Refund policy

Returns & Withdrawals – MyOh Jewelry

We want every MyOh purchase to be simple, clear and free from surprises.
For this reason, in addition to the rights provided by law, MyOh offers an extended return period of up to 30 days from delivery.

Statutory withdrawal and commercial return: what is the difference?

Right of withdrawal – within 14 days

For online or distance purchases made in the European Union, you have the legal right to withdraw from the contract within 14 days from delivery, without penalty and without having to provide a reason.

The right of withdrawal is the statutory “cooling-off” right: it allows you to cancel the purchase and return the product within the time limits established by law.

To meet the deadline, it is sufficient to send the withdrawal notice before the 14-day period expires.

MyOh commercial return – up to 30 days

In addition to the statutory right of withdrawal, MyOh allows you to return a product within 30 days from delivery.

This additional option is a commercial service offered by MyOh and applies to products that meet the conditions set out on this page.

Conditions for accepting a return

To be eligible for return, the product must:

  • be intact and in the same condition in which it was received;
  • not have been worn, used or damaged;
  • show no signs of wear, scratches, alterations or tampering;
  • have all original tags, where applicable;
  • be returned in its original packaging;
  • be accompanied by the receipt, order number or proof of purchase;
  • include any accessories, gift packaging or materials received with the product.

MyOh reserves the right not to accept the return, or to issue a partial refund, if the returned product does not meet these conditions.

Non-returnable items

The following items cannot be returned:

  • personalised or made-to-measure items;
  • products modified at the customer’s request;
  • gift cards or gift vouchers;
  • products damaged for reasons not attributable to MyOh;
  • items purchased as part of a final promotion, outlet sale or special sale, where this was clearly indicated at the time of purchase, except in the case of defects or mandatory rights provided by law.

The exclusions above do not in any way limit the consumer rights recognised under applicable law, including the statutory legal guarantee in the event of a lack of conformity.

How to request a return or exercise the right of withdrawal

You can start a return request or communicate your withdrawal in one of the following ways:

Please include the following information in your request:

  • first name and surname;
  • address;
  • telephone number;
  • order number;
  • the product you wish to return;
  • the reason for the request, if you wish to provide it;
  • IBAN and account holder, only if the refund cannot be made to the original payment method.

Return procedure

1. Send your request

Send the request within the applicable time limit:

  • within 14 days from delivery for the statutory right of withdrawal;
  • within 30 days from delivery for the MyOh commercial return.

2. Confirmation from MyOh

After receiving your request, we will send you a confirmation with instructions on how to proceed with the return.

3. Prepare the parcel

Place the product in its original packaging and pack it carefully, as it was received.
Remember to include the return form, proof of purchase and any original accessories.

4. Ship the return

Send the parcel to:

MYOH – sole proprietorship of G. F. P.
Località Fontanina 1
24060 Castelli Calepio (BG) – Italy
Tel: +39 345 46 40 443

The direct cost of returning the product is borne by the customer, unless otherwise indicated by MyOh or in the case of a defective product or an error attributable to MyOh.

We recommend using a tracked shipping service. The risk of loss or damage to the parcel during return transit remains with the customer until delivery to MyOh.

Refunds

Once we receive the product, we will check that it meets the return conditions.

If the return is approved, the refund will be made using the same payment method used for the purchase, unless otherwise agreed.

If the statutory right of withdrawal is exercised within 14 days, the refund will be made in accordance with the time limits established by law. MyOh may withhold the refund until the product has been received or until proof of shipment has been provided, whichever occurs first.

For a MyOh commercial return requested after the first 14 days from delivery, the refund will be issued within 10 business days from approval of the return.

Any shipping costs incurred to return the product are non-refundable, except in the case of a defective product or an error attributable to MyOh.

Defective or incorrect products

If you received a product that is defective, damaged or different from the one ordered, please contact us as soon as possible at hello@myohjewelry.com, providing:

  • order number;
  • description of the problem;
  • photos of the product and packaging.

In these cases, we will assess the most appropriate solution: replacement, repair, refund or another solution agreed with the customer, in accordance with applicable law.

Order cancellations

You may request cancellation of your order at any time before the order has been fulfilled, that is, before shipment.

Once the order has been fulfilled, cancellation is no longer possible. You may still exercise the right of withdrawal or request a return within the time limits and under the conditions set out on this page.

Model withdrawal form

You may use the following form to communicate your withdrawal. Use of the form is not mandatory: any explicit statement of your decision to withdraw from the contract is sufficient.

Subject: Notice of withdrawal / return request

I hereby give notice of my withdrawal from the sales contract relating to the following product:

Order number: __________
Product: __________
Ordered on: __________
Received on: __________
Buyer’s first name and surname: __________
Buyer’s address: __________
Telephone: __________
Email: __________
IBAN and account holder, if required: __________
Date: __________
Signature, only for a paper form: __________

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