Effective Date: 19 August 2026
Brand: Muvix
Website: muvixfit.com
Customer Support: care@muvixfit.com

This Refund, Return & Exchange Policy (“Policy”) applies to all products purchased through the Muvix website and forms part of the terms governing your purchase.

By placing an order with Muvix, you acknowledge that you have read and understood this Policy.

1. General Return Conditions

Muvix accepts returns only where the product satisfies all applicable eligibility requirements set out in this Policy.

Unless otherwise stated for a specific product or promotional offer:

* Return requests must be raised within 7 days from the date of delivery.
* The product must be completely unused, unworn, unwashed and undamaged.
* All original tags, labels, stickers, packaging, accessories, manuals and other components must be intact.
* The product must be returned in the same condition in which it was delivered.
* The product must not have been altered, modified, repaired or tampered with.
* The product must not contain stains, odour, perfume, deodorant, makeup, sweat marks, dirt, hair or any other indication of use.
* Products must be returned with all applicable promotional items, gifts or accessories supplied with the order.
* Returns are subject to Muvix’s inspection and approval.

A return request does not automatically constitute approval of a return or refund.

2. Hygiene & Apparel Products

Due to the nature of apparel products and hygiene considerations, Muvix may reject returns where there is any reasonable indication that a product has been worn, washed, used or otherwise handled beyond what is reasonably necessary to inspect the product.

Customers should inspect sizing, fit, colour and product specifications before removing tags or using the product.

Once a product has been worn or washed, it may not be accepted for return except where the product is established to have a manufacturing defect or another legally recognised basis for return.

3. Non-Returnable Products

Unless required otherwise under applicable law, the following are not eligible for return or exchange:

* Used, worn or washed products.
* Products with removed, damaged or altered tags or labels.
* Products with missing accessories or packaging.
* Products damaged through customer misuse, negligence or improper handling.
* Products altered, modified or repaired by the customer or a third party.
* Products showing signs of normal wear and tear.
* Products damaged by exposure to chemicals, cosmetics, heat, moisture or other external causes.
* Products purchased under a final-sale or clearance-sale offer, except where required under applicable law.
* Gift cards.
* Promotional or free products.
* Any product specifically identified as non-returnable on the product page or at checkout.

4. Muvix Loop — Smart Band

Muvix Loop may be returned within the applicable return period only if the device:

* Has not been physically damaged.
* Has not been opened or disassembled.
* Has not been repaired or modified by an unauthorised person.
* Has not suffered liquid or moisture damage.
* Is returned with the original charger, accessories, packaging and documentation.
* Has not been subjected to misuse, abuse or abnormal operating conditions.
* Passes Muvix’s inspection and verification process.

Muvix may conduct device diagnostics, software checks, Bluetooth/pairing checks and troubleshooting before approving a return.

Minor software, connectivity, application, synchronisation or configuration issues may require troubleshooting rather than return approval.

After expiry of the applicable return period, product issues will be governed by the applicable Muvix warranty terms.

5. Defective, Damaged or Incorrect Products

Customers must notify Muvix of any visible transit damage, missing item or incorrect product within 48 hours of delivery.

Muvix may request photographs, videos, packaging photographs, shipping labels, serial numbers, order information or other reasonable evidence required to investigate the claim.

Where a defect or error is verified, Muvix may, subject to applicable law and product availability, provide an appropriate remedy including replacement, repair, exchange or refund.

Muvix will determine the appropriate resolution after evaluating the claim.

6. Quality Inspection

Every returned product may be inspected after receipt.

The inspection may include verification of:

* Product condition.
* Tags and labels.
* Serial number or product identification details.
* Accessories and packaging.
* Signs of usage or washing.
* Physical or liquid damage.
* Product authenticity.
* Whether the returned product corresponds to the product originally dispatched.

Where a returned product fails inspection, Muvix may reject the return.

Muvix may retain photographic or other evidence of the product’s condition for internal records and dispute resolution purposes.

7. Wrong Product or Product Substitution

If Muvix determines that a product returned by a customer is different from the product originally dispatched, or that the product has been substituted, the return may be rejected.

Muvix may use order records, product identifiers, serial numbers, packaging information, photographs and other records to verify the returned product.

Any suspected fraudulent return may be investigated and may result in cancellation or restriction of future orders, subject to applicable law.

8. Return Shipping & Logistics Charges

For customer-initiated returns that are not due to a verified Muvix error or defect, applicable reverse-logistics, return shipping or handling charges may be deducted from the amount refundable to the customer, where permitted by applicable law.

Where a product is verified as defective, damaged in transit or incorrectly supplied by Muvix, Muvix will determine the appropriate shipping remedy.

9. Refund Processing

Refunds will be processed only after the returned product has been received and successfully verified, unless applicable law requires otherwise.

Once a refund is approved, Muvix will generally initiate the refund within 5–7 business days.

The actual time taken for the amount to appear in the customer’s account may depend on the customer’s bank, payment gateway or financial institution.

Refunds will generally be made through the original payment method.

For COD orders, Muvix may request valid bank account or UPI details for processing the refund.

10. Refund Deductions

Where legally permissible, Muvix may deduct applicable amounts from a refund, including:

* Reverse shipping charges.
* Return logistics charges.
* Applicable non-refundable service or convenience charges.
* Value attributable to missing accessories or promotional items.
* Amounts attributable to damage, misuse or deterioration caused by the customer.

No deduction will be made where prohibited by applicable law.

11. Exchanges

Exchanges are subject to product availability.

For apparel, size exchanges may be permitted where the product is unused, unworn, unwashed, tagged and otherwise eligible under this Policy.

Muvix does not guarantee availability of a particular size, colour or product.

Products purchased during certain promotional, clearance or final-sale campaigns may be excluded from exchange where permitted by applicable law.

12. Order Cancellation

Orders may be cancelled only before dispatch, subject to the applicable cancellation process.

Once an order has been dispatched, cancellation may not be possible.

If a customer refuses delivery after dispatch or causes an order to be returned to Muvix, the order may be treated as a Return to Origin (RTO).

13. RTO & Repeated Failed Deliveries

For prepaid orders returned to Muvix due to customer-related reasons, including refusal to accept delivery, incorrect address, incomplete address, repeated unavailability or failure to coordinate with the courier, applicable logistics costs may be deducted from any refund where legally permissible.

For COD orders, repeated RTOs, refused deliveries or failed deliveries may result in Muvix:

* Restricting or removing COD availability.
* Requiring prepaid payment for future orders.
* Cancelling future orders where permitted.
* Taking other reasonable measures to prevent misuse of the ordering system.

14. Promotional Orders & Free Gifts

Where an order contains a free gift, promotional product, bundle benefit or discount, the return or refund treatment may be subject to the specific terms of that promotion.

Where a customer returns an order or product associated with a promotional benefit, Muvix may require the associated free gift or promotional item to be returned.

If the promotional item is not returned, its applicable value may be deducted from the refund where legally permissible.

15. Fraud, Abuse & Misuse

Muvix maintains the right to investigate suspected return abuse, fraudulent claims and misuse of promotional or refund mechanisms.

Examples include, without limitation:

* Repeated unreasonable return requests.
* False claims of non-delivery.
* False damage or defect claims.
* Returning a different product.
* Returning used or damaged products while claiming they were unused.
* Removing or replacing product tags or identifiers.
* Returning incomplete products.
* Attempting to obtain multiple refunds or replacements for the same order.
* Abusing discount codes, promotional offers or free gifts.

Where permitted by law, Muvix may suspend or restrict an account, cancel orders, restrict COD or take other reasonable action.

16. No Unauthorised Returns

Customers should not send products to Muvix without following the applicable return process or receiving return instructions from Muvix.

Unauthorised shipments may be refused or returned to the sender at the sender’s cost, where legally permissible.

17. Limitation of Policy

Nothing in this Policy is intended to exclude, restrict or waive any consumer right, statutory right, warranty or remedy that cannot legally be excluded or restricted under applicable law.

Where applicable law provides a customer with rights or remedies that differ from this Policy, those mandatory legal rights will prevail.

18. Policy Changes

Muvix reserves the right to amend, modify or update this Policy from time to time.

The version applicable to an order will generally be the version displayed at the time the order was placed, subject to applicable law.

19. Final Decision on Return Eligibility

Subject to applicable law, Muvix reserves the right to assess the eligibility of a return, exchange or refund based on the condition of the product, supporting evidence, order records and applicable terms.

Muvix may request additional information or evidence where reasonably necessary to verify a claim.

For assistance regarding this Policy, customers may contact care@muvixfit.com.