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Returns And Refunds
Returns And Refunds
TERMS AND CONDITIONS OF SALE
The products marketed on the www.valentino.com website (hereinafter, respectively the “Products” and the “Website”) are sold and invoiced by VALENTINO S.p.A. a company having its registered office in Via Turati 16/18, 20121 Milano, Italy, registered with the Chamber of Commerce of Milan, Italian VAT and registration number with the Companies’ Registry n. 05412951005, local VAT n. 279 8281 43 (“VALENTINO”).
For any information on purchase orders, deliveries and, more in general, purchases, please go to the Customer care area, where you will find more detailed information. For further assistance contact VALENTINO customer care.
1. ACCEPTANCE OF THE GENERAL CONDITIONS OF SALE AND CLOSING
1.1 VALENTINO offers Products for sale on the Website to end consumers, namely, to persons acting for purposes that are wholly outside that individual’s trade, business, craft or profession (“Customer”). VALENTINO (hereinafter also the “Seller”) reserves therefore the right not to process orders placed by a person other than the “consumer”.
1.2 The sale agreement between VALENTINO and the Customer (the “Agreement”) shall become binding upon VALENTINO's acceptance of the Order, which will take place when the Customer receives VALENTINO email confirming the Order (the “Order Confirmation”). If VALENTINO is unable to accept the Customer's order, will inform the Consumer in writing and will not charge for the Product. For more detail regarding rejection of a Customer's order see clause 2.4.
1.3 By placing an Order - with the order form made available on the Website - the Customer declares that it has read and understood all the indications given during the purchase procedure, and that it accepts, in full, these sale terms & conditions (hereinafter, the “Conditions”).
1.4 These Conditions will be sent within the Order Confirmations and, in any case, may be printed or stored on permanent storage devices directly from the Website, in accordance with the applicable legislation currently in force.
2. HOW TO BUY THE PRODUCTS
2.1 The Products offered for sale by VALENTINO are only and exclusively the ones displayed on the Website when the Order is placed, as described in the relevant product information sheet. It remains in any case understood that the images of the products on the Website are for illustrative purposes only. Although VALENTINO makes every effort to display the colours accurately, it cannot guarantee that they are accurately reflected on the Customer’s device/screen: the product delivered to the Customer may vary slightly from those images.
The Customer can place an Order by duly filling-in the order form made available on the Website and send it in accordance with the indications provided in the Website, after having carefully reviewed the product specifications, the relevant price (inclusive of all applicable taxes and charges), shipping costs (including the ancillary costs that may be incurred in case a shipping and delivery method quicker and/or different from the standard one is chosen). The Customer may also request VALENTINO the invoice for the purchased Product, by checking the relevant flag on the order form.
2.2 VALENTINO will confirm that the Order has been properly received by sending the Order Confirmation to the address notified by Customer. The Order Confirmation will contain these Conditions and the summary document on the Right of Withdrawal and therefore, all of the information that is already contained in the order review displayed prior to making the purchase (the products' main characteristics, detailed information on the price, terms of payment, return policy and shipping costs).
2.3 Within the limits of the applicable laws, VALENTINO may not process purchases when there are not sufficient guarantees of solvency on the payment method choosen, when orders are incomplete or incorrect, when the products are no longer available or in any other case where there are substantial problems with the Order or errors in the presentation of the Product or selection on the Site. The Customer will be informed by email of the Order cancellation, with the reasons thereof. If the products displayed on the Website are no longer available once the Seller has received the order form, Customer will be informed of such unavailability as soon as possible. If the order form has been sent and the price has been paid for items that are no longer available, the Seller will refund, without undue delay, the amount paid for those items and the sale agreement between the parties will be deemed terminated.
3. PRICE AND TERMS OF PAYMENT
3.1 The prices indicated on the Website are inclusive of taxes and VAT, when applicable and where possible to calculate in advance under the applicable fiscal laws. Customer shall be informed in advance of shipping costs or fees, if any, through the Website.
3.2 Payment of the Product prices and relevant costs for shipping and delivery must be made by using one of the procedures indicated on the Order form, such as Credit or Debit Card, PayPal or any other specific payment procedures as made available on the Website, including Cash on Delivery (“COD”) option, when and where present. Under no circumstance, costs higher than those effectively incurred by the Seller will be charged, in relation to your previously selected payment method.
3.3 In case of payment by Credit/Debit Card, all details (for example, card number or expiration date) will be automatically sent by encrypted protocol to the bank which provides remote electronic payment services, without VALENTINO having any knowledge of such data. Such details will not be used by the Seller except for performing the procedure relevant to the purchase or issuing refunds in the case of returns in compliance with the exercise of the return right or for reporting cases of fraud to the police.
3.4 Under no circumstances and at no stage of the payment process, the details of the Customer’s electronic payment methods will be disclosed to VALENTINO by the bank because such details will be directly sent, in a secure manner, to the website of the financial institution in charge of the transaction. Since none of such data will be stored in VALENTINO’s files, VALENTINO will not be liable for fraudulent and unlawful uses, if any, made by third parties of the Customer’s payment method during the payment procedure except to the extent that the misuse is due to the negligence, fraud or unlawful conduct of Valentino.
3.5 The price for the Products and the corresponding costs for shipping and delivery, as indicated in the Order form, will be charged to the Customer’s current account only when the purchased Products are actually shipped. In case of COD payment, the price will be paid at the delivery. In case of pre-orders, please see the specific procedure at linking here.
3.6 For countries with COD payment available, please find more information here.
4. DELIVERY OF THE PRODUCTS AND RELEVANT EXPENSES
4.1 The Product will be Customer's responsibility from the time VALENTINO, through its service providers, delivers the Product to the address the Customer gave in the Order or the Customer collects the Product from a VALENTINO boutique. The Customer shall acquire ownership of the Product once VALENTINO has received full payment.
4.2 Products shall be delivered to Customer at the cost specifically indicated on the Website before the Order is placed and displayed in the Order review. For specific information on the shipping options, please see here. Please note that VALENTINO reserves the right to terminate the Agreement in the event that the Customer fails to take delivery for 3 times.
4.3 To receive the delivery of the Products, the Customer shall sign the relevant receipt documents, having checked that: (i) the number of items delivered corresponds to the number indicated in the bill of parcels, and (ii) the packaging is intact, not damaged or wet, and, in any case, unaltered, including the sealing material (sellotape or metal strapping seals).
4.4 Any damage detected in the packaging and/or in the Product, and any discrepancy found in the number of items or in the indications contained in the bill of parcels, shall be immediately reported in the bill of parcel to be returned to the courier.
4.5 Any problem concerning the integrity of the Products received or any damages of it, their number and completeness – which is not possible to detect or to report at the time of delivery – should be reported within 7 (seven) days from delivery, in order to allow VALENTINO to proceed with the necessary verifications. Please note that such communication timeframe does not affect Customer’s statutory warranty and withdrawal rights.
4.6 All Products come with an identification tag attached with a disposable seal. Customer shall not remove the tag or seal from the purchased Products should he/she wish to return the same.
4.7 Shipping costs and delivery times depend on the type of shipping selected by the Customer during the purchase procedure and indicated in the Order form. With different timing depending on the type of shipping chosen, the Seller will confirm to the Customer that the Order is being shipped (the “Shipping Confirmation”).
4.8 The delivery times indicated on the Website are purely indicative. Following receipt of the Shipping Confirmation, the Customer will be able to monitor the status of the shipping from the “My Account” area on the Website and/or through the shipment tracking code provided in the Shipping Confirmation.
4.9 Orders will only be shipped to a valid mailing address (as determined by VALENTINO in its sole and absolute discretion). However, please note that we may not be able to ship to all valid addresses and, in such circumstances, we reserve the right in our sole and absolute discretion to cancel your Order. In the event we are not able to ship to the shipping address you provide, we will notify you, your Order will be cancelled, and you will receive a refund in respect of your Order (unless you are able to provide an alternate eligible shipping address.
5. PICK UP IN BOUTIQUE SERVICE
5.1 If indicated on the Order form as an option, the Customer may decide to personally collect the Products directly at one of the VALENTINO boutiques that offer the “pick up in boutique” service (for more information please visit the ‘pick up in boutique’ page in the ‘boutique services’ area of the customer care page on the Website by clicking here).
5.2 A complete list of such retail stores can be found on the Website. In that case, the Customer will receive an email informing her/him that the Product has arrived at the boutique and is ready for collection (“Collection Confirmation”). The Costumer may collect the Products purchased within 15 (fifteen) days from the receipt of the Collection Confirmation. In the event of failure to collect the Products, Valentino will contact the Customer providing a last chance to collect the Product within a further term. If the Product are not collected within this further term, the Agreement will be automatically terminated, and VALENTINO will proceed to reimburse the Customer the price paid for the Product not collected. In this case of termination, VALENTINO might retain the costs and the expenses incurred for the shipment and the storage of the Products.
5.3 Since no payment can be made at the boutique, cash on delivery is not applicable to products purchased according to such procedure.
5.4 For Products collected at the boutique, the same terms and conditions for the returns and warranty of shipped Products shall apply as set out in Articles 6 and 7 of these Conditions.
6. RETURNS (CHANGE OF MIND)
6.1 In addition to any rights and remedies that the Customer may have under the applicable law, the Customer is entitled to withdraw from the Agreement without cause, without penalty and without the need to give any explanation, within 14 (fourteen) days after the date of delivery of the Products.
6.2 The Customer may exercise the right of withdrawal (change of mind) set forth in art. 6.1 above (i) by filling in the specific online return form or (ii) by sending an unequivocal written communication to the address indicated in the return form included in the package of the delivered Products (each one hereinafter the “Return Form”).VALENTINO will confirm that the Return Form has been properly received by sending an email message to the address notified by the Customer.
6.3 In the event of withdrawal, Customer shall dispatch the Products back to VALENTINO within 14 (fourteen) days from the date on which the above notice was submitted, choosing one of the following:
6.3.1 sending the Product(s) to the address expressly referred to in the Return Form by the courier indicated by VALENTINO in the Return Form. Products may be shipped by using the pre-printed and pre-paid label enclosed in the package in which the Products were shipped. In this case delivery back to Seller, is at Seller’s exclusive cost. Please contact UPS (or visit their site: www.ups.com) to organise pick-up;
6.3.2 Sending the Product/s to the address expressly referred to in the Return Form by means of any courier chosen by the Customer (in such event, the costs for the redelivery will be on the Customer’s exclusive account);
6.3.3 Redelivery to the boutique expressly referred to in the Return Form (the Customer will be requested to hand back the Product(s) along with the Return Form and one identity document);
6.3.4 If the Customer personally collected the Products with the Pick-up in boutique service, the Products can be also returned to the same boutique.
6.4 The Product must be delivered back along with the original packaging (including the packaging materials and the documents, if any, accessories, labels, identification tags, seals, dust bags, etc.) and it is to be carefully stored and used only for the time strictly necessary to verify its nature, specifications and size, and must show no signs of wear or dirt (or any other alteration) - other than what is necessary to establish the nature, characteristics and functioning of the goods - as indicated below:
- The right of withdrawal may be exercised only with respect to the entire purchased Product, partial withdrawals (accessories, complements, etc.) are not permitted;
- Within the limits of the applicable laws, the transit of the Products, until the Customer receives confirmation that the Product has been properly returned and delivered to VALENTINO, shall be at the Customer's exclusive responsibility for the cases indicated under points 6.3.2, 6.3.3 and 6.3.4. Therefore, if the Product has been damaged during transit, VALENTINO shall inform Customer thereof in order to enable the latter to promptly send the relevant complaint to the courier and claim a refund; the Product will be made available to the Customer and the withdrawal notice will be cancelled;
- VALENTINO accepts no responsibility for Products damaged, stolen or lost while in transit, or, in any case, in relation to their shipping, whenever the shipping back to VALENTINO is processed according to one of the modalities indicated under points 6.3.2, 6.3.3 and 6.3.4.
6.5 VALENTINO shall refund to the Customer the whole amount already paid by the latter, within 14 (fourteen) days from the date of the withdrawal. VALENTINO may withhold the refund until the returned Product is properly received by VALENTINO or until Customer demonstrates that the Product has been correctly returned, whichever is earlier.
6.6 Unless otherwise agreed by the parties, the amount initially charged to the Customer will be re-funded using the same payment methods used by the Customer in the original purchase transaction. In case of cash on delivery payment, the amount initially paid will be refunded by a bank transfer on the bank details indicated by the Customer on the Return Form. In any case, no cost will be charged to the Customer in relation to the refund.
6.7 Once the Products are received, VALENTINO will check them and negate in case of any discrepancies with the above, it shall inform the Customer by email that the value of the returned Products is reduced due to Customer’s failure to comply with the Conditions mentioned above. By the same email, VALENTINO shall also notify the amount that it will deduct from the amount to be refunded, unless Customer elects, at its own expense, to have the Products sent back to her/him in the same conditions in which they were returned to VALENTINO.
6.8 In the event that the right of withdrawal is forfeited (for example when the Product is returned damaged), VALENTINO shall send back to Customer the Product. In this case, the Customer will be charged with the relevant shipping costs and, if already refunded, with the price of the Product.
6.9 The right of withdrawal also applies to Products purchased on sale or during sell-outs or other promotional periods. The right of withdrawal is, instead, excluded for Products custom-made or in any case personalized, even if customised after purchase.
6.10 For more information on the products return policy (including the refund) and exchange service, please see here.
7.1 All Products sold by VALENTINO are covered by the lack of conformity warranty, as provided by the applicable law. Within the applicable laws, to benefit from the warranty, the Customer must keep the relevant invoice, or receipt of payment, together with the bill of parcels.
7.2 The warranty for lack of conformity will be applicable only if the Product has been used correctly, in compliance with its intended purpose and in accordance with the use and washing instructions contained in and/or furnished with the Product.
7.3 Without prejudice to the provisions of art. 2.1 above, VALENTINO will deliver to the Customer Products that are in conformity with the Agreement. In case of defective Products and/or Products not conforming to the promised qualities, the Customer is entitled to the remedies provided by the applicable law (for example, where applicable, the repair or replacement of the Product free of charge or the reduction of the price paid for the defective Product).
7.4 For more information on the legal warranties, please see here.
8. CLAIMS AND QUERIES
8.1 Any claim or query can be sent to VALENTINO at the following addresses: Via Turati 16/18, 20121 Milano, Italy, or writing to the Customer Care, or contact it at the number listed per country here.
10. APPLICABLE LAW AND JURISDICTION
10.1 To the extent permitted by the applicable laws, the Agreement and its performance are governed by the law applicable to the Consumer Any dispute that may arise out of or in relation to the Agreement shall be submitted to the competent court of the place where Customer resides.
10.2 Customers residing in a Member State of the European Union have the option of appealing to the platform established by the European Commission for the resolution of disputes relating to distance selling contracts (“ODR Platform”). Through the ODR Platform, the Customer and the Seller may resolve disputes relating to purchases made under these Conditions with the assistance of an impartial body. The ODR Platform can be accessed at the following link: https://ec.europa.eu/consumers/odr/main/?event=main.home.show".
11. AMENDMENTS AND UPDATES
11.1 The Conditions may be amended from time to time due to new laws and regulations or other reasons. The new Conditions shall be effective as of the date of publication on the Website for sales made from the date of their upload on the Website and, thus, each Agreement shall be governed by the Conditions in force at the time it is concluded.
12.1 The Conditions will be written and construed in the English language, and all questions of interpretation of the Conditions shall be resolved by reference to the same as written in English. If the Conditions are translated into foreign languages, the English version will prevail for all purposes, including any disputes or claims that may be resolved by any legal proceeding.
12.2 All communications between the parties arising out of or in connection with the Conditions shall be in English.
Version 0.1 of 27/12/22