It is necessary to complete the Return Form available on the web site in the Customer Care area, in order for us to provide you with a Return Number. It is not possible to return an item in exchange for another.
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 of the date of your receipt thereof;
- the products must not have been used, worn or washed 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;
- the products must be returned within thirty (30) days from the date the package was delivered to you.
If you have fulfilled all requirements set forth above, the Vendor shall refund the entire price for the returned purchased products. Any duties, taxes and fees you have paid for the delivery of the purchased products shall not be refunded. You will be notified if the returned products cannot be accepted. In this case, you may choose to have the products delivered to you at no expense to the Vendor. 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.
Please note that shipping costs, duties, taxes and fees you have paid for the delivery of the purchased products shall not be refunded. For more information read the below Return Shipping section or visit Customer Care area.
Customs authorities require that all such documentation be written in English so that when necessary it can be used both for export and for import in Honk Kong SAR, China. 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.
Couriers and expenses for the Return Shipping:
- for Australia, India, Malaysia, New Zealand, Philippines, Singapore, Thailand, South Korea the return shipping is free if you use UPS driver. Likewise, return is free if you use UPS driver in Taiwan and Macau SAR, China. The Vendor will automatically deduct a Return Fee of $15,00 from the refund.
- return is free if you use UPS driver in Taiwan. The Vendor will automatically deduct a Return Fee of HK$120,00 from the refund.
- for Vietnam, Indonesia, Brunei you may ship the return with a shipping service of your choice and the shipping expenses will be at your charge
- for Hong Kong SAR, China the return shipping is free if you use SF Express
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 delivery, 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.
REFUND TIMES AND PROCEDURES
After the Vendor has received the returned products and checked that the products meet all requirements, you will receive an email 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 of 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.