RETURN POLICY

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 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 fourteen (14) days of the date you notified the Vendor of your decision to withdraw from the sale contract
h. The products must not be 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.

2. Procedure for returning products to YOOX 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 one of the following countries Sweden, Denmark and Finland please visit our Customer Care area where you will find additional 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 utilised 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 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 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 fourteen (14) days of receipt using the online Return Form on the website; if a product becomes faulty after the fourteen (14) 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 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 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 items sold on yoox.com by third-party sellers (“Partners”) until 10 February 2025, the last day of activity for our online intermediation service (marketplace), you have the right to withdraw from the contract without any penalty and without having to provide any reason, within 14 days from when you received the items purchased on yoox.com or within the longer and more favourable timeframe indicated by the Partner. You may exercise your right of withdrawal until 27 March 2025 by contacting the Partner, as indicated in the pop-up window that opens when you select the “Return Information” option in the “My Orders” section. After 27 March 2025, if the 14 days or the more favourable timeframe indicated by the Partner referred to above has not expired, please contact our Customer Care (by selecting “items sold by partners”) for support relating to your return.

RETURNS OF PURCHASES MADE THROUGH A PARTNER, MUST BE SENT - FOLLOWING THE INSTRUCTIONS PROVIDED DURING THE PURCHASE PROCESS - DIRECTLY TO THE PARTNER, WHO WILL PROCESS THEM AUTONOMOUSLY. YOOX IS NOT RESPONSIBLE FOR AND WILL NOT BE ABLE TO PROCESS RETURNS OF PRODUCTS PURCHASED THROUGH A PARTNER AND WRONGLY SENT TO YOOX'S WAREHOUSES. WE THEREFORE ENCOURAGE YOU TO VERIFY THAT THE SHIPPING ADDRESS FOR YOUR RETURN IS THE ONE PROVIDED BY THE PARTNER FROM WHOM YOU PLACED YOUR ORDER.