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Our purpose is to guarantee your full satisfaction. If, for any reason whatsoever, you are not satisfied with your order, you may exercise your right to cancel your purchase and return purchased products. You must inform us of your decision to cancel and can do so by:


(a) using the online return form available on the Website in the section Client Service area (the "Return Form"); or


(b) Contacting us at 00 800 10204000


within twenty (20) calendar days from the date on which you received the product purchased on the Website (or for purchases of multiple products, the date of which you received the last product) f, or, if the "Pick up in boutique" (if available) option was selected at the time of purchase, from the date of pick-up of the product at the Moncler boutique.


Returned items under your right of withdrawal must be shipped back to us from the same country it was delivered to within fourteen (14) calendar days from the date you informed us of your decision to cancel the contract, to the address indicated on the pre-paid and pre-stamped return label included in your packaging (please follow the instruction on your Return Form to use our free-collection service). The products may be returned by dispatching the package through the shipping agent indicated by us, or through another shipping agent or postage method.


Alternately, you may return the products directly to any Moncler boutique, among those available in the country where the products have been dispatched, and listed on the Website, presenting the products to a sales assistant in their original packaging together with the delivery receipt contained in the original packaging within twenty (20) days of the date the products were received.


Right of withdrawal and Tax Free option



If, at the time of submission of the order, you selected the Tax Free option:


(a) the right of withdrawal will be subject to the same conditions and requirements set forth under this section 8 as long as you have not obtained any tax refund (and therefore before you leave the country where you purchased the goods). In this case, you will be entitled to the full refund of the products price (including sale taxes) and shipping/delivery costs (if any);


(b) if you already left the country of purchase and already benefited of the sale taxes refund before the expiration of the 20 days to exercise your right of withdrawal, you will be still entitled to do so and return the product(s) to obtain the refund of the price net of sale taxes (VAT and similar), which have been already refunded to you. Please note that in this case, you will be solely responsible for compliance with any Customs requirements and payment of any Customs tax or fee required to ship and return the products to the country where they were originally purchased and shall be returned.


In all cases of return of products purchased under the Tax Free option, the following conditions shall apply.


TERMS AND CONDITIONS OF RETURN



The right to return products shall be deemed correctly exercised once the following conditions have been fully met:

  • you have correctly filled in and submitted the online form available atReturn Form within twenty (20) calendar days from the date you receive the purchased product (or for purchases of multiple products, the date of which you received the last product) or, if at the time of the purchase you selected the "Pick Up In Boutique" option, within twenty (20) days of the date of the order was picked up at the Moncler boutique; alternatively you may contact our Customer Service at 00 800 10204000 within the same period;
  • the products shall be returned new, undamaged, unworn - save for the right to try on the product to ascertain its characteristics - and not washed;
  • the identification tag and any label are still attached to the products, as well as the disposable seal;
  • the products shall be returned in their original packaging (if still intact) together with the delivery receipt;
  • the returned items must be shipped back to us within fourteen (14) calendar days from the date you informed us of your decision to withdraw from the purchase contract, to the address indicated on the pre-paid and pre-stamped return label included in your packaging (please follow the instruction on your Return Form to use our free-collection service) or should you choose to return the products by going directly to any Moncler boutique listed on the Website among those available in the country where the product was delivered, you will have to bring them to the pre-selected Moncler boutique within twenty (20) days from the date the products are received. In case of return after having obtained a refund under the Tax Free option, you will not be able to use our Return Form and benefit of the free-collection service and you will be responsible for compliance with any Customs requirements or tax or fee required to return the products to the purchase country.

Should you decide to return the products by bringing them to any Moncler boutique listed on the Website among those available in the country where the delivery of the product occurred, therefore without waiting to mail them from your home, you will not have to incur any costs. It will be sufficient to present the products to the sales assistant at the selected Moncler boutique, in their original packaging together with the delivery receipt contained in the original packaging, within twenty (20) days of receiving the products. The sales assistant will fill out the return form and check that the products conform to the conditions indicated in the Terms and Conditions of Sale. Delivery of the products to the sales assistant is thus equivalent to acceptance of the return by Moncler.


If you have fulfilled all requirements set forth above, we shall refund the entire price for the purchased products (save for sale taxes in cases where you have selected the Tax Free option and already benefited of the refund of sale taxes, in which case the refund of the price shall be net of said taxers). Should you decide to use the courier indicated in the online Return Form, you will not have to take care of the return shipping costs. However, if you choose to use a different courier or other postage method for your return, you will have to pay for the return shipping cost upfront in accordance with our returns instructions. You acknowledge and accept that in case of return after a tax refund under the Tax Free option has been obtained, you will be responsible for complying with all the Customs requirements and Customs taxes or fees to ship and return the products to the purchase country. Moncler reserves the rights to reject the products for which Customs formalities and costs have not been complied with by you in advance. Other than as set out herein, you will not incur any fees as a result of your request to return the products.


You will be notified if the returned products cannot be accepted via email as soon as practicable within a reasonable period of time. In this case, you may choose to have the products delivered to you at your expense. If you refuse the above delivery, Moncler reserves the right to retain the products and the amount paid for your purchase of the products. Without limiting the paragraph above, the cancellation right set out above does not apply to:

  • sealed products unsealed by you following delivery, where return of such products is unsuitable due to health protection or hygiene reasons;
  • products comprising sealed audio or video recordings or computer software or other digital elements, if the product becomes unsealed after delivery;
  • products which are made to your specifications or clearly personalised;
  • products which have become inseparably mixed with other items after delivery;
  • digital service or content once download has started, so expressly waiving the right of withdrawal.

Please note that products returned under your right of withdrawal shall be shipped from the same country in which they have been dispatched, except for returns made by customers that benefited of the Tax Free option .


REFUND TIMES AND PROCEDURES



After Moncler 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, Apple Pay, Google Pay, Sofort, Klarna, WeChat where available), Moncler will refund you all payments received from you for such cancelled purchase, including standard delivery costs, if any have been paid (but excluding supplementary costs for expedited delivery options, gift wrapping and other additional expenses deriving from options selected by you) within:

  • if you use our free collection service, fourteen (14) calendar days from the day on which our warehouse receives and verifies the returned products; or
  • if you return the products yourself, fourteen (14) calendar days from the day we receive the returned products or from the date you supplied us evidence of having sent the products back, whichever is the earliest;
  • if you return the products to one of our boutique, immediately after the sale assistant completes the procedures to verify that the returned products comply with the return conditions set forth under section above.

You may be liable for any diminution to the value of the returned products caused by your handling of the products, save to the extent necessary to ascertain the characteristics, functions or nature of the products. Moncler reserves the right to take legal action against you to ascertain said diminished value, which may then be deducted from the reimburse of the relevant price.


Without prejudice to the above, and once Moncler 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. As a way of example:

  • purchase by Credit/Debit Card: refund time will depend on the Credit Card company’s policies;
  • payment made by bank transfer: you will be refunded the amount you paid for the products returned to the Bank account used for the purchase; the time needed for refunding depends on the information you provided in your order. Please remember it is necessary to have a Bank account in order to receive a refund for bank transfer orders.


IDENTIFICATION TAG



All products sold by Moncler include an identification tag. Please try on the products without removing the tag. Returned products without the tag will not be accepted. To return damaged, defective or incorrect products the identification tag should still be attached to the products, as long as possible and where still available.


As advised by Moncler, returned products may be shipped by the package delivery company, using the pre-printed label enclosed in the package in which the products were shipped. If you use this option, Moncler will be paying the shipping costs and track the package at any time. In this case, we invite you to follow the instructions included in the package and contact UPS to organise the pick-up. 


If you decide to use a different shipping courier than the one provided by us on the Website or on the Return Form, you will have to pay for the cost of return shipping upfront and you will be responsible in case of loss or damage to the products during transport. In your interest, we recommend that you use a courier service if you choose to return the goods other than via the pre-paid mechanism and approved courier.

 

PRODUCTS EXCHANGE



This service is not available in case of Tax Free option



Alternatively, where you wish so, you will be also entitled to exchange the purchased products (other than personalised products) with other products, in place of receiving a refund of the relative sum, subject to the following conditions:

  • You must select on our Website, in the Return Form page, the exchange online option ("Exchange Your Order") and specify the reason for the exchange;
  • You may request the replacement of one or more purchased products with products of a different model, or of the same product in a different size and/or colour. The available replacement options will be indicated in the online form Exchange Your Order;
  • You may request to exchange one or more purchased products within and no later than 20 (twenty) days of the day You receive the products, by filling in the Exchange Your Order form and sending it electronically to Moncler within the aforementioned deadline. The products to be replaced should be returned within 14 (fourteen) days of the day of receipt;
  • You may only submit a single replacement request for each product purchased; only one single exchange for the same product is allowed;
  • the products for which You request the replacement must be returned to Moncler in their original packaging together with the delivery receipt, they must be new, undamaged, unworn (save for your right to try on the same to ascertain their characteristics) and not washed, and they must still have their identification tag and any label attached with the disposable seal.

If all the above conditions are correctly fulfilled, once You have filled in and transmitted the Exchange Your Order form containing the request for goods replacement, Moncler will process said request by sending You a relevant confirmation email. If such conditions are not met, Moncler will inform You via email and, if already dispatched, will return the product to You at Your expenses. 


Once received the products to be exchanged, Moncler will inspect the products to check that all the above requirements have been fulfilled; Moncler will then verify the actual availability of the products to be replaced in its warehouses to ensure that the size and/or colour You have selected are available. If the selected products are not available, Moncler will not be able to accept the request for exchange and will refund You the price of the products originally purchased in accordance with the procedures specified in this Return Policy, by informing You accordingly via email. If the selected products are available in the warehouse, Moncler will accept the request for exchange and will send You an email confirming the shipment of the replaced products. Shipment will occur as soon as the item exchanged will be accepted in the warehouse. The costs for shipping the replacement products shall be borne by Moncler who will choose the courier.


In case the value of the exchanged product is the same as the original one, no payment shall be made by You. In case the exchanged product’s value is higher than the original, a new payment should be made for the difference only. In case the exchanged product’s value is lower than the original, no payment should be made and You will receive a refund of the delta price.