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Refund policy

Welcome to MY LITY! 

We are excited to have you as part of our community. 

At MY LITY, customer satisfaction is our priority. 

This Refund Policy outlines your rights and our obligations regarding returns and refunds under European and Swiss consumer protection laws.

Effective Date: 30.12.2024
Contact Email: info@mylity.com      WhatsApp +41 76 701 86 00

1. Scope and overview

This Refund & Returns Policy applies to all purchases made through our online store.

  • For EU consumers, rights are governed by Directive (EU) 2011/83 (Consumer Rights Directive).

  • For Swiss consumers, no statutory right of withdrawal exists. MY LITY nevertheless grants a voluntary 14-day return right under the conditions below.

  • This policy does not limit any mandatory statutory rights, such as the legal guarantee of conformity in the EU or warranty rights under the Swiss Code of Obligations.

2. Right of withdrawal / return period

  • European Union: You have the right to withdraw from the contract within 14 calendar days from the day you (or a person you designate) receive the goods.

  • Switzerland: MY LITY voluntarily grants a 14-day return period under the same conditions.

The withdrawal period is respected if you send us your withdrawal notice before the 14 days expire.

3. How to exercise your right

To exercise your right of withdrawal:

  • Notify us by email at info@mylity.com or via WhatsApp at +41 76 701 86 00 within 14 days.

  • Please state: order number, date of purchase, your name and contact details. You may, but are not obliged to, use the model form in Annex 1.

After we confirm your request, we will provide:

  • Return shipping instructions, and

  • The correct return address.

Do not return goods before you receive this information.

4. Consumer obligations

  • EU customers must send the goods back within 14 days after notifying withdrawal. Proof of timely dispatch is sufficient.

  • Returned items must be unused, undamaged, and complete with all packaging, manuals, and accessories. All tags must remain attached.

  • MY LITY may reduce the refund amount if the item shows signs of use, damage, or missing components.

  • Returns without prior approval or without the MY LITY prepaid return label may be refused.

5. Refunds

  • European Union: Refunds will be made within 14 days from the date we receive your withdrawal notice. We may withhold the refund until we receive the goods back or proof of dispatch, whichever occurs first.

  • Switzerland: Refunds will be made within 14 days after receipt of the returned goods or proof of dispatch, whichever occurs first.

  • Refunds are issued to the original payment method only.

  • Delivery costs:

    • EU: If you withdraw from the entire order, we will refund the cost of the standard delivery method offered by MY LITY at the time of your order. Any extra delivery method chosen (express, premium or similar upgrades) will not be refunded.

    • Switzerland: As the right of return is voluntary, the original delivery costs are not refunded.

6. Defective or incorrect goods

If you receive a defective or incorrect product:

  • Notify us immediately at info@mylity.com.

  • MY LITY will cover all return costs and provide either a replacement or a full refund, including the original delivery costs.

7. Exclusions

The right of withdrawal does not apply to:

  • Customised or personalised goods,

  • Sealed items not suitable for return for health or hygiene reasons once opened,

  • Digital content once download or streaming has begun with your consent,

  • Goods that are likely to deteriorate or expire rapidly.

8. Risk and responsibility

  • When using our prepaid return label, risk of loss or damage during return shipment passes to MY LITY once the goods are handed to the carrier.

  • If you choose to return goods at your own expense using another method, the risk remains with you until the goods are delivered to us.

9. Returns outside the deadline

If you return goods after the 14-day period or contrary to the conditions above, MY LITY may refuse the return or send the goods back to you at your expense.

Annex 1 – EU Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract)

— To: MY LITY – Hubpüntstrasse 5B, 5707 Seengen, Switzerland – Email: info@mylity.com
 — I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: [●]
 — Ordered on [●] / received on [●]
 — Name of consumer(s): [●]
 — Address of consumer(s): [●]
 — Date: [●]
 — Signature (only if this form is notified on paper): [●]