Refund policy

At Move Up Mobility, we want to ensure you have the tools and programming you need to support your recovery and movement goals. If you are not completely satisfied with your purchase, we are here to help.

Please read our policy below regarding returns and refunds for both our physical products and digital assets.

1. Digital Products (Workout Plans & Guides)

Because digital products—including our Workout Plans and Video Guides—are delivered instantly and are completely downloadable, they cannot be physically returned.

All Sales Final: By default, all sales of digital products are final and non-refundable once the download link has been generated or accessed.
Our Satisfaction Commitment: Your progress matters to us. If you are having trouble accessing your plan, find a technical glitch, or feel the program completely misses the mark for your current mobility level, please contact us at sergio@moveupmobility.com. We are committed to working with you to find a solution, swap the program for a better fit, or ensure you get the value you paid for.

2. Physical Products (Massage Guns, Braces, Bands, etc.)

We offer a 30-day return policy on all physical products, including, but not limited to, the Pro-Reach Extended Handle Massage Gun, Thermal-Relief Heating Knee Brace, and Pro-Training Resistance Band Set.

Eligibility Criteria

To qualify for a full refund or exchange, your item must meet the following conditions:

The return must be initiated within 30 days of the delivery date.
The item must be in its original, unaltered condition, including all original packaging, cords, attachments, and manuals.
The item must show no signs of heavy wear, cosmetic damage, or misuse.

Non-Returnable Physical Items

Items marked as "Final Sale" or "Clearance" at checkout.
Products showing significant signs of physical damage or neglect not caused during transit.

3. European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

4. How to Start a Return

To return a physical item, please follow these steps:

1.Request a Return Authorization:Step 1.

Email our support team at sergio@moveupmobility.com with your Order Number and the reason for your return.

2.Print Your Shipping Label:Step 2.

If your return is approved, we will email you a prepaid return shipping label and detailed instructions on where and how to send your package.

3.Pack Your Item Securely:Step 3.

Place the item back into its original box with all attachments and components. Secure the item inside an appropriate shipping box and affix the provided return label to the outside.

4.Drop Off the Package:Step 4.

Hand the package over to the designated shipping carrier. We recommend keeping a copy of your drop-off receipt for your records.

Note: Return shipping costs are the responsibility of the customer and will be deducted from your final refund amount, unless the item arrived damaged or defective.

5. Processing and Refunds

Once your returned physical item is received at our facility, our team will inspect it to ensure it meets our eligibility criteria.

Inspection Notification: We will send you an email to notify you that we have received your returned item and whether your refund has been approved or rejected based on its condition.
Refund Timeline: If approved, your refund will be processed immediately. A credit will automatically be applied to your original credit card or method of payment. Please allow 5 to 10 business days for the credit to officially reflect on your bank or credit card statement, depending on your financial institution.

6. Damaged, Defective, or Incorrect Items

If your physical product arrives broken, defective, or if you received the wrong item entirely, please let us know immediately.

Email us at sergio@moveupmobility.com within 48 hours of delivery with your order number and clear photos of the damage or the incorrect product. We will fast-track a replacement or issue a full refund at absolutely no extra cost to you.