Reply from MOVESEASep 13, 2024
Dear Manuela,
Thank you for your feedback, but we would like to clarify a few points:
1. The estimated delivery date for your order was August 22, 2024 - August 30, 2024, and your order was delivered on August 27 to the address you provided when placing the order. Nevertheless, as we always strive for customer satisfaction, we have refunded your shipping costs.
2. Regarding the size of the fins, when you first contacted us, we responded with a detailed explanation of the available solutions. It is important to note that the fins you ordered are designed to be used with neoprene booties, but you tested them barefoot. However, since the fins are too large for you, we guided you on how to initiate a product return by filling out the form on our website. Like any company, we have a procedure for product returns.
3. Unfortunately, you chose to open a chargeback case with your bank before returning the fins, effectively keeping both the product and the money. We find this behaviour unfair, as we have always tried to assist you.
We hope to resolve this matter in the best possible way for both parties.
MOVESEA Team.
