RETURN POLICY FOR SALE CONTRACTS AGREED WITH YOOX
In accordance with applicable law , you have the right to withdraw from the sale contract with YOOX NET-A-PORTER GROUP S.p.A. ( “YOOX”) for any reason and without incurring any penalty within fourteen (14) days from the date on which you received the products purchased from yoox.com.
You can exercise your right to return using one of the following methods in accordance with applicable law:
a) Online submission to YOOX of the Return Form found in the Customer Care area, completed in its entirety; in this instance, YOOX will send you an email confirming that they have received your return request.
b) Sending this Form to YOOX, completed in its entirety.
c) Sending YOOX another declaration explicitly stating your decision to withdraw from the sale contract.
In instances b) and c), your declaration must be addressed to Customer Care at the registered office of YOOX NET-A-PORTER GROUP S.p.A., Via Morimondo no. 17, Milan. In such instances, you will be responsible for proving that you exercised your right to withdraw from the sale contract correctly and within the specified time frame.
In accordance with applicable law, once you have exercised your right to withdraw from the sale contract, the products to be returned must be handed over to the courier within fourteen (14) days of the date you notified YOOX of your decision to withdraw.
In accordance with applicable law, the right to return is excluded in the event that you purchased customised or personalised products, or sealed items that were opened after delivery and that cannot be returned for health or hygiene reasons.
1. Conditions for exercising the right to withdraw
The right to withdraw from the sale contract shall be deemed correctly exercised if the following conditions have been fully met:
a. The right to withdraw has been correctly exercised within fourteen (14) days of receiving the products following the procedures set out above
b. The products returned must be the same identical items purchased and/or be listed in the YOOX catalogue;
c. the products must not have been purchased for resale purposes.
d.The products have not been used, worn or washed and, in any case, are compliant with the requirements detailed in the section on compliance checks for returned products below;
e. The identification tag with the disposable seal is still attached to the products as it constitutes an integral part of the product
f. The products are returned with their original packaging (if you want to return a kit, it must include all of its components);
g. The products are handed over to the courier within fourteen (14) days of the date you notified the Vendor of your decision to withdraw from the sale contract
h. The products are not damaged
If you have complied with the relevant conditions, YOOX will, in accordance with applicable law, fully reimburse the price of the products purchased. The only expenses borne by you will be those for returning the products, unless YOOX expressly exempted you from those expenses when you made your purchase, and under the condition that you use the courier and shipping methods indicated below in section 2.
2. Procedure for returning products to YOOX - UPS
YOOX recommends you use the courier UPS (www.ups.com) for returning products. If you use UPS and the pre-printed label – which carries the return address – enclosed in the original order, you will not have to pay the return costs upfront. YOOX will pay the courier UPS on your behalf and will deduct from your refund a fee equal to the cost incurred for delivering the purchased products to your home. Contact UPS to organise a return. The possibility of tracking each package sent at any time using this shipping method relieves you from any responsibility for loss or damage to the products during transit. If you decide to return products using a courier other than UPS, you will have to pay the return shipping costs upfront and you will be responsible for any loss or damage to the products during transit. In this event, you will also be refunded an amount equal to the standard shipping cost of the purchased products although, in accordance with applicable law, you will not be refunded for any additional costs incurred due to choosing another kind of shipment and delivery that is different to or faster than the standard method.
If you are based in one of the following countries Sweden, Denmark and Finland please visit our Customer Care area where you will find information on product shipping, delivery and return procedures.
3. Compliance checks for returned products
Your return cannot be accepted if it does not comply with the conditions set out under this section ("Return Policy").
All products must be returned unused, in perfect condition, inclusive of all protective materials and with the identification tags and stickers attached to the products (if originally provided), in addition to their packaging, accessories and documentation. YOOX will check the conformity of returns, if necessary, using photographic and video means. If a product is returned showing signs of use or if it has been utilized or altered with respect to its original condition, YOOX reserves the right not to accept the return or, alternatively, to reduce the amount of the refund accordingly. If on the basis of the inspections carried out YOOX decides not to accept your return, a notice will be sent to you stating the reasons why the return cannot be accepted.
Click here and read the section “Return Policy” to learn the grounds on which YOOX reserves the right not to accept your return or to issue only a partial refund. In the nonacceptance of return notice, YOOX will inform you that the products returned will be shipped back to you at the expense of YOOX, unless you have mistakenly returned products not purchased on the website and therefore not listed in the YOOX catalogue and/or in any case different from the items purchased. In this case, you will be provided with details to pick up the products at your own expense.
YOOX declines all liability for personal items mistakenly placed inside the return parcel shipped to YOOX.
4. Refund times and procedures
After YOOX has received your return and checked that all the return conditions have been fulfilled, you will receive an email message confirming that the return has been accepted and that YOOX will proceed with a full refund. Alternatively, if the value of the products returned is found to be impaired under the provisions of the foregoing section, you will receive an email informing you of the amount deducted from the full refund and YOOX will proceed with the refund of the remaining amount. Irrespective of the payment method you choose out of the options offered, YOOX will process your refund as quickly as possible and, in any case, within fourteen (14) days from the notification of your decision to exercise your right of withdrawal, or from the date of acceptance of the return by YOOX, once it has checked that your return fulfils the conditions set out above.
The time period for refunding the amount 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, but will normally take place within two billing cycles. The credit's value date will be the same as the original debit. You will not, therefore, suffer any losses in terms of bank interest.
• Payment by PayPal (if available): refunds will be credited to your PayPal account and will be visible immediately. The actual reimbursement of the credit card associated with your PayPal account will depend on the company that issued the card.
• Payment made by cash on Delivery (if available): the refund will be sent to the bank account indicated by you, so the time taken for the refund will depend on the accuracy of the information provided by you; the refund will usually take fourteen (14) days.
In the case of gifts, the refund of the sum 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").
Moneyoox can be used towards purchases on yoox.com according to article 10 of the General Terms and Conditions of the Sale.
5. Items returned because they are damaged, defective or incorrect
Notwithstanding legal rules protecting consumers, if you are returning a product because of an error on our part or because it is damaged or defective, you shall notify YOOX within thirty (30) days of receipt using the online Return Form on the website; if a product becomes faulty after the thirty (30) days, please contact Customer Care to obtain further return information. You must return the products in the same condition in which you received them. For returning products, please see section 1 and 2 above.
YOOX will examine all products returned as damaged or defective and will notify you of your refund via email within a reasonable period of time. Subject to acceptance by YOOX of the damaged or defective goods, products returned by you because they are damaged or defective will be refunded in full, including the cost of delivery for sending the item to you and the cost incurred by you in returning the item to YOOX. In the event that YOOX finds no fault with the returned products, you will be notified that the returned products cannot be accepted and you may elect to have the products re-delivered to you. If you do not accept re-delivery YOOX reserves the right to retain the products and the purchase price and recover YOOX's fees and expenses
6. 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:
• 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";
• 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;
• you may request to exchange one or more purchased products within and not later than 14 (fourteen) calendar 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 fourteen (14) calendar days of the day you received them;
• you may only submit a single replacement request for each product purchased;
• 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;
• 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 your request for goods replacement, YOOX will process said request by sending you a relevant confirmation email.
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 in its warehouses of the products to ensure that the size and/or colour you have selected are available.
If the selected 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 email confirming the shipment of the replacement products. Shipment will occur within thirty (30) 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 or be entitled to receive the relative price difference. However, if you choose to return the exchanged product in accordance with your legal rights, 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 above.
The exchange products are subject to a subsequent product return procedure, in accordance with consumer protection legislation.
7. Identification Tag
We remind you that all products sold by YOOX include an identification tag attached with a disposable seal which is an integral part of the product. Please try on the products without removing the tag and seal. Products returned without the tag and seal will not be accepted.
8. Consumer Code
These conditions for exercising the right to withdraw from the sale contract are an integral part of the General Terms and Conditions of Sale and are governed by Italian law, and in particular by the Consumer Code.
RETURN POLICY FOR SALE CONTRACTS AGREED WITH PARTNERS
For more information on the right of withdrawal from contracts of sale made with Partners, click on the name of the Partner found on the product page. You have the right to withdraw from the contract of sale made with third-party vendors that are YOOX partners (“Partners”), without giving any reason and without incurring any cost, within the withdrawal period of 14 days from the date on which you received the products purchased on yoox.com or within the longer, more favourable period stated by the Partner.
You may exercise your right of withdrawal by contacting the Partner, as indicated in the pop-up window that opens when you select the option “Return Information” on the “My Orders” page.