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Return Policy
This policy applies to purchases made by consumers for personal use through our online shop. It does not apply to wholesale purchases or business-to-business transactions.
Order cancellation
If you wish to cancel your order, please contact us as soon as possible at
All our products are made after an order is placed. However, this does not automatically make them personalised or restrict your statutory right of withdrawal.
If your order has not? not yet been handed over to the carrier and the right of withdrawal applies, the shipment will be cancelled and any amount paid will be refunded.
If the order has already been shipped, it may not be possible to recall it and the return procedure below will apply.
For clearly personalised products excluded from the right of withdrawal, cancellation can only be accepted if we confirm that production can still be stopped.
Right of withdrawal
You have the right to withdraw from your purchase without giving a reason within 14 calendar days from the day on which you, or a person appointed by you other than the carrier, receive the product.
If products from the same order are delivered separately, the period begins when the final product is received. If the deadline falls on a non-working day, it is extended to the next working day.
You may also notify us of your withdrawal before delivery.
To exercise this right, please send a clear statement to
You may use the model withdrawal form at the end of this policy, but this is not mandatory.
Returning products
After notifying us of your withdrawal, you must return the products without undue delay and no later than 14 calendar days from the date of notification.
The deadline is met if the products are sent before the 14-day period expires.
Please send returns to:
ΠΑΤΣΑΛΗ - ΑΝΑΣΤΑΣΟΠΟΥΛΟΥ Ο.Ε.
(PATSALI - ANASTASOPOULOU O.E.)
25is Martiou 77
57013 Oraiokastro, Thessaloniki
GREECE
Email:
We recommend contacting us before returning a product so that we can provide the correct instructions. Prior contact is not, however, a condition for exercising your right of withdrawal.
Products must be returned with all parts and accessories originally supplied. You may examine a product as you would in a physical shop. You are only responsible for any reduction in value resulting from handling beyond what is necessary to establish its nature and characteristics.
Using the original packaging is recommended to protect the product, but is not, by itself, a condition for accepting the return.
Please use secure packaging and, where possible, a shipping method that provides proof of postage or tracking.
For returns from outside the European Union, the parcel must be correctly declared as “returned goods” rather than a new commercial shipment. Documented charges arising solely from an incorrect or incomplete customs declaration by the sender may be deducted from the refund where permitted by law.
Return costs
When returning a product because you have changed your mind, you are responsible for the direct return shipping cost.
You may choose the carrier. Parcels sent with charges payable by the recipient cannot be accepted unless agreed with moomoo in advance.
If the product is incorrect, defective or damaged during delivery, the necessary return costs will not be charged to you.
Refunds
Following a valid withdrawal, the amount paid for the returned products will be refunded.
If you withdraw from the entire order, we will also refund the cost of the least expensive standard delivery method offered at the time of purchase. Any additional cost resulting from your choice of a more expensive method, such as express delivery, will not be refunded.
For a partial return, the value of the returned products will be refunded. The original delivery cost will not be refunded where it would have been payable for the products you retained in any event.
For a product purchased using a discount or promotional code, the refund will be based on the amount actually paid for that product rather than its original price.
If products are sold as a single set, the complete set must be returned to receive a refund of its full value. If part of the set is missing, the corresponding reduction in value may be taken into account.
The refund will be made without undue delay and no later than 14 calendar days from the day on which you notified us of your withdrawal. We will use the original payment method unless otherwise agreed, without any additional charge.
Moomoo may withhold the refund until the returned products have been received or until the customer provides sufficient evidence showing that the specific products have actually been sent back, whichever occurs first.
If the parcel is found to be empty, a product is missing or its contents do not correspond to the declared return, the case will be reviewed using the available evidence, including the parcel’s weight, condition and packaging.
No refund will be issued for products that, after reviewing the available evidence, are found not to have been sent. If a refund has already been made, moomoo reserves the right to request repayment of the corresponding amount.
If the evidence indicates that the product was handed over to the carrier and was lost or removed during transit, the consumer’s statutory rights will not be affected. The customer will be informed of the progress and outcome of the review.
Exchanges
If you prefer an exchange instead of a refund, please contact us at
Exchanges are subject to prior agreement and availability and may be made for a product of equal or higher value. Any price difference is payable by the customer.
The return and reshipping costs of an optional exchange are payable by the customer unless the exchange is required because of an error by moomoo or an incorrect, defective or damaged product.
The option of an exchange is an additional service and does not restrict your statutory right of withdrawal.
Incorrect, defective or damaged products
If you receive a product that is defective, damaged during delivery or different from what you ordered, please contact us at
Photographs of the product and its packaging may help us review your request more quickly but do not restrict your statutory rights.
These situations are not treated as returns due to a change of mind. Depending on the circumstances and applicable law, you may be entitled to a free repair or replacement and, where provided, a price reduction or refund.
Statutory protection for products that do not conform to the contract applies for two years from delivery. The necessary return, repair or replacement costs will not be charged to the consumer.
Normal wear and handmade variations
Moomoo jewellery is made by hand. Small variations in colour, pattern, texture or dimensions may occur between products and are part of their handmade character.
These variations are not considered defects provided that the product corresponds to the description and main characteristics displayed in our online shop.
Statutory protection does not cover damage caused after delivery by improper use, impact, dropping, failure to follow the care instructions, contact with chemicals or another external cause. This does not limit moomoo’s responsibility for a defect or lack of conformity that existed at the time of delivery.
Any additional 12-month commercial guarantee offered by moomoo applies in addition to statutory protection and does not restrict or replace it.
Personalised products
The right of withdrawal does not apply to products made according to clearly individual specifications or specially personalised for the customer, such as products featuring a name, initials, special engraving, custom measurements or another non-standard construction.
The fact that a product is handmade, made after an order is placed or selected from our usual available options is not, by itself, sufficient for it to be considered personalised.
When a product is excluded from the right of withdrawal, this will be clearly stated on the product page and before the purchase is completed.
This exception does not affect your rights if the product is defective or does not meet the agreed specifications.
Failure to accept or collect a delivery
The customer is responsible for providing an accurate and complete address, telephone number and other delivery details.
Refusing delivery or failing to collect a parcel does not, by itself, constitute a notice of withdrawal. If you no longer want your order, you must inform us through a clear statement.
If a parcel is returned because of incorrect or incomplete information, repeated unsuccessful delivery attempts or failure to collect it, any actual and documented return or reshipping costs will be considered in accordance with applicable law.
Any refund will be processed after the shipment status has been confirmed and, where required, after the product has been returned, subject to the statutory withdrawal deadlines.
This does not restrict your rights when non-delivery is attributable to moomoo or to the carrier used by us.
Production and delivery times
As our products are made after an order is placed, the production and delivery times shown in our online shop are estimates unless a specific delivery date has been agreed.
Unless another period has been agreed, orders will be delivered without undue delay and no later than 30 calendar days after the contract is concluded.
Delays may occur because of public holidays, increased shipment volumes, weather conditions, customs procedures or other circumstances affecting transportation. Estimated delivery times do not restrict the consumer’s statutory rights.
Model withdrawal form
Use of the following form is optional:
To:
ΠΑΤΣΑΛΗ - ΑΝΑΣΤΑΣΟΠΟΥΛΟΥ Ο.Ε.
(PATSALI - ANASTASOPOULOU O.E.)
25is Martiou 77
57013 Oraiokastro, Thessaloniki
GREECE
Email:
I hereby give notice that I wish to withdraw from my purchase of the following products:
Products:
Order number:
Order date:
Date received:
Full name:
Address:
Date:
Signature, only if this form is submitted on paper:
This policy does not restrict any mandatory consumer rights provided by applicable law.
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