Refund policy

Returns & Refunds

At RIMOSI, every experience is prepared to become a special moment. If something isn't quite right, we're here to help.

1. Return Window

You have 14 days from the day you receive your order to tell us that you want to return it. Write to contact@rimosi.com with your order number and we will send you the return instructions.

Once you have informed us, you have a further 14 days to send the item back to us. Please do not send returns to our company address: the return address is included in the instructions we send you.

2. Return Requirements

Your experience can only be returned if it is unopened:

The oyster is still sealed
The necklace is unused and unworn, with no signs of wear or damage
Everything is returned in its original packaging, including the box, the gift bag and any card or accessory included
Returns must be sent from the same country in which the order was originally delivered

3. Items Not Eligible for Return

The following items cannot be returned:

Experiences whose oyster has been opened. The oyster is a sealed, preserved natural product and, for hygiene reasons, it cannot be returned once opened (Article 16(e) of Directive 2011/83/EU).
Necklaces that have been worn or show signs of use
Complimentary gifts received as part of a promotion (these must be returned together with the purchased item)

4. Packs and Promotional Offers

Experiences purchased as part of a pack or a similar promotional offer can be returned, but the complete pack must be returned as a whole and unopened. Individual experiences from a pack cannot be returned separately while keeping the rest.

5. Cancellations and Refused Packages

If you change your mind after ordering, please tell us before the parcel is dispatched and we will cancel your order free of charge, with a full refund.

If the parcel is refused at the door or left uncollected until it is sent back to us, we process your refund once the parcel is back in our warehouse, minus the return shipping cost we actually paid to the carrier.

If you change your mind after your order has been dispatched, we ask that you accept the delivery and submit a return request: it is faster for you and cheaper for both of us.

6. Return Shipping Costs

The cost of returning an item is yours.

Return shipping for defective, damaged or incorrect items is always fully covered by us.

7. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or incorrect, contact us within 7 days of delivery at contact@rimosi.com with your order number and photos of the packaging and the item. We will send you a replacement or issue a full refund, at no cost to you.

8. Refunds

Once we receive and inspect your return, we refund you within 14 days, using the original payment method. The time it takes for the money to appear in your account depends on your bank or payment provider.

9. Exchanges

We do not offer direct exchanges. If you would like a different product, please return the original item (if it is eligible for return) and place a new order. Replacements for damaged, defective or incorrect items are always at our cost.

10. Your Statutory Rights

Customers in the European Union have a statutory right of withdrawal within 14 days of receiving their order, in accordance with Directive 2011/83/EU, subject to the exception for opened oysters described above. Nothing in this policy limits your statutory rights as a consumer.

11. Contact

If you have any questions about returns or need assistance, please contact us at contact@rimosi.com

Opening hours:

Monday to Friday: 9:00 AM to 5:00 PM (CET)
Saturday and Sunday: 10:00 AM to 4:00 PM (CET)

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