Refund and Returns
Our Commitment
In the YACHTNEEDS marketplace, we connect buyers and sellers in a unique platform, allowing you to purchase whatever you need in only a few clicks. We do our best to verify and moderate product uploads and endeavour to work only with reputable and trusted sellers. We also value providing support should you experience a problem with your order, or change your mind about a product. However, products, prices, descriptions and images are uploaded by individual sellers without warranty from YACHTNEEDS or a guarantee of the products’ accuracy or authenticity. Our commitment is to provide our customers with great customer service to make your shopping experience as enjoyable as possible.
To protect you as the buyer, we have created the YACHTNEEDS Full Satisfaction Guarantee, entitling you to a reimbursement under specific scenarios and conditions. This Full Satisfaction Guarantee is summarised below. The full details can be found in the dedicated article 10 – Full Satisfaction Guarantee within our Terms of Service.
YACHTNEEDS Full Satisfaction Guarantee Escalation Process
Applicable in case of:
- Order Not Received: The order hasn’t been delivered.
Escalation timeframe: As soon as possible, within 10 days of payment.
- Product Missing: The order is delivered with some products missing.
Escalation timeframe: As soon as possible, within 14 days of delivery.
- Product Not as Described, Defective or Damaged: The received product significantly does not correspond to the ordered one, or is defective or damaged.
Escalation timeframe: As soon as possible, within 14 days of delivery.
- 14 Days Return: The received product corresponds with the ordered one, but you have changed your mind and wish to return it (see Special Exceptions below).
Escalation timeframe: As soon as possible, within 14 days of delivery.
Escalation process:
Step 1: Open a dispute with the seller through YACHTNEEDS Customer Support:
Report the issue to YACHTNEEDS Customer Support by clicking the Open a Dispute button at step 5 (recommended) or, by phone, Live Chat, email ([email protected]) within 10 days of the payment date in case of Order Not Received dispute or 14 days from the date of delivery for the remaining dispute reasons. YACHTNEEDS will escalate your feedback to the seller, who is required to propose a solution according to his/her Terms and Conditions.
If no satisfactory solution is found or a response is not received within 3 business days, both parties can ask YACHTNEEDS to step in (step 2) for a final decision. In case of no response, the case might be closed in favour of the counterparty.
Step 2: Escalate the claim to YACHTNEEDS:
YACHTNEEDS will review the claim and make a final decision according to YACHTNEEDS Full Satisfaction Guarantee terms.
Step 3: Respond to YACHTNEEDS' requests for documentation or information:
Provide YACHTNEEDS with any required information in support of your claim (i.e., proof of shipment, photos, receipts, third party evaluations) according to the indicated timeframes and requirements indicated.
Step 4: Comply with YACHTNEEDS's shipping requests in a timely manner:
Depending on the reason for your claim, YACHTNEEDS may ask you to return the product at your expense and provide proof of delivery. The returned product must be in the same condition, include all accessories and re-packaged securely.
Step 5: YACHTNEEDS final decision:
After having reviewed all evidence and communication, YACHTNEEDS will make the final decision.
Should YACHTNEEDS agree to issue a full or partial refund, this will be refunded to the same method as your original payment. Depending on the reason for the claim, restocking and shipping fees may apply.
Special Exceptions
While YACHTNEEDS endeavours to resolve any issue related to an order, there are some product categories subject to specific conditions. Products in these categories may not be eligible for a refund under the seller refund policy or YACHTNEEDS’ Full Satisfaction Guarantee. Ensure you check these prior to placing an order. The full details can be found in the dedicated article 10.4. Exceptional categories with special conditions within our Terms of Service.
Depending on the reason for your escalation, various conditions apply:
- Eligible for YACHTNEEDS Full Satisfaction Guarantee: If there is no mutual agreement between the buyer and seller, the dispute can be escalated into a claim for YACHTNEEDS to determine a solution, in its sole discretion and according to the Full Satisfaction Guarantee Resolution Process.
- Only eligible for Seller Terms and Conditions: Only the seller refund policy is applied. If there is no mutual agreement between the buyer and seller, the dispute cannot be escalated into a claim. The order is not eligible for a review under YACHTNEEDS’ Full Satisfaction Guarantee.
- Not eligible: Neither the seller nor YACHTNEEDS will provide a solution in case of problems with the order.
ORDER COLLECTED FROM THE SELLER STORE OR DELIVERED BY/ON BEHALF OF THE SELLER
- Order Not Received claim: Not eligible.
- Product Missing claim: Not eligible.
- Product Not as Described, Defective or Damaged claim: Not eligible.
- 14 Days Return claim: Eligible for YACHTNEEDS Full Satisfaction Guarantee
When collecting the order from the seller store or upon delivery of the order by the seller or on behalf of the seller, you will be asked by the seller to sign a ‘Order Release Form’. By signing this document, you declare that the product corresponds to the order, that it is in good condition and with no defects. By doing so, you release all responsibilities from the seller and YACHTNEEDS.
It is important that you sign the ‘Order Release Form’ only if you are satisfied with the product and you promptly contact YACHTNEEDS Customer Support should you need any help +33 (0) 640 62 81 83.
Full details can be found in the dedicated section10.4.1. Order collected from the Seller Pick Up in Store or delivered by/on behalf of the Seller within our Terms of Service.
WINE AND SPIRITS
Due to their origin, claims related to wines and spirits follow specific conditions, as follows:
- Order Not Received claim: Eligible for YACHTNEEDS’ Full Satisfaction Guarantee
- Product Missing claim: Eligible for YACHTNEEDS’ Full Satisfaction Guarantee
- Product Not as Described, Defective or Damaged claim: Only eligible for Seller Terms and Conditions
- 14 Days Return claim: Eligible for YACHTNEEDS’ Full Satisfaction Guarantee, with Special Conditions*
The full details can be found in the dedicated section 10.4.2. Wine and Spirits within our Terms of Service.
HANDMADE AND CUSTOMISABLE PRODUCTS
- Order Not Received claim: Eligible for YACHTNEEDS’ Full Satisfaction Guarantee
- Product Missing claim: Eligible for YACHTNEEDS’ Full Satisfaction Guarantee
- Product Not as Described, Defective or Damaged claim: Only eligible for Seller Terms and Conditions
- 14 Days Return claim: Eligible for YACHTNEEDS’ Full Satisfaction Guarantee with Special Conditions*
The full details can be found in the dedicated section 10.4.3. Handmade and Customisable Products within our Terms of Service.
ELECTRICAL PARTS AND TOOLS
- Order Not Received claim: Eligible for YACHTNEEDS’ Full Satisfaction Guarantee
- Product Missing claim: Eligible for YACHTNEEDS’ Full Satisfaction Guarantee
- Product Not as Described, Defective or Damaged claim: Only eligible for Seller Terms and Conditions on a case by case basis
- 14 Days Return claim: Only eligible for Seller Terms and Conditions on a case by case basis
The full details can be found in the dedicated section 10.4.4. Electrical Parts and Tools within our Terms of Service.
HAZARDOUS MATERIALS
- Order Not Received claim: Eligible for YACHTNEEDS’ Full Satisfaction Guarantee
- Product Missing claim: Eligible for YACHTNEEDS’ Full Satisfaction Guarantee
- Product Not as Described, Defective or Damaged claim: Only eligible for Seller Terms and Conditions
- 14 Days Return claim: Only eligible for Seller Terms and Conditions
The full details can be found in the dedicated section 9.4.5. Hazardous Materials within our Terms of Service.
SPECIALISED ORDERS (ordered by the seller from a 3rd party)
- Please note that orders facilitated by our sellers through a third-party source cannot be refunded.
- Orders that are refurbished specifcally for buyers are not refundable.
- Order Not Received claim: Only eligible for Seller Terms and Conditions
- Product Missing claim: Only eligible for Seller Terms and Conditions
- Product Not as Described, Defective or Damaged claim: Only eligible for Seller Terms and Conditions
- 14 Days Return claim: Only eligible for Seller Terms and Conditions
The full details can be found in the dedicated section 10.4.8. Specialised Orders (ordered by the Seller from a 3rd party) within our Terms of Service.
YACHTNEEDS is not responsible for the seller’s Terms and Conditions, including their refund and return policy.
For any claim, you must provide YACHTNEEDS and the seller with any required information in support of your statement (i.e., proof of shipment, photos, receipts, third party evaluations) according to the timeframes and requirements indicated.
CUSTOMS CLEARANCE
YACHTNEEDS assumes no liability for customs delays or issues that may arise during the clearance process. As customs procedures vary between jurisdictions and are subject to numerous external factors beyond our control, we cannot guarantee timely delivery or intervene in customs-related matters. Therefore, it is imperative for customers to recognize that we do not accept refunds for orders delayed or affected by customs clearance issues.
Your commitment - Some tips to protect yourself
- If you have a question about a product or its price, please contact our Customer Support team ([email protected]) prior to placing any order. We can coordinate with the seller and get the necessary information for you.
- If you have doubts about the marketplace or our policies, please contact our Customer Support team ([email protected]) for clarification before placing any order.
- Carefully read the Terms of Service as a few products may have different policies or requirements associated with their return or refund policy.
- Make sure that your personal information is accurate when placing an order as this will ensure a smooth transaction and fast delivery!
- Please check the condition of the goods upon arrival as it is your responsibility to report any issue to YACHTNEEDS in a timely manner.
- We value your feedback! If you have any suggestions, please inform YACHTNEEDS’ Customer Support.
Enjoy the shopping!
