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Detailed Index
Returns and Withdrawal Portal (Self-Service)
How to start the procedure:
Pursuant to European Directive (EU) 2023/2673 and Article 52 and following of the Consumer Code regarding the right of withdrawal and telematic accessibility, My Mō provides a quick and direct portal to submit your request.
Click the button below to access your personal area and select the order. Since our store requires mandatory registration to complete any purchase (guest mode is not available), access to your profile is a technical and legal requirement to identify the user and exercise the right of withdrawal. Without logging into the account, the procedure cannot be initiated. We also remind you that the technical possibility to submit the request does not cancel the application of our Terms and Conditions nor override the categorical exclusion of the right of withdrawal for personalized or made-to-order items, as detailed in the following paragraphs.
Return Shipping Address:
Only after formal approval of the request through the portal will you be informed by email of the address of our warehouse to which to send the package. Any unauthorized shipment or shipment sent without prior approval will be returned to the sender.
Personalized or Made-to-Order Products
Exclusion from the Right of Withdrawal
Personalized or made-to-order products are strictly excluded from the right of withdrawal, pursuant to Article 59, letter C, of the Consumer Code. This includes:
- Custom-made products.
- Clearly personalized products (Engravings, names, dates, photos, etc.).
- Products created on specific customer commission, even if they appear to be standard items such as an 18kt gold bracelet with a length of 18cm.
All these products are explicitly marked in the description, specifying that they are made to order and the related production times (estimated at 15 working days).
Ready-to-Ship Products
Right of Withdrawal
The customer can exercise the right of withdrawal only for ready-to-ship products, strictly respecting the following conditions:
- The right of withdrawal must be exercised and submitted through the portal within 14 calendar days from receipt of the products.
- Products must not have been used, worn, or modified in any way.
- Product boxes must be in perfect condition, without signs of wear, abrasions, or scratches.
- The product must be accompanied by all original documentation and the attached warranty.
Legal Consequences of Withdrawal and Value Reduction
Customer Responsibility (Art. 57 D.Lgs 206/2005):
- Pursuant to Art. 57, paragraph 2 of the Consumer Code, the customer is legally responsible for any reduction in the value of the item resulting from handling other than what is strictly necessary to establish its nature, characteristics, and functioning.
- The product must be returned in its original condition. Any scratches, signs of use, chemical alterations due to perfumes/cosmetics, or structural damage will result in the outright rejection of the return request.
- The packaging (box, warranty, accessories) is an integral part of the sold product. Using inadequate external packaging for the return shipment that causes crushing or damage to the original box will result in a depreciation penalty of €3.00, which will be automatically deducted from the refund.
- In case the package is lost during return shipping, the responsibility lies entirely with the customer and the return process will be canceled, as the company will not have received the item.
Refund Issuance
Express Agreement on Refund Procedures (Art. 56):
- To protect the company's financial integrity and partially cover the costs of reverse logistics, technical inspection, packaging, and sanitization of the returned jewelry, a handling fee of €7.00 will be deducted from the total amount due.
- The shipping costs for returning the product are always entirely the responsibility of the customer and will not be refunded.
- With reference to Art. 56, paragraph 1 of the Consumer Code, the company and the consumer expressly agree, through active and unequivocal acceptance of the Terms and Conditions at the time of purchase, that the refund of the amounts due will be exclusively through the issuance of a Voucher (Store Credit) to be used on our website.
- This voucher will be issued within 14 days of formal approval of the return. The voucher has no expiration date, is cumulative, is not subject to discounts, and guarantees the customer full recovery of the agreed value (net of deductions). No bank transfers or refunds will be made to the original payment method under any circumstances.
- Additional services already provided, such as the personalized card purchased at the time of order (€5.00), are non-refundable as the service has already been consumed.
Item Exchange
If you purchased the item in stock with the wrong size or variant, you can use the quick exchange service through GLS ExchangeService:
Exchange Request
- Send an exchange request to cambi@mymo.it.
- The service can only be purchased after our authorization via email.
- Make a payment of €12.00 to activate the exchange service.
Costs and Conditions of the Exchange Service:
- The service costs €12.00 plus any difference in cost of the new chosen product.
- At the time of exchange, the customer forfeits any previously applied discount. The amount to be paid for the exchange must correspond to the full cost of the product net of past promotions.
Package Preparation and Execution:
- Use the original packaging or secure packaging to avoid damage during transport. Include all components and the product warranty.
- The GLS courier will provide a pre-printed label to be affixed to the package at the time of simultaneous pickup and delivery.
Final Notes:
- My Mō is not responsible for delays, damages, or losses caused by the courier used by the customer for the return. In case the product is not received, the request will be irrevocably canceled.