Via La Moda ONLINE RETURNS POLICY
- Unwanted products
In general, you can return an unwanted product to us at no charge, provided:
- it is undamaged and unused, with the original labels and stickers still attached;
- it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable);
- you log a return with us within 7 days of delivery to you.
After 7 days, you can only return a product if it is defective.
We reserve the right to refuse a return:
- if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories
- if a product has been personalised for you or made to your specifications.
We will collect the product from you at no charge. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 8 days of the return (or replace the item if that is your preference). Please bear in mind that refunds can take 1-4 working days to reflect in your account.
- Want to exchange?
Handbags, purses and accessories can be exchanged for a different colour variation, provided that such a variation is available and is at the same price as the product originally purchased. In such a case, an exchange request must be logged within 24 hours of receipt. We will collect the product from you and deliver the exchanged product to you at no charge.
- Not what you ordered?
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website (including if it is missing any accessories), please notify us within 24 hours of receipt and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 8 days of the return (or replace the item if that is your preference). Please bear in mind that refunds can take 1-4 working days to reflect in your account.
- Products damaged on delivery
Should a product be damaged at the time of delivery / collection, please notify us (with photographs) immediately of such delivery / collection.
We will then arrange to collect the damaged product from you at no charge. Once we have inspected the product and validated the return, we will repair / replace the product as soon as possible (if such repair / replacement is possible). Should a repair / replacement not be possible, we will credit your account with the purchase price of the product. Credits and refunds are normally handled within 8 days of logging the return, and refunds can take 1-4 working days to reflect in your account. Repairs and replacements could take longer, depending on parts / replacement availability.
- Defective products
We do our best to ensure that the products we deliver to you are of a high quality and without defects.
A defect is deemed as an imperfection in the manufacture of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
The following will NOT be regarded as defects and will not entitle you to a return under this section 4:
- natural markings on the leather;
- faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorized alterations to the product; and
- where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.
- Standard Warranty
If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within 6 months after delivery / collection of the product and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair / replacement is possible) or credit your account with the purchase price of the product. Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability.
Please provide suitable packaging for returning the product (it need not be the original packaging), as well as all accessories that were sold with the defective item when you return it to us – regardless of whether you request a repair / replacement or a refund. Our courier reserves the right to refuse collection of a product that is not properly packaged for transport.
It is important to note that it will be in Via La Moda’s discretion what remedy it can offer you. Via La Moda is under no obligation to provide you with a credit, repair / replacement for any return logged after six months.
- Charges
If you return a defective product to us, but you fail to return all of the accessories that were sold with that product, we reserve the right (subject to applicable law) only to replace the item that you did return, or to estimate the value of the missing accessories and only to credit or refund you in respect of the returned item.
If you return a product that does not comply with this Policy, you may be liable to reimburse Via La Moda for the cost of collecting the product from you and the cost of having the product returned to you.