Exchange and Return Policy

Ready to Ship Products

Right of Withdrawal

The customer can exercise the right of withdrawal for ready-to-deliver products by complying with the following conditions:

  • The right to exchange or return must be exercised within 14 calendar days from the receipt of the products.
  • The products must not have been used or modified.
  • The product boxes must be in perfect condition, without signs of wear, abrasions, or scratches.
  • The product must be accompanied by the attached warranty.


Customized or Made-to-Order Products

Exclusion from the Right of Withdrawal

Customized or commissioned products are excluded from the right of withdrawal, pursuant to Article 59 of the Consumer Code. This includes:

  • Custom packaged products.
  • Clearly customized products (Engravings, names, photos, etc.).
  • Products created on specific commission from the customer, even if they are apparently standard items such as an 18kt gold bracelet with a length of 18cm.

All these products are expressly marked in the description, specifying the custom-made production and the production times..

Note on the Weight of 18kt Gold Products

Please note that the weight indicated for 18kt gold products is only an approximate estimate. The selling price of the jewelry is not determined solely by the weight, but rather by the intricate design, the quality of the materials, and the meticulous craftsmanship. For example, two pieces of jewelry with slightly different weights may have the same price if they share a similar design and comparable quality.

Exclusion of the Right of Withdrawal for Weight Differences: In case of receiving a product with a slightly different weight than indicated, the right of withdrawal will not be accepted. Weight differences fall within the normal variability of handcrafted products and do not constitute a defect or valid reason for return. The customer accepts these conditions at the time of purchase.



Legal Consequences of Withdrawal

Customer Responsibility:

  • The customer is responsible for any deterioration of the product during the return.
  • The customer must keep the original packaging of the product until they are sure they want to keep the item. Using inadequate packaging for the return may cause damage to the product and result in additional costs for the customer.
  • The product must be returned in the same condition in which it was received. Any signs of use, damage, or alterations will not be accepted and the product may not be accepted for return.
  • "It is the customer's responsibility to include all original documentation and accessories (manuals, warranty, etc.) at the time of return. The lack of documentation may prevent the processing of the return."
  • "The shipping costs for returning the product are always the responsibility of the customer and will not be refunded. Furthermore, the initial handling and shipping costs, if applicable, will be deducted from the refund as indicated."
  • If the received packaging is damaged or incomplete, the customer is responsible for the replacement or for the additional costs associated with restoring the product to its original condition.
  • The customer must provide proof of return shipping and ensure that the package arrives at My Mō. In case of loss of the package during transport, the customer will be responsible until we confirm receipt.

Reimbursement:

  • The initial management and shipping costs of €7.00 will be deducted from the total refund.
  • "If the packaging we receive is damaged, an additional €3.00 will be deducted from the refund."
  • 'The refund will be processed within 14 days from the approval of the return via a VOUCHER usable only on our website.'
  • The voucher has no expiration date, is cumulative, and is not subject to discounts.
  • The refund will not be processed to the original payment method.
  • The cost of the personalized card purchased at the time of the order (€5.00) will not be refunded.

General conditions of Sale:

  • According to Article 54 of the Consumer Code, the professional refunds using the same payment method used by the consumer for the initial transaction, unless a different agreement is expressly made by the consumer, an agreement that is accepted at the time of purchase by accepting the terms of sale.
  • In our general terms and conditions of sale, accepted by the customer at the time of purchase, it is specified that the refund will be made in the form of a voucher due to the management costs of the collection and the refunded amounts incurred by the seller.
  • By purchasing and accepting the terms of sale, the customer agrees to receive only the voucher in exchange.

Shipping Costs:

  • Shipping costs to us are always the responsibility of the customer.

Receiving the Return:

  • My Mō will confirm the receipt and approval of the return via email, and will provide the refund via voucher.


Change Article

If you have purchased the wrong item or the wrong size, you can take advantage of the item exchange service through GLS's ExchangeService:

Exchange Request

  • Send a return exchange request to reso@mymo.it.
  • The service can only be purchased after authorization.
  • Make the payment of €12.00 for the exchange service.

Service Exchange Costs:

  • The service costs €12.00 plus any additional cost difference of the product.
  • At the time of exchange, the customer forfeits any rights to the discount previously applied. Therefore, the amount to be paid for the exchange must correspond to the full cost of the product.

Package Preparation:

  • Use the original packaging or secure packaging to avoid damage during transport.
  • Insert all product components.

Exchange Service:

  • The GLS courier will provide a pre-printed label to be affixed to the package.
  • The discounts applied to the original orders are not valid for exchanges.
  • The original prices of the products will be used to calculate any differences due to.


Withdrawal Procedure

Communication of Withdrawal:

  • Send the withdrawal declaration to the email address: reso@mymo.it within 14 days of receiving the product.
  • 'The return can only be made after our approval. We will send a document to be signed and returned via email where the customer accepts the terms and conditions of our return policy.'

Necessary Information for the Return Request:

Please include all of the following information in the return request:

Field

Detail

Name and Surname

[Enter first and last name]

Address

[Enter full address]

E-mail

[Enter email address]

Mobile Number

[Enter mobile number]

Order Number

[Enter order number]

Acceptance of Shipping Costs

I ACCEPT [X] (Shipping costs to us are the responsibility of the customer and will be deducted from the refund.)

Acceptance of Initial Management and Shipping Costs

I ACCEPT [X] (The initial management and shipping costs of €7.00 will be deducted from the refund.)

Acceptance of Box Damage

I ACCEPT [X] (If the packaging is damaged, an additional €3.00 will be deducted.)

Refund Acceptance via Voucher

I ACCEPT [X] (The refund will be made exclusively via a voucher that can only be used on our site, not on the original payment method.)

 

Product Shipping:

  • The items must be returned in the original packaging with the warranty attached.
  • The shipping costs for the return are the responsibility of the customer.

Return shipping:

"It will be communicated via email to which of our warehouses to send the package with the contents." 


Final Notes:

  • My Mō is not responsible for delays or losses caused by the courier used by the customer. In case of non-receipt of the product, the return request will be canceled.



 

 

My Mō reserves the right to change the return and exchange conditions at any time. Any changes will be communicated to customers through the updated publication of these conditions on our website. The update date indicated on the conditions page reflects the latest version of them.
Update date of conditions: 12/01/2024