RETURN POLICY

If, for any reason whatsoever, you are not satisfied with your order, you can withdraw from the sale contract with YNAP Middle East General Trading LLC (the “Vendor”), an affiliate of YOOX Net-A-Porter Group S.p.A. (“YNAP S.p.A.”), without incurring any penalty.

You can withdraw from the sale contract by submitting online to the Vendor the Return Form found in the Customer Care area, completed in its entirety, and handing over the products to the courier within 28 days of receiving the products; the Vendor will send you an e-mail confirming that it has received your return request.

You cannot return 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 returning the products
You are entitled to return the products to the Vendor only if the following conditions are fully met:
a. the online Return Form has been submitted online and the products are handed over to the courier within 28 days of receiving the products;

b. 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;
c. The identification tag with the disposable seal is still attached to the products as it constitutes an integral part of the product (see art. 5 below);
d. The products are returned with their original packaging;
e. The products are not damaged.
If you have complied with the relevant conditions, the Vendor will fully 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 – DHL and Return Fee

If you wish to return an item, Vendor recommends you use the courier DHL (www.dhl.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 Vendor to the courier on your behalf. Except where you are exercising your legal rights to reject products – for example because they are faulty or not as described – such return fee will be deducted from refund. Please contact DHL to organise a return. If you decide to return products using a courier other than DHL, 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 DHL or another courier of your choice, you will be refunded an amount equal to the shipping costs you paid for the delivery of the products, if any.

3. Compliance checks for returned products

You will be notified if the returned products cannot be accepted because they are not compliant with the conditions indicated in letter a) of previous section 1 and you can choose, at your own expense, to have the products returned to you. If you refuse said delivery, the Vendor reserves the right to retain the products and the amount paid for the purchase of the products.

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 the 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. In the event of the latter, should you refuse this shipment, the Vendor reserves the right to retain both the products and the amount specified for the decreased refund owing to the decrease in value of the returned products.

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

Once the Vendor has received the returned products and checked all requirements have been met, you will receive an e-mail confirming that the return has been accepted and will proceed with a full refund, or, if the products are found to have decreased in value, you will receive an e-mail informing you of the amount deducted from the refund and you will be refunded the remaining amount. Whatever the form of payment used, the Vendor will process the refund as quickly as possible and, in any case, within fourteen (14) days from the date on which you return the product, and once it has checked that the return was carried out in compliance with the above conditions.
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.
•   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.

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 the Vendor within twenty-eight (28) days of receipt. For returning the products please see section 1 and 2 above.

The Vendor will examine all products returned as damaged or defective and will notify you of your refund via e-mail within a reasonable period of time.

You can choose to have the returned products 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 the Vendor) by notifying the Vendor via the online Return Form. For other options please contact our Customer Care before returning the products.

In the event that the Vendor 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 the Vendor reserves the right to retain the products and the purchase price and recover the Vendor's fees and expenses.

6. 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.

7. Consumer Code
Without prejudice to the application of any mandatory consumer protection provisions in the jurisdiction in which you reside, these conditions for withdrawing from the sale contract are an integral part of the General Terms and Conditions of Sale and are governed by the United Arab Emirates law and in particular by Federal Law 24 of 2006 on Customer Protection and its implementing regulations.

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