RETURN POLICY

You have the right to withdraw from the sale contract with YOOX NET-A-PORTER GROUP S.p.A. (the “Vendor” or “YOOX”) for any reason and without incurring any penalty within fifteen (15) 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:

a) Online submission to the Vendor of the Return Form found in the Customer Care area, completed in its entirety; in this instance, the Vendor will send you an email confirming that they have received your return request.

b) Sending to the Vendor this Form – to be completed in its entirety.

c) Sending the Vendor 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.

If you are based in one of the following countries Czech Republic, Bulgaria, Romania, Slovakia, Poland, Hungary, Estonia, Latvia, Lithuania, Slovenia, Croatia the products to be returned must be handed over to the courier within fourteen (14) days of the date you notified the Vendor of your decision to withdraw.

If you are based in Norway, the products to be returned must be handed over to the courier within fifteen (15) days of the date you received the products.

If you are based in Switzerland, the products to be returned must be handed over to the courier within one hundred (100) days of the date you received the products.

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 fifteen (15) 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 must not have been used, worn or washed and, in any case, must be compliant with the requirements detailed in the section on compliance checks for returned products below;
e. The identification tag with the disposable seal must still be attached to the products as it constitutes an integral part of the product
f. The products must be returned with their original packaging (if you want to return a kit, it must include all of its components);
g. The products must be handed over to the courier within the timeframes set out above
h. The products must not be damaged
If you have complied with the relevant conditions, the Vendor will reimburse the price of the products purchased. The only expenses borne by you will be those for returning the products.

2. Procedure for returning products to the Vendor and Return Fee
If you wish to return an item, YOOX recommends you use the courier UPS (www.ups.com) and attach the pre-printed label – which carries the return address – enclosed in the original order, to your package. Where you do this, the return fee outlined here will be paid by YOOX to the courier on your behalf. Except where you are returning products because they are damaged, defective or incorrect, such return fee will be deducted from your refund. Please contact UPS to organise the return. If you decide to return products using a courier other than UPS, you will have to pay the return shipping costs agreed with the courier. Please ensure that the products are returned to the returns address stated on the pre-printed label in the original order. In both cases, whether you use UPS or another courier of your choice, you will be refunded an amount equal to the standard shipping costs you paid for the delivery of the products, if any, although 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 Norway or Switzerland please visit our Customer Care area where you will find information on customs.

3. Compliance checks for returned products
You will be notified if the returned product(s) cannot be accepted because they are not compliant with the conditions indicated above. If so, you can choose, at your own expense, to have the product(s) returned to you. If you do not wish to have the product(s) returned to you, the Vendor shall retain the product(s) and the amount paid for the purchase of the product(s).

All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), including all packaging, accessories and documents. The Vendor reserves the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.

For example the Vendor may make a reduction in the following circumstances:

•    the product(s) have been used, worn, damaged or washed;
•    the identification tag with the disposable seal is not attached to the product(s) or has not been returned. Please note that identification tag constitutes an integral part of each product; and/or
•    you have not returned any packaging which is an integral part of a product (such as a dust bag).

You will be informed if the Vendor proposes to reduce your refund for this reason. In this instance, you may (as an alternative to the Vendor providing you with a reduced refund) choose to have the products sent back to you at your own expense.

The Vendor does not assume any responsibility for items returned by mistake or items not related to the return left in the packaging or in the returned items.

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 refund in accordance with paragraph 2 above. 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 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.
•   Payment by PayPal (if available): refunds will be credited to your PayPal account and will be visible within 24 hours of the refund confirmation email. 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): we will refund 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 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").

The 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 fifteen (15) days of receipt using the online Return Form on the website; if a product becomes faulty after the fifteen (15) days please contact Customer Care. If you are based in Switzerland and you are returning a product because of an error on our part or because it is damaged or defective, you shall notify YOOX within one hundred (100) days of receipt using the online Return Form on the website; if a product becomes faulty after the one hundred (100) days please contact Customer Care. Subject to the above, please note that you must return the products in the same condition in which you received them. For returning the 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. Exchange of Products
The product exchange service is not available: if you wish to receive a different size or colour, you can return the product and place a new order.

7. Identification Tag
We remind you that all products sold by the Vendor 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.