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 within fourteen (14) calendar days from the date on which you received the purchased product (or for purchases of multiple products, the date on which you received the last product) from www.balenciaga.com. Returned items must be shipped back to the Vendor within fourteen (14) calendar days from the date you notify the Vendor of your decision to cancel. The products may be returned by dispatching the parcel through the shipping agent indicated by the Vendor (UPS), or through another shipping agent or postage method. We also invite you 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:
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. Without limiting the paragraph above, the cancellation right set out above does not apply to: (a) sealed products unsealed by you following delivery, where return of such products is unsuitable due to health protection or hygiene reasons; (b) products which are made to your specifications or clearly personalized; or (c) products which have become inseparably mixed with other items after delivery.
Refund Times and Procedures
After the Vendor has received the returned products and checked that the products meet all requirements, you will receive an e-mail that the returned products have been accepted. Whatever the form of payment you used (Credit/Debit Card, Cash on Delivery), the refund procedure will start within: (a) where we collect the products from you through our approved courier, fourteen (14) calendar days of the day the Vendor was informed of your decision to return the purchased products for a refund; or (b) where you return the products yourself, fourteen (14) calendar days of the day we receive the returned products or, if earlier, proof of postage from you evidencing that you have sent the products back, within such time. You may be liable for, and we may deduct from any refund due to you, 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.
Without prejudice to the above, the time period for refunding the amount you paid for purchasing the returned products depends on the payment type used:
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.
As advised by the Vendor, returned products may be shipped by the parcel delivery company UPS, using the pre-printed label enclosed in the parcel in which the products were shipped. If you use UPS, the Vendor will be paying the shipping costs and track the parcel at any time. Please contact UPS (or visit their site: www.ups.com) to organise pick-up. If you decide to use a different shipping courier than the one provided by www.balenciaga.com or other postage method, you will have to pay for the cost of return shipping upfront in accordance with our returns instructions and you will be responsible in case of loss or damage to the products during transport. Other than as set out herein, you will not incur any fees as a result of your request for reimbursement. For your protection, 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.