Terms and Conditions of Return
The right to return products shall be deemed correctly exercised once the following conditions have been fully met:
- the online Return Form must be correctly completed and submitted to the Vendor within thirty (30) days from the date of your receipt thereof;
- the products have not been used, worn, washed, modified or damaged and, in any case, compliant with the requirements detailed in the section on Compliance Checks below; ;
- the identification tag is still attached to the products with the disposable seal;
- the products are returned in their original packaging;
- returned items must be sent back to the Vendor within thirty (30) days from the date the package was delivered to you.
Our 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 accessories and documents. We reserve our 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, we 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 we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense. Should you refuse this option, YOOX NET-A-PORTER GROUP reserves the right to retain the products and the amount indicated for the decrease in refund, due to the decrease in value of the returned products.
Conditions for product exchange
Please note: this service is available in Andorra, Albania, Algeria, Armenia, Argentina, Azerbaijan, Bosnia and Herzegovina, Belarus, Côte D'ivoire (Ivory Coast), Dominican Republic, Georgia, Iceland, Kyrgyzstan, Kazakhstan, Lebanon, Liberia, Republic of Moldova, Madagascar, Macedonia, Paraguay, Qatar, Syrian Arab Republic, Tajikistan, Turkmenistan, Tunisia, Ukraine, Uzbekistan, Venezuela.
In certain specific cases, duly specified in the Returned Goods Form, you are allowed to replace purchased products with other products, instead of being refunded the relative price.
The request for an exchange is subject to the following conditions:
b. exchanges will only be permitted for a different size or color or the product you originally ordered. The available exchange options will be indicated in the Return Form;
c. you may request the exchange of one or more purchased products within and not later than twenty (20) days from their date of delivery, by filling in the Return Form and sending it via electronic means to the Provider within the aforementioned deadline. The products to be replaced must be handed over to the forwarder within twenty (20) days of their date of delivery;
d. you may only submit a single exchange request for each product purchased;
e. the products for which you request the exchange must be returned to the Provider in their original condition and packaging, they must not have been used, worn, washed or damaged, and they must still have their identification tag attached with the disposable seal;
f. the products to be exchanged that belong to a single order must be returned to the Provider in a single shipment. The Provider reserves the right to refuse products of the same order that are shipped for exchange separately.
If all the above conditions are properly satisfied, once you have filled out and transmitted the Return Form containing your request for an exchange, the Provider will process said request by sending you a relevant confirmation email.
Deadlines and procedure for obtaining products exchange
After receiving the products to be exchanged, YOOX NET-A-PORTER GROUP will inspect the products to check that all the above requirements have been fulfilled, YOOX NET-A-PORTER GROUP will then verify the actual availability of the replacement products in its warehouses of the products to ensure that the size and/or color you have selected are available.
If the selected replacement products are not available in the warehouse, YOOX NET-A-PORTER GROUP 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 the procedures specified in Sections 1 and 2 herein.
If the selected products are available in the warehouse, YOOX NET-A-PORTER GROUP 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) working days of the date from which YOOX NET-A-PORTER GROUP was made aware of your request for exchange, once the condition of the products for exchange as detailed above has been verified. The costs for shipping the replacement products shall be borne by YOOX NET-A-PORTER GROUP who will choose the carrier.
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. You will be contacted by the Vendor if your request for an exchange cannot be accepted because the above conditions have not been met. In this instance, you can choose to have the original products shipped back at your expense. If you refuse this delivery, YOOX NET-A-PORTER GROUP reserves the right to retain the products and the amount paid for the purchase of the same.
The exchange product or products are subject to a subsequent product return procedure, in accordance to Sections 1 and 2 herein.
You can ship your returns to the Vendor with a shipping service of your choice and the return shipping will be at your own expense. Please verify that you have accurately completed and included with your package all the necessary documentation for Customs clearance. Customs authorities require that all such documentation be written in English so that it can be used both by the authorities of the country you are shipping from (for export) and the Italian authorities (for import). We recommend that you consult with local authorities and/or your selected shipping service to ensure that the documentation is sufficient. The Vendor cannot be held responsible for parcels that are detained at Customs because of lacking or insufficient documentation. The Vendor therefore highly recommends that you choose a shipping service that permits you to trace it at any time. Be sure that the type of shipping you choose guarantees that the parcel will be sent back to the Vendor within the time frame of 30 days from the date on which you received your order.
Refund Times and Procedures
After the Vendor has received the returned products and checked that the products meet all requirements, you will receive an e-mail that the returned products have been accepted. Whatever the form of payment you used (Credit/Debit Card, PayPal where available), the refund procedure will start within 30 days from when the Vendor was informed of your decision to exercise your right to return the purchased products and once the Vendor 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 payment type used:
- purchase by Credit/Debit Card: refund time will depend on the credit 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/debit card associated with your PayPal account depends on the company that issued the card.
All products sold by the Vendor include an identification tag 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.