee when you cancel because Movo cannot ship within the promised timeframe.

Movo will not treat your silence as consent where affirmative consent is required by law. Your response will be recorded and preserved with the order record.

6. Customer-Caused Delays

The production and shipping timeline may be paused or extended when Movo has requested measurements, configuration selections, documents, address confirmation, access information, or other information reasonably required to complete the order and has not received a timely response from you.

When this happens, Movo will document the request and provide you with reasonable notice. Movo will not treat a customer-caused delay as consent to an extended shipping window unless you have affirmatively responded.

7. Final Sale Once Production Begins

Final sale — no cancellations, returns, or exchanges once production begins.

Every Movo X Wheelchair is individually built to order. Once your order enters production — which occurs after the 24-hour order review period, when Movo begins to commit materials, components, and labor specifically to your build — all Movo X Wheelchair sales are final. Movo does not accept cancellations, returns, exchanges, or refunds after that point for any of the reasons listed in this section, subject only to the legal exceptions in section 8.

Movo does not accept cancellations, returns, exchanges, or refunds once production begins for:

You acknowledge before purchase that the Movo X is not an in-stock consumer product that can be returned and resold through the ordinary course of business. It is manufactured and allocated specifically for your confirmed order.

8. Exceptions to Final Sale — Rights That Cannot Be Waived

The final-sale policy does not eliminate any right that you cannot legally waive. Movo will review claims involving:

An approved claim does not automatically entitle you to return the wheelchair for a refund. Where legally permitted and commercially reasonable, Movo may first resolve an approved claim through:

  1. Technical assistance;
  2. Replacement parts;
  3. Repair;
  4. On-site or authorized service;
  5. Replacement of the affected component;
  6. Replacement of the wheelchair; or
  7. A refund when repair or replacement is unavailable, unsuccessful after a reasonable opportunity, or otherwise required by law.

Movo will determine the appropriate remedy based on the nature of the verified issue, the written warranty, the product's condition, serviceability, safety considerations, and applicable law.

9. Delivery Requirements

Movo currently ships the Movo X Wheelchair using curbside residential freight service to U.S., Canadian, U.K., and Australian addresses. The following applies unless a different service is expressly stated on the product page or order confirmation:

10. Inspection and Damage Claims

You should inspect the shipment promptly upon delivery. Visible damage should be photographed and clearly noted on the carrier's delivery receipt before the delivery is accepted whenever reasonably possible.

Claims should include:

Please preserve the wheelchair, packaging, pallet, accessories, and shipping materials while a damage claim is being investigated. Failure to preserve evidence or reasonably cooperate with the investigation may affect Movo's ability to obtain recovery from the carrier and may result in denial of a claim where permitted by law. Movo will not use a short reporting deadline to eliminate a right that cannot legally be waived.

11. Refused and Failed Deliveries

Refusing delivery does not cancel the order and does not create a right to a refund. When a conforming wheelchair is refused, undeliverable, or returned because of your action, an incorrect address, failure to schedule delivery, lack of suitable access, or customer unavailability, you remain responsible for the order and for any resulting freight, storage, redelivery, reconsignment, handling, or return-transportation costs, where permitted by law.

Movo may arrange redelivery after all applicable additional charges have been paid.

12. Address Changes

You must verify the shipping address before production and shipment. Address changes are not guaranteed after the order enters production or after freight arrangements have been made. You are responsible for additional carrier, redirection, storage, reconsignment, or delivery charges caused by an incorrect or changed address, where permitted by law.

13. PayPal Pay Later Financing

PayPal Pay Later (Pay in 4 and Pay Monthly) is a financing provider and is not the seller of the Movo X Wheelchair. Financing through PayPal Pay Later does not create a separate cancellation or return right and does not eliminate any right provided by applicable law.

The same final-sale, delivery, warranty, and claim policies apply regardless of whether you pay through PayPal Pay Later or another payment method. You must continue making payments required under your PayPal Pay Later agreement unless PayPal Pay Later instructs you otherwise.

All cancellation, return, and refund requests must first be submitted to Movo. If Movo approves a full or partial refund, Movo will submit the refund through the original PayPal transaction. PayPal controls how and when the refund is reflected on your financing account. PayPal will update your financing account according to PayPal's terms and processing timelines.

Previously paid interest, financing charges, or other amounts may be handled separately by PayPal Pay Later and may not be refundable by Movo.

14. Chargebacks and Financing Disputes

If you have a concern about your order, please contact Movo first at team@movochair.com or +1 224 255-3315 so Movo has a reasonable opportunity to investigate and resolve the issue.

Nothing in this policy waives your legal right to dispute a charge or an PayPal Pay Later transaction. Fraudulent chargebacks, knowingly false claims, or refusal to cooperate with a valid delivery investigation may be contested by Movo using the order record, checkout acceptance logs, communications, production records, tracking, photographs, and delivery confirmation.

15. No Unauthorized Returns

Please do not ship or deliver a wheelchair back to Movo without prior written return authorization and written shipping instructions. Unauthorized returns may be refused and returned to the customer at the customer's expense where permitted by law.

Movo's receipt or physical possession of an unauthorized return does not constitute acceptance of the return, cancellation of the purchase, or approval of a refund.

16. Warranty

This policy is separate from and does not replace or weaken the written Movo Limited Warranty.Please read the warranty for its full terms, duration, coverage, exclusions, and remedy procedures.

This policy distinguishes between: cancellation before shipment; return after delivery; shipping damage; warranty service; repair; replacement; and refund. Different situations may be resolved through different remedies as described in this policy and the warranty.

17. Configuration and Product Variations

Minor variations in color, grain, texture, component appearance, packaging, or manufacturing details that do not materially reduce function, safety, compatibility, or represented performance do not alone qualify as defects.

Movo will not substitute a materially different product without your written consent.

18. Company Cancellation Rights

Movo may cancel and refund an order because of:

Unless otherwise permitted by law, Movo will refund amounts collected for an order that Movo cancels.

19. Governing Law and Dispute Terms

Disputes arising out of or related to this policy are governed by the Movo Chair Terms of Service, which controls choice of law, venue, and any applicable dispute-resolution procedures. This policy is intended to supplement, not replace, those terms.

20. Contact and Cancellation Requests

To request cancellation, report shipping damage, or submit a warranty or claim question:

Please include your order number and the reason for your request in every communication.

21. Policy Version History

Movo maintains a version history so that changes to this policy do not alter the terms that applied to an earlier order. Each order record preserves the exact policy version and hash accepted at checkout.

© Alfa Logistica LLC All rights reserved. Please direct policy questions to team@movochair.com.