Returns, Refunds & Legal Guarantee
This page sets out three things: MIMOLO's voluntary 30-day returns policy, your statutory EU right of withdrawal, and the legal guarantee that applies to goods that are faulty or not as described. Your statutory rights are not limited by our voluntary policy.
Contact us before returning anything
Before sending any goods back, please email help@mimolo.eu with your order number and the item you want to return. We will send you the correct return instructions and return address. Please do not send goods to our registered address without confirmation, as it is not a confirmed return location.
Voluntary 30-day returns
MIMOLO offers a voluntary 30-day returns policy. This is a free, additional policy we provide on top of your statutory rights. To use it:
- Notify us at help@mimolo.eu within 30 days of receiving your order
- The item must be unused, complete, and in its original condition, including original packaging where applicable, unless a statutory remedy applies
- Follow the return instructions we send you
Our voluntary 30-day policy does not reduce or replace your statutory right of withdrawal or your two-year legal guarantee.
Your EU right of withdrawal
As an EU consumer buying at a distance, you generally have the right to withdraw from a physical-goods purchase within 14 days, beginning when you or your nominated recipient receives the goods, without giving a reason. Some goods are excluded by law, for example sealed goods unsealed after delivery for health or hygiene reasons.
To exercise the right, you must communicate your withdrawal to us within the 14-day period. You can use the model withdrawal form on our Right of Withdrawal page, or send a clear written statement to help@mimolo.eu.
After notifying us, you must return the goods within 14 days. You bear the direct cost of returning goods withdrawn under change of mind, unless we agree otherwise. MIMOLO bears the cost of returning goods that are non-conforming or incorrect where the law requires it.
Refunds under withdrawal
- We reimburse all payments received from you, including the cost of the least expensive standard outbound delivery method we offered
- Reimbursement is made using the same payment method you used for the original transaction, unless you agree otherwise
- We may withhold reimbursement until we have received the goods or evidence that you have returned them, where the law permits
- You are liable only for diminished value of the goods that results from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods
Non-conforming and incorrect goods
If goods arrive damaged, faulty, or different from what you ordered, please contact help@mimolo.eu with your order number, a description, and photos where useful. Where the law requires, MIMOLO bears the cost of remedy, including return shipping for non-conforming or incorrect goods.
Two-year legal guarantee
EU consumers have a legal guarantee of at least two years that goods are of the description, quality, and kind described and are fit for the purposes described. If goods are faulty or not as described, you may be entitled under local law to a repair, replacement, price reduction, or refund. This legal guarantee is separate from MIMOLO's voluntary 30-day returns policy and applies in addition to your right of withdrawal.
How to make a claim
Email help@mimolo.eu with your order number, product identification, a description of the issue, and photos where useful. We will respond with the next steps and the correct return instructions if a return is required.