RETURN POLICY
Mosaique
1. INTRODUCTION
This Return Policy (“Policy”) applies to all purchases made through the website itsmosaique.nl (“Website”), operated by Mosaique (“Mosaique”, “we”, “us”, or “our”). This Policy is intended to provide guidance and information to our customers (“Customer”, “you”, or “your”) regarding the procedures and rights you have with respect to returning products purchased from our Website.
Mosaique is a clothing brand that embodies the essence of life’s struggles and triumphs, offering apparel that resonates with personal stories and experiences. We understand the importance of customer satisfaction and are committed to ensuring a seamless and satisfactory shopping experience. This Return Policy is formulated in compliance with the applicable laws and regulations of the Netherlands and the European Union, including the General Data Protection Regulation (GDPR), ensuring the protection and privacy of your personal data.
By purchasing from our Website, you agree to be bound by the terms and conditions of this Policy, along with our Terms of Service and Privacy Policy. Please read this Policy carefully. If you do not agree with any part of this Policy, you should refrain from making any purchases on our Website.
This Policy is designed to be comprehensive and transparent, outlining the procedures and requirements for returning products purchased from our Website. We encourage you to contact our customer support team at support@itsmosaique.nl for any questions or clarifications regarding this Policy or any aspect of our return process.
2. RETURN ELIGIBILITY
2.1 General Criteria for Return Eligibility
To be eligible for a return, the following general criteria must be met:
a. Condition of the Product: The product must be in the same condition that you received it. It must be unworn, unused, unwashed, and in its original packaging with all tags and labels attached. Products that have been altered, damaged, or show signs of wear are not eligible for return.
b. Proof of Purchase: A valid proof of purchase, such as a receipt or proof of online purchase transaction, must be provided. This is necessary to verify that the purchase was made through our Website.
c. Return Within the Stipulated Time Frame: The product must be returned within 14 days from the date of receipt. Returns attempted beyond this period will not be accepted.
2.2 Exceptions to Return Eligibility
Certain products may be exempt from being returned. These exceptions will be clearly noted on the product description page on our Website. This includes, but is not limited to:
a. Custom-Made Items: Products that have been customized or made to order based on specific requirements provided by you are not eligible for return, as these cannot be resold.
b. Final Sale Items: Products marked as “Final Sale” are not eligible for return. Please ensure that you are certain about your purchase of these items.
2.3 Product Condition Assessment
Upon receiving a return, Mosaique will thoroughly inspect the product to confirm that it meets our return eligibility criteria. This assessment is crucial to ensure fairness and maintain quality standards. Should the product fail to meet the criteria outlined in section 2.1, we reserve the right to refuse the return or offer a partial refund depending on the condition of the product.
2.4 Legal Compliance
All return processes and policies are designed to be in full compliance with Dutch consumer law and the relevant provisions of the European Union law, including but not limited to, the Consumer Rights Directive. We ensure that our return policy is fair, transparent, and does not infringe upon your statutory rights as a consumer.
3. TIME FRAME FOR RETURNS
3.1 Standard Return Period
In accordance with this Policy, Customers are entitled to return their purchased products within a standard time frame of 14 days from the date of receipt. This time frame is in line with the statutory minimum period provided under European Union consumer protection law, particularly under the Consumer Rights Directive, which grants consumers a minimum of 14 days to withdraw from a distance or off-premises contract.
a. Calculation of the Return Period: The 14-day period begins on the day the Customer, or a third party indicated by the Customer (other than the carrier), acquires physical possession of the goods. In the case of multiple goods ordered by the Customer in one order but delivered separately, the period begins on the day the Customer acquires physical possession of the last good.
b. Notification of Return: To initiate a return, the Customer must inform Mosaique of their decision to return the product within the 14-day period. This notification can be made through an explicit statement sent to our customer support email: support@itsmosaique.nl. We advise providing details such as the order number and reason for return to facilitate a smooth process.
3.2 Late Returns
Returns attempted beyond the 14-day period will generally not be accepted. However, in exceptional circumstances, if a Customer requests a return after the expiration of the standard return period, Mosaique may, at its sole discretion, consider such requests. Such consideration will be subject to the condition of the product and the reasons for the delay in the return request.
3.3 Holiday and Special Circumstances Extensions
Mosaique recognizes that special circumstances, such as public holidays or exceptional personal circumstances, might affect the ability of a Customer to return a product within the standard period. In such cases, we may offer an extension to the return period. Customers are advised to contact our support team at support@itsmosaique.nl to discuss the possibility of an extension under these circumstances.
4. RETURN PROCESS
4.1 Initiating a Return
To initiate a return, the Customer must follow these steps:
a. Notification of Return: As per section 3.1(b), the Customer must inform Mosaique of their decision to return the product within the 14-day period. This should be done through an explicit statement sent to support@itsmosaique.nl.
b. Return Authorization: Upon receiving the return request, Mosaique will assess the eligibility of the return and, if approved, will provide a Return Authorization along with detailed instructions for the return process.
4.2 Return Shipping
a. Responsibility for Return Shipping: The Customer is responsible for arranging the return shipment and bearing the direct cost of returning the goods, unless otherwise specified by Mosaique due to a defective or incorrect item being sent.
b. Return Shipping Method: The Customer should return the goods by a secure and traceable method to ensure safe and documented delivery. Mosaique will not be responsible for items lost or damaged during return transit.
4.3 Packaging the Product for Return
a. Original Packaging: The product should be securely packaged in its original packaging with all tags and labels attached.
b. Including Proof of Purchase: A copy of the proof of purchase should be included in the package to facilitate the identification and processing of the return.
4.4 Inspection and Processing of Returned Goods
Upon receipt of the returned product, Mosaique will conduct an inspection to verify that the product meets the return eligibility criteria as outlined in section 2.1 of this Policy. Following a successful inspection:
a. Processing Time: The processing of returns may take up to a certain number of business days. During this period, we will assess the condition of the returned item and execute the appropriate refund or exchange as per sections 5 and 6 of this Policy.
b. Communication with the Customer: Mosaique will keep the Customer informed throughout the return process. This includes notifications upon receipt of the returned item and the outcome of the return inspection.
The next sections of this Policy will detail the procedures and guidelines regarding refunds and exchanges, ensuring our Customers are fully informed of their options following a return.
5. REFUNDS
5.1 Eligibility for Refunds
Upon successful return of a product in accordance with the conditions outlined in section 2.1 of this Policy, Customers are eligible for a refund. The conditions for a refund are as follows:
a. Condition of the Product: The product must be returned in its original condition – unused, unworn, unwashed, and with all tags and labels attached. Any deviation from this condition may result in a refusal of the refund or a partial refund, as determined at Mosaique’s discretion.
b. Time Frame for Refund Processing: Once the returned item is received and inspected, we aim to process refunds within a certain number of business days. However, this period can vary based on the method of payment and the processing times of the involved financial institutions.
5.2 Method of Refund
a. Original Method of Payment: Refunds will generally be issued to the original method of payment used at the time of purchase. This is to ensure a secure and traceable refund process and to comply with anti-money laundering regulations.
b. Exceptions: In certain cases, where a refund to the original payment method is not possible, Mosaique may offer alternative refund methods, such as store credit or a bank transfer. These cases will be handled individually and communicated clearly to the Customer.
5.3 Refund Amount
a. Full Refund: In cases where the product is returned in full compliance with our return eligibility criteria, the Customer will receive a full refund of the purchase price.
b. Deductions: Any deductions from the refund amount, such as return shipping costs (if applicable and previously agreed upon), will be clearly communicated to the Customer. Deductions may also occur if the product is not returned in its original condition, as assessed by Mosaique.
5.4 Notification of Refund
Upon processing the refund, Mosaique will notify the Customer via email or other agreed-upon communication channels. This notification will include details of the refund transaction and any pertinent information regarding deductions or adjustments to the refund amount.
6. EXCHANGES
6.1 Exchange Policy
In lieu of a refund, Customers may opt for an exchange of the product, subject to the following conditions:
a. Eligibility for Exchange: The product must meet the same return eligibility criteria as set out in section 2.1. Exchanges are subject to the availability of the desired product in stock.
b. Initiating an Exchange: Customers wishing to exchange a product should indicate their desire to do so when initiating the return process as outlined in section 4.1.
6.2 Process for Exchanges
a. Return of Original Product: The Customer must return the original product following the procedures outlined in section 4. Once the product is received and inspected, Mosaique will proceed with the exchange process.
b. Selection of New Product: The Customer may select a new product of equal or lesser value than the original purchase. If the new product has a higher value, the Customer will be required to pay the difference.
6.3 Shipping of Exchanged Product
a. Shipping Costs: Shipping costs for the exchanged product will be handled in accordance with the terms outlined in section 7 (Shipping and Handling) of this Policy.
b. Delivery of Exchanged Product: Once the exchange is processed, the new product will be shipped to the Customer. The time frame for delivery will depend on the shipping method and destination.
6.4 Limitations on Exchanges
a. One-Time Exchange: Each purchase is eligible for a one-time exchange only. Subsequent exchanges for the same purchase are not permitted.
b. Product Availability: Exchanges are subject to the availability of stock. In cases where the desired product is not available, Mosaique may offer an alternative solution, such as a refund or store credit.
7. SHIPPING AND HANDLING
7.1 Shipping Costs for Returns
a. General Policy: The Customer is responsible for the direct cost of returning the goods, unless the return is due to an error on the part of Mosaique (e.g., defective or incorrect item sent), in which case Mosaique will bear the shipping costs.
b. Reimbursement of Shipping Costs: In cases where Mosaique is responsible for the return shipping costs, the Customer will be reimbursed for reasonable shipping expenses. Mosaique reserves the right to determine what constitutes reasonable shipping expenses based on industry standards and the nature of the product returned.
7.2 Handling of Returns
a. Receipt of Returned Goods: Upon receipt of a returned product, Mosaique will conduct a thorough inspection to ensure the product meets the return eligibility criteria as detailed in section 2.1.
b. Responsibility for Returned Goods: The Customer is responsible for the safe and secure packaging of the returned product. Mosaique is not liable for any damage or loss that occurs during transit. It is recommended that the Customer use a traceable shipping method.
7.3 Processing Time for Returns
a. Inspection and Processing: After receiving the returned product, Mosaique will inspect it within a specified number of business days and process the return, exchange, or refund as applicable.
7.4 Exchange Shipping
a. Shipping of Exchanged Items: If a Customer opts for an exchange (as per section 6), Mosaique will handle the shipping of the exchanged item. The terms for shipping costs, as mentioned in section 7.1, apply.
7.5 International Returns
a. Applicability: Customers returning products from outside the Netherlands are subject to the same return policies and procedures.
b. Customs and Duties: The Customer is responsible for any customs, duties, or taxes incurred during international returns. Mosaique is not responsible for any charges or fees associated with the return of international orders.
8. NON-RETURNABLE ITEMS
8.1 Specific Non-Returnable Products
Certain types of products are exempt from the return policy due to their nature. These include, but are not limited to:
a. Custom-Made and Personalized Items: Products that are made-to-order or personalized according to the Customer’s specifications.
b. Final Sale Items: Products marked as ‘Final Sale’ or similar, indicating that they cannot be returned.
c. Gift Cards: Gift cards are non-returnable and non-refundable.
8.2 Hygiene and Health Considerations
For hygiene and health reasons, certain products may be non-returnable. These typically include:
a. Undergarments and Swimwear: For reasons of hygiene, undergarments and swimwear may not be eligible for return unless they are faulty.
8.3 Damaged or Defective Items
a. Exceptions for Faulty Products: If a non-returnable item is faulty or defective upon receipt, the Customer may be eligible for a return or exchange. In such cases, Mosaique will assess the product and determine the appropriate course of action.
8.4 Non-Compliance with Return Policy
a. Ineligible Returns: If a Customer returns an item that is non-returnable as per this policy, Mosaique reserves the right to refuse the return and send the item back to the Customer at the Customer’s expense.
8.5 Notification of Non-Returnable Items
a. Transparency: Mosaique will clearly identify non-returnable items on the product description page on the Website to ensure Customers are aware before making a purchase.
In the following sections, we will address compliance with laws relevant to our return policy and provide essential contact information for our Customers.
9. COMPLIANCE WITH LAWS
9.1 Adherence to Consumer Protection Laws
a. Dutch Consumer Law: Mosaique’s Return Policy is developed in strict adherence to the Dutch Consumer Law, ensuring that all practices related to returns, refunds, and exchanges comply with national regulations.
b. European Union Consumer Rights Directive: Additionally, this Policy aligns with the EU Consumer Rights Directive, particularly regarding the right of withdrawal, the return period, and the consumer’s rights in the event of receiving defective goods.
9.2 Data Protection and Privacy
a. General Data Protection Regulation (GDPR): In handling returns, refunds, and exchanges, Mosaique complies with the GDPR. All personal data collected during these processes is handled in accordance with our Privacy Policy, ensuring the protection of the Customer’s privacy and data.
b. Consent and Information: Customers’ consent for the processing of personal data is obtained where necessary, and Customers are informed about the use of their data in relation to the return process.
9.3 Record Keeping
a. Documentation: In compliance with Dutch business laws, Mosaique maintains accurate and detailed records of all returns, refunds, and exchanges.
b. Audit and Inspection: These records are kept for a period as mandated by law and are subject to audit and inspection by relevant regulatory authorities to ensure compliance.
9.4 Consumer Education
a. Policy Accessibility: Mosaique ensures that this Return Policy is easily accessible and understandable to Customers, thereby promoting awareness of their rights and obligations under Dutch and EU consumer protection laws.
b. Updates on Legal Changes: Mosaique commits to regularly reviewing and updating this Policy to reflect any changes in the applicable laws and regulations.
10. CONTACT INFORMATION
10.1 Customer Support
a. Inquiries and Assistance: For any inquiries or assistance regarding returns, refunds, exchanges, or any aspect of this Policy, Customers can contact Mosaique’s customer support team at support@itsmosaique.nl.
b. Response Time: Our customer support team endeavors to respond to customer inquiries as promptly as possible, with the aim of providing a response within a standard timeframe.
10.2 Formal Communications
a. Legal Notices and Formal Requests: Formal communications, legal notices, or requests concerning the Return Policy should be directed to Mosaique’s legal department at the following address: Saturnusweg 52,Eindhoven, or via email at support@itsmosaique.nl.
b. Handling of Legal Communications: All formal communications will be handled in accordance with the legal standards and response times as stipulated by Dutch law.
10.3 Feedback and Suggestions
a. Improving Our Service: Mosaique values Customer feedback and suggestions regarding our Return Policy and overall service experience. Customers are encouraged to provide feedback via our customer support email or through the contact form available on our Website.
b. Consideration of Customer Feedback: All feedback is taken seriously and considered in the ongoing process of improving our policies and customer service practices.
In the next section, we will discuss the provisions for changes to this Return Policy, ensuring our Customers are kept informed of any updates or modifications.
11. CHANGES TO THE RETURN POLICY
11.1 Policy Amendments
a. Right to Amend: Mosaique reserves the right to amend this Return Policy at any time. Such amendments may be necessary to reflect changes in the legal landscape, market conditions, or business strategies.
b. Notification of Changes: Any changes or modifications to this Policy will be communicated to Customers through the Website. Mosaique will endeavor to notify Customers of significant changes through additional means such as email, particularly where these changes substantially affect the Customers’ rights or obligations.
11.2 Effective Date of Changes
a. Immediate Effect: Changes to the Return Policy are effective immediately upon their posting on the Website, unless a specific effective date is mentioned in the amendment.
b. Binding Nature of Changes: Once effective, the amended Policy becomes binding on all purchases made after the date of change. Purchases made prior to the date of the change will be governed by the Policy in effect at the time of purchase.
11.3 Record of Policy Changes
a. Archiving Changes: Mosaique maintains a historical record of changes to this Return Policy, ensuring transparency and accountability in its policy management.
b. Access to Previous Versions: Upon request, Customers can obtain access to previous versions of the Return Policy for their reference and understanding of any changes made.
11.4 Customer Acknowledgement
a. Acceptance of Terms: By continuing to use the Website and making purchases, Customers acknowledge and agree to be bound by the amended terms of the Return Policy.
b. Responsibility to Review: Customers are responsible for regularly reviewing the Return Policy to stay informed of their rights and obligations. Ignorance of the Policy terms, including any amendments, does not exempt Customers from compliance.
11.5 Legal Compliance and Continuity
a. Alignment with Applicable Laws: All amendments to the Return Policy will be made in compliance with Dutch law and the applicable EU regulations, ensuring continuous legal validity and enforceability of the terms.
b. Severability of Provisions: In the event any provision of the amended Policy is found to be legally invalid or unenforceable, such invalidity or unenforceability will not affect the remainder of the Policy, which will remain in full force and effect.