I hadn't bought anything from Yoox for a bit over a year. Back then, their Canadian prices included taxes and customs -- you paid the price of the item and shipping, but nothing else, and no further fees were ever an issue. And when you returned things, Yoox reimbursed the entire price, so all you were out was the cost of shipping (and the minor restocking fee -- $5).
They've now changed the system. The prices displayed do NOT include tax and customs anymore. Both are quoted before you pay, however (and are therefore presumably collected by Yoox or their agents). And there's still no risk of additional fees on delivery.
But here's the catch (and unless you go through the fine print, you'd never know). When you return items, Yoox still only reimburses the item's displayed price. They do not refund tax and customs fees.
I just discovered this the hard way: having returned two fairly large orders, I'm now out close to $400. I'll call Yoox tomorrow to complain, but I suspect they'll refer me to their terms and conditions, where they do indeed share the following splendid news: "YOOX will refund to You the purchase price only (i.e. not any customs, import duties and GST tax, nor any original shipping costs nor any restocking fee)" -- a qualification, it may be worth noting, which they do not include in their Return Policy, but hide in the midst of a long paragraph of the General Terms and Conditions of Sale.
Has anyone run into this before? Any idea how Yoox can get away with such a policy? They collect those fees on behalf of the Canadian government -- does that mean they will now forward my $400 to my government for purchases I did not in fact complete? How can that be legal? It's not like Harry Rosen would only refund me the price of a returned item but hang on to the HST -- so why can Yoox?
Given that Yoox's business model depends on customers trying items on at home safe in the knowledge that they can always easily return them at a low cost, how will they get away with this new approach? Since they don't post measurements and seem incapable of taking decent photos, why would anyone repeatedly gamble on the fit (and look!) of their merchandize if the possible loss has now skyrocketed from $25 to hundreds of dollars?
Any advice/similar stories, anyone?