I FOUGHT BACK AND GOT A REFUND.UPDATE - the promised refund has not materialised. Still showing with the bank as pending after 15 days. Wrote to enquire if they intended to honour this promise and the email bounced back. There’s now no sign of them on line so looks like they’ve shut up shop. They will reappear as a clone company. There’s already one out there, Jackson of London so beware. Meanwhile we’re claiming a chargeback through the bank. Like many others I would simply say DO NOT BUY FROM THIS COMPANY. My elderly mother ordered a top from Mova in late July. Within an hour I requested to cancel the order but was fobbed off with rubbish about it already having been processed but not to worry as I could simply return it when it was delivered. Top arrived - cheap and nasty - and I wrote requesting my refund. Again batted back with excuses, offers of credit notes and partial refunds, and even requests to send photographs. It’s taken 8 emails from me setting out the legal position and European consumer rights legislation, a phone call to UK trading standards and also to the Netherlands Authority for Consumers and Markets (ACM) (both of which have registered the complaints under Case Numbers 2588544 and 101036793 respectively if anyone else wants to raise this formally and quote those) and a request to the bank for a chargeback on the grounds of misrepresentation but today we have received a FULL REFUND. A further word of warning. Mother, being old and forgetful, ordered the same top a couple of days later from “Jackson London”. This appears to be a sister company; same website, same products, same practices. So I’m all set to go through the whole experience again when that one arrives! If it’s helpful, here’s one of my emails to them:Dear Mova Customer Service,I am writing to formally void the purchase contract for my recent order on the grounds of misrepresentation, as defined under the EU Consumer Rights Directive (2011/83/EU) and applicable Dutch consumer law and also UK consumer law, namely the Unfair Trading Regulations 2008.Your company lists an address in Amsterdam, Netherlands, and markets itself as operating within the EU. As such, I am entitled to the protections afforded to EU consumers, including the right to return goods within 14 days of receipt, without undue burden or disproportionate cost.I reject your requirement to return the item to China, as this was not clearly disclosed prior to purchase, and constitutes a misleading commercial practice under EU law. Forcing consumers to return goods to a non-EU country — especially when your business presents itself as EU-based — is both unfair and deceptive.Your company presents itself as operating from the European Union, listing an address in Amsterdam, Netherlands, and branding itself as “London”-based. However, the requirement to return goods to China, coupled with the lack of transparency regarding shipping origin, return costs, and customs fees, constitutes a material misrepresentation that directly influenced my purchasing decision.As advised by both UK trading standards and the Netherlands Authority for Consumers and Markets (ACM), I am not obligated to return the item and am entitled to a full refund.If you refuse to comply, I will escalate this matter by:• Filing a chargeback with my payment provider.• Submitting a formal complaint to the Netherlands Authority for Consumers and Markets (ACM).• Reporting your practices to the European Consumer Centre (ECC-Net).I expect your prompt cooperation and a full refund.Sincerely,
Claim your business profile now and gain access to all features and respond to customer reviews.
