In accordance with consumer protection legislation, the right to return may be exercised by employing one of the following methods of your choice: i) use of the Return Form (consistent with the form that has been standardized in accordance with consumer protection legislation) which is available online in the Customer Care area, and which should be wholly completed in order to obtain a return number (the Vendor will send you an e-mail confirming receipt of the return request made through the Return Form); ii) use of the Form (consistent with the form that has been standardized in accordance with consumer protection legislation), duly completed in all fields; iii) sending the Vendor another declaration explicitly stating your decision to withdraw from the contract, without prejudice, in this latter case, to your pre-existing responsibility to prove that the return right was exercised in a proper, timely manner.
Return items must be shipped back to YOOX within fourteen (14) days from the date on which you informed the Vendor of your decision to withdraw from the contract.
The products may be returned by dispatching the package through the shipping agent indicated by YOOX (UPS) using the pre-paid and pre-printed label inside your package or through another shipping agent.
In certain circumstances, duly specified in the Return Form, it is possible to exchange a given product with another.
In accordance with consumer protection legislation, the right to return is excluded in the event that you purchased customised or personalised products, or sealed items that were opened after delivery that cannot be returned for hygiene or health reasons, such as, for example, products belonging to the “Cosmetics” category, whose sealed packaging has been opened.
I. Terms and Conditions of Return in Accordance with Consumer Protection Legislation
The right to return products shall be deemed correctly exercised once the following conditions have been fully met:
a. a. within fourteen (14) days of receipt of the products please correctly fill in and submit: the Return Form in the Customer Care area or, as an alternative, you may also fill out and send this form or send another declaration to the Vendor, including by registered mail, which explicitly states your decision to withdraw from the contract;
b. the products have not been used, worn, washed, modified or damaged;
c. the identification tag is still attached to the products with the disposable seal;
d. the products are returned in their original packaging;
e. the returned items must be shipped back to YOOX by the chosen courier within fourteen (14) days from the date on which you informed the Vendor of your decision to withdraw from the contract.
f. the products have not been damaged
If you have fulfilled all requirements set forth above, in accordance with consumer protection legislation, the Vendor will fully refund the price of the returned purchased products. You will only be charged for the return shipping cost, unless YOOX has expressly exempted you from such costs at the time of purchase and on the further condition that you use the shipping agent indicated in the Return Form. Should you decide to use the courier indicated by the Vendor in the online Return Form using the pre-paid and pre-printed label inside your package, you will not have to directly take care of the return shipping costs, which are at your expense. In this case, the Vendor will pay the return shipping costs for you and will withhold a flat fee as payment for the return shipping. The fee will correspond to the original cost of shipping for the order. If an alternative courier is used for your return, you will have to pay for the return shipping cost upfront and at your own expense. You will be notified if the returned products cannot be accepted because they do not comply with the terms and conditions indicated above in letters a), e) and f) of the preceding paragraph. In this case, you may choose to have the products delivered to you at your own expense. If you refuse the above delivery, the Vendor reserves the right to retain the products and the amount paid for your purchase of the products.
You will also be informed if your return cannot be accepted because it does not comply with the terms and conditions indicated above in letters b), c) and d) of the previous paragraph. In that case, you may choose to accept a reduced refund, of which you will be informed, due to the decrease in value of the returned products, or to have the products sent back to you at your own expense. Should you refuse this shipment, YOOX reserves the right to retain the products and the amount noted for the decreased refund, due to the decrease in value of the returned products
II. Refund Times and Procedures
Only after YOOX has received the returned products and checked that the products meet all requirements, will you receive an e-mail that the returned products have been accepted and YOOX will provide a full reimbursement, or, if a decrease in value of the returned products has been detected, you will receive an e-mail informing you of the amount deducted for the decrease in refund, and YOOX will reimburse the amount owed you. Whatever form of payment you used (Credit or Debit Card, PayPal, Cash on delivery), In accordance with consumer protection legislation, the refund procedure will start within fourteen (14) days from when YOOX was informed of your decision to exercise your right to return the purchased products and once YOOX has checked that the return was carried out in compliance with the above conditions.
The time period for refunding the amount you paid for purchasing the returned products depends on the form of payment used:
- purchase by Credit/Debit Card: refund time will depend on the card company’s policies. We would like to assure you, however, that the value date for the credit will coincide with the date of the original payment; therefore you will not suffer any interest loss;
- payment by PayPal: refunds will be credited to your PayPal account and will be visible immediately. The actual reimbursement to the credit card associated with your PayPal account depends on the company that issued the card;
- payment made by Cash on delivery (not available for Sweden and Denmark): you will be refunded the amount you paid for the products returned to the Bank account you indicated ; the time needed for refunding depends on the information you provided in your order and on the bank where you have the account; normally refunds take place within fourteen (14) days. Please remember it is necessary to have a Bank account in order to receive a refund for Cash on delivery orders.
In the case of gifts, the refund of the sums paid for purchases will be made to the individual who made the payment.
As an alternative to having your credit/debit card, PayPal or bank account refunded for returned products, you can choose to receive store credit ("Moneyoox") towards purchases on yoox.com.
The Moneyoox will be equal to the amount subject to being refunded.
The refund amount will be credited when YOOX accepts your return. Upon issue of Moneyoox you will receive a confirmation e-mail indicating the store credit amount.
The Moneyoox will be used partially or in full towards purchases on yoox.com based on the order’s value and until the store credit is used up.
To find out how much Moneyoox you have, consult MYOOX. You can also request full reimbursement of your Moneyoox, and we will credit the amount by bank transfer or to your PayPal account.
YOOX will process the full reimbursement of your Moneyoox within 48 hours of receiving your request. You will receive reimbursement for the Moneyoox amount available when you made the request.
If you return items paid in full with Moneyoox, you will automatically be refunded with Moneyoox when those returned items are accepted.
If you return items partially paid with Moneyoox, you may choose to:
- receive a full refund with Moneyoox
- receive a partial refund with Moneyoox for the amount paid with Moneyoox, and the standard refund procedure for the remaining amount.
Please note: the Moneyoox option is NOT available for Cyprus, Denmark, Malta and Sweden.
III. Conditions for the Exchange of Products
In certain circumstances detailed below, you shall be entitled to exchange your product for a different size or colour of the same model. Exchanges are subject to product availability at our warehouse. You can request an exchange using the online Return Form on the website, which allows you to exchange your purchased products using the options available.
The request for an exchange of the product is subject to the following conditions:
- a. product exchange shall only apply to purchased products for which this possibility is expressly specified on the online Return Form on our website by means of the word "EXCHANGE” being available";
- b. you may only request the replacement of one or more purchased products with products of the same model, but in a different size and/or colour. The available replacement options will be indicated in the online Return Form;
- c. you may request to exchange one or more purchased products within and not later than 7 (seven) working days of the day you receive the products, by filling in the Return Form and sending it via electronic means to YOOX within the aforementioned deadline. The products to be replaced should be returned within seven (7) working days of the day you received them.;
- d. you may only submit a single replacement request for each product purchased;
- e. the products for which you request the replacement must be returned to YOOX in their original packaging, they must not have been used, worn, washed, modified or damaged, and they must still have their identification tag attached with the disposable seal;
- f. the products to be exchanged that are part of a single order must be returned to YOOX in a single shipment. YOOX reserves the right to refuse products of the same order that are shipped for replacement in different stages.
If all the above conditions are correctly fulfilled, once you have filled in and transmitted the Return Form containing you request for goods replacement, YOOX will process said request by sending you a relevant confirmation email.
IV. Deadlines and Procedure for Obtaining Products Exchange
After receiving the products to be exchanged, YOOX will inspect the products to check that all the above requirements have been fulfilled, YOOX will then verify the actual availability of the replacement products in its warehouses of the products to ensure that the size and/or colour you have selected are available.
If the selected replacement products are not available in the warehouse, YOOX will not be able to accept your request for an exchange and will refund you the original price of the products originally purchased in accordance with consumer protection legislation and pursuant to the procedures specified above.
If the selected products are available in the warehouse, YOOX will accept your request for an exchange and will send you an e-mail confirming the shipment of the replacement products. Shipment will occur within thirty (30) working days of the date from which YOOX was made aware of your request for exchange The costs for shipping the replacement products shall be borne by YOOX.
When exchanging a product, if the price of the purchased product is lower or higher than the chosen replacement product, you will not be required to pay the relative price difference. However, if you choose to return the exchanged product in accordance with your legal rights within seven (7) working days of the day you received the product, you will receive a full refund for the price paid for the product.
You will be contacted by YOOX if your request for an exchange cannot be accepted because the above conditions have not been met. In this instance, you can have the original products shipped back at your expense or YOOX will issue a refund in accordance with the procedures set out in Sections 1 and 2.
The exchange products are subject to a subsequent product return procedure, in accordance with consumer protection legislation and pursuant to Sections I and II herein.
V. Disposable Seal & Identification Tag
All products sold by YOOX include an identification tag attached complete with a disposable seal. Please try on the products without removing the tag and seal. Returned products without the tag or seal will not be accepted. We remind you that in accordance with consumer protection legislation, you will be liable for any decrease in the value of products returned to the Vendor resulting from any use of the same products other than that which is necessary to verify their nature, characteristics and functionality.
VI. UPS - Return Shipping
As advised by YOOX, returned products may be shipped by the package delivery company UPS using the pre-paid and pre-printed label enclosed in the package in which the products were shipped. If you use UPS, you will not have to pay for the shipping costs and you will be able to track the package at any time. The shipping costs will be deducted from your refund.. To organise the pick-up of the products you wish to return please contact UPS. Alternatively, if you decide to use a different shipping courier than the one provided by YOOX, you will have to pay for the cost of return shipping upfront and you will be responsible in case of loss or damage to the products during transport.
VII. Consumer Code
These Terms and Conditions for exercising the withdrawal right form an integral part of the General Terms and Conditions of Sale. They are regulated by Italian law, and in particular by Legislative Decree No. 206 of 6 September 2005, Chapter I “Consumer rights in contracts.”