The products may be returned by dispatching the package through the shipping agent indicated by the Vendor (UPS), or through another shipping agent, but only upon having carefully completed the Online Return Form in the Client Care area within fourteen (14) days of receiving the order, and having thus obtained the corresponding Return Number. However, it is not possible to return one item in exchange for another.
Terms and Conditions of Return
The right of return will be deemed to have been appropriately exercised if the following terms and conditions have been fully met:
a) the online Return Form* has been correctly completed;
b) the products have not been used, washed or damaged and, in any case, compliant with the requirements detailed in the section on Compliance Checks below;
c) the identification tag is still attached to the products with the disposable seal;
d) the products to be returned must be shipped to www.chloe.com in a single shipment. www.chloe.com reserves the right not to accept articles pertaining to a single order that have been returned at different times;
e) the products must be returned in their entirety, unused, and in their original packaging;
f) the returned items must be shipped back via the shipping agent within fourteen (14) days of when you informed the Vendor of your decision to withdraw from the contract.
If you have fulfilled all requirements set forth above, the Vendor will refund the price of the returned items. You will only be charged for the return shipping cost, i.e., the costs of returning the purchased products to www.chloe.com. Should you decide to use UPS as your shipping agent, return shipping costs (which will be the same as shipping costs) will be deducted from the refund corresponding to the amount you paid for your purchase. If you decide to use a different agent , you will have to pay for the return shipping cost personally, and the Vendor will refund you the whole amount paid for the returned products (including shipping costs and taxes). You will be notified if the returned products cannot be accepted due to non-conformity with the terms and conditions indicated above. In this case, you may choose to have the products returned to you in which case you will bear the cost of delivery. If you refuse the above delivery, the Vendor reserves the right to retain the merchandise and the amount paid for your purchase of the products.
Compliance Checks for returned products
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 S.p.A. 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.
You will be notified if the returned products cannot be accepted because they do not comply with the conditions indicated in letters a) and f) of the previous paragraph. In this case, you may choose to have the purchased products redelivered to you at your expense. If you refuse the above delivery, YOOX NET-A-PORTER GROUP S.p.A. reserves the right to retain the products and the amount paid for your purchase of the 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 confirming that the returned products have been accepted. Whatever form of payment you used (credit/debit card or cash on delivery), the Vendor will process the refund within fourteen (14) days of when it was informed of your decision to exercise your right to return the purchased products, and once it 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 form of payment used:
• purchase by credit/debit card: refund time will depend on the credit/debit card company’s policies. We remind you that the value date for the refund will coincide with the date of the original payment; therefore you will not suffer any interest loss;
• payment made by cash on delivery: you will be refunded the amount you paid for the products returned to the bank account you indicate in the Return Form*; the time needed for refunding will depend on the information you provided in your order; normally refunds take place within a month. Please remember it is necessary to have a bank account in order to receive a refund for cash on delivery orders.
If the order was a gift, the individual who made the payment will receive the refund.
Product Identification Tag
All products sold by the Vendor include an attached identification tag , complete with a disposable seal. Please try on the products without removing the corresponding tag and seal. Products returned without them will not be accepted.
As advised by the Vendor, returned products may be shipped by the package delivery company UPS, using the pre-printed label enclosed in the package in which the products were shipped. Using this method allows www.chloe.com to pay shipping costs and track the package at any time. Please contact UPS to schedule pick-up. If you decide to use a different shipping agent than the one provided by www.chloe.com, you will have to personally pay for the cost of return shipping and you will be responsible in case of loss or damage to the products during transport.
*Download and complete the paper return form to exercise your right to return.