REFUND & EXCHANGE POLICY:

New and unused products, in pristine condition, accompanied by original receipt and tax free form (if any and if the tax has not been refunded), can be returned for exchange or store credit or refund within 30 days from the date of purchase, in the conditions set out below. 

Personalized products, high jewelry and high watches, swimwear, products from batches (“kits”) returned independently of the complete batch (“kit”), earphones and earrings cannot be returned. Fragrances must be returned in sealed packaging (and only in the country where it was purchased) and exotic products with original CITES certificate. In addition, refunds are not available for (i) store credits ; (ii) gift certificates ; (iii) products purchased with store credits ; and (iv) products purchased with gift certificates.

Watches and jewelry can be returned only after expert verification by Louis Vuitton, in stores carrying the relevant product offer and only if accompanied with original receipt, packaging, warranty and product certificates.

With the exclusion of any airport worldwide, returns will be accepted (i) for exchange or store credit in any Louis Vuitton store in South Africa and abroad with the exception of Brazil, China, Colombia, India, Jordan, Kazakhstan, Lebanon, Mexico, the Dominican Republic, Russia, Taiwan, Thailand, Turkey, Ukraine, Vietnam and only under specific conditions in Korea where specific regulations apply or (ii) for refund, exclusively in any Louis Vuitton store located in South Africa, in the original method of payment to the original client. For international exchange and store credits, in case the price of the product and/or currency in the country in which the product is returned differs from its price and/or currency in the country where it was purchased, the exchange or store credit will be exclusively based on the price and currency in the country where the product is returned.

Where products are exchanged, if the new sale is for a higher price, the price difference must be paid by you before the replacement product is provided. If the new sale is for a lower price, Louis Vuitton will, at its discretion, either (i) issue a store credit to you for the difference (but not for delivery charges, if any); or (ii) refund you for the difference (but not for delivery charges, if any) by the method you used for payment.

This return policy is in addition to your legal rights for lack of conformity of products and may be subject to other conditions or limitations in other countries.

WARRANTY FOR DEFECTIVE PRODUCTS:

You benefit from a 2-year legal warranty (as further detailed and in the limits set out hereafter) from the date of purchase of the product, in the event of a pre-existing defect of a product consisting in non-compliance of the product sold with the sale contract, unless you were aware of the defect when the contract was being concluded and chose to proceed with the purchase anyway.

In such case, the defective product will be either replaced for one free from defects or that the defects be removed, after advice from the Store Management.  If the product is returned within 6 months of purchase to the store where it was purchased, you can choose to receive a refund of the purchase price instead. 

Louis Vuitton will only be liable under warranty for the defects that existed at the time the risk passed to you. For the sake of clarity, the legal warranty does not cover notably (i) damage resulting from accidents, handling or improper or abusive use (notably considering its destination) of the product purchased (including shocks, strokes, crushes, abrasions, etc.); (ii) damage resulting from alterations due, in particular, to direct and prolonged exposure to sunlight and / or high temperatures; (iii) damage resulting from an unauthorized modification or repair not performed by Louis Vuitton; (iv) the consequences of normal wear and tear; and/or (v) loss or theft of the purchased product.

It is specified that regardless of the legal warranty mentioned above, you can benefit from commercial warranties which can be, from time to time, offered by Louis Vuitton for certain products.

ORDER ACCEPTANCE AND DELIVERY:

Please note that our acceptance of your order will take place when we confirm to you that we are able to provide you with the product(s).

Please note that we only accept orders from customers aged 18 and over and that products may vary slightly from their pictures shown to you from catalogues or digital media

- In case of order with pick-up in store: 

You expressly consent to the full or partial payment in advance of the product.  The risk of damage passes to you upon delivery of the product, and the ownership of the product passes to you upon the latest of collection or full payment of the product.

 You expressly accept that the delivery of the product that you have ordered is subject to its availability in our stocks. We reserve a right to withdraw from the contract, if the product is not available. Should the product not be available, we will inform you no later than 30 days from the date of your order and you will be entitled to the reimbursement of any amount paid to us. Louis Vuitton does not accept any liability in relation to such cancellation.

Should the product be available, the product will be ready for pick-up in store within a maximum period of 30 days following the date of the order, and we will inform you when the product will be ready for collection from the specified store. Longer periods may apply for some kind of products (such as personalized products, exotic leathers, exclusive and fashion collection, etc.) and/or in case of delay caused by an event outside Louis Vuitton’s control.

We will send you a notice to tell you that the product is available for collection. You (and not someone on your behalf) must collect the product within 14 days from the date of the pick-up notice. After the expiry of this term, we cannot guarantee the availability of the product and we reserve the right to withdraw from the sale. If the product is no longer available, you have the right to the full reimbursement of the amount paid to us. 

- In case of order with home delivery: 

Please note that Louis Vuitton does not deliver to addresses outside South Africa, nor to P.O. box or business premises. 

You expressly consent to the full payment in advance of the product, while ownership of the product and the risk of damage to the products passes to you upon delivery of the product. You expressly accept that the delivery of the product that you have ordered is subject to its availability in our stocks. We reserve a right to withdraw from the contract, if the product is not available. Should the product not be available, we will inform you no later than 30 days from the date of your order and you will be entitled to the reimbursement of any amount paid to us. Louis Vuitton does not accept any liability in relation to such cancellation.

Should the product be available, the product will be delivered at the address you have indicated in the order form (the “Address”) within a maximum period of 30 days from the date of the order. Longer periods may apply for some kind of products (such as personalized products, exotic leathers, exclusive and fashion collection, etc.) and/or in case of delay caused by an event outside Louis Vuitton’s control.

If, at the time of delivery, the package is damaged, the package has to be opened in the presence of the carrier in order to verify the condition of the product and note the details of damage, if any, on the delivery note; finally, please contact our sales staff to let them know of any damage to the product as soon as possible. 

After 3 unsuccessful attempts to deliver the product at the Address, the product will be returned to Louis Vuitton and Louis Vuitton will have a right to withdraw from the sale, and you will have only the right to the reimbursement of any amount paid to us.

In both cases, the reimbursement will be carried out exclusively at the Louis Vuitton store where you have ordered your product, in your presence, within a 3-year period starting from the date of the notice concerning the non-availability of the product or from the expiry of the pick-up term or from the last unsuccessful delivery attempt. Refund will be made in the original method of payment.

SALES LIMITATION POLICY – PROHIBITED BEHAVIORS AND CASH PAYMENTS:

Louis Vuitton retains discretion to determine whether to sell products to customers.  There are certain behaviours, such as criminal conduct and non-compliance with these terms and conditions that may result in Louis Vuitton banning you from store(s) or refusing to sell products to you for a period of time.  You will have no claim against Louis Vuitton in these circumstances. 

The products are sold exclusively to individuals (consumers) for personal use or as a gift. Any professional activity and in particular any resellers or intermediaries acting in the name and on behalf of resellers is forbidden.

To ensure better service and better availability of our products, Louis Vuitton limits the quantity of products that can be purchased as follows:

- Per day: no more than 3 leather goods (including small leather goods), 3 accessories, 3 perfumes and/or 3 pairs of shoes.

- Within 4 consecutive weeks a client cannot: (i) purchase more than 6 Leather Goods (including Small Leather Goods), 6 Accessories, 6 Perfumes, 6 Pairs of Shoes or 6 pieces per type of Ready to Wear; (ii) purchase more than 2 of the same identical products; and/or (iii) conduct more than 8 transactions of all kinds of products.

- Within 12 consecutive months: no more than 12 leather goods (including small leather goods), 12 accessories, 12 perfumes, 20 pairs of shoes or 20 articles of ready to wear.

If you do not comply with the above limitations, we retain discretion to refuse any order or transaction with you for an appropriate period which may be 2 years from your last purchase. 

No inappropriate, aggressive or violent behavior will be tolerated in Louis Vuitton stores. Behaviour towards Louis Vuitton or its staff that may constitute harassment, theft, fraud, or an intentional misrepresentation is forbidden.  Any such conduct may result in a temporary or permanent ban from the purchase of Louis Vuitton products.

To ensure the observance of these restrictions, Louis Vuitton Malletier, 2, rue du Pont-Neuf - 75001 Paris, France and Louis Vuitton South Africa may process your purchase history; social media activity and cctv footage that may include your image. In the conditions set forth by the law, you have a right to access, rectify and delete your personal data, a right to restrict or object to their processing, by contacting personaldata@louisvuitton.com. For more information, please read our privacy policy in store or on louisvuitton.com.

MEANS OF PAYMENT:

By entering into a transaction with Louis Vuitton, you represent that you have been, are and will remain in compliance with applicable national and international laws and regulations designed to fight against bribery, money laundering and terrorist financing or any other dishonesty.

Louis Vuitton informs you that that: 

(i) Payments by checks, corporate card, business card, anonymous credit or debit card, by Bitcoin or any other types of cryptocurrency are not accepted ;

(ii) For payments by nominative credit or debit card or mobile payment solution (e.g Apple Pay), Louis Vuitton may first request an original identity document from the cardholder or the user of the mobile payment solution to confirm their identity

(iii) Moreover, for payment over € 750 and/or international cards the signature of the receipt (or credit/debit card receipt) may be requested by Louis Vuitton and Louis Vuitton may require the production of an original identity for comparison of the elements of identity mentioned on the original identity document and those mentioned on the payment method; 

(iv) payments by bank transfer are accepted, provided that the bank account is opened in the name of the client. Louis Vuitton will request from the holder of the account the production of an original identity document. The delivery of the product purchased will only occur upon effective receipt of the transfer in Louis Vuitton’s account; and

(v) cash payments will only be accepted (i) up to ZAR 49,999 per transaction for transactions involving a product with a selling value of ZAR 100,000 or more; and (ii) subject to adequate capacity at the store for security reasons. 

Identity document means an original passport or national identity card. We regret that photographs on electronic devices or photocopies of identity documents are not accepted.

Identity documents are also required for the processing of tax refunds (passport only) and as the case may be, along with a proof of residency, to allow Louis Vuitton to fulfil its obligations in accordance with the applicable laws (notably anti-money laundering regulations).

To purchase a product with a selling value of ZAR 100,000 or more, the client shall provide an identity document and Louis Vuitton shall make a copy to comply with FICA regulation. 

MEDIATION: 

Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you can contact the Consumer Goods and Services Ombud (CGSO) at 0860 000 272 or you may email the CGSO at info@cgso.org.za after which you may bring the matter before the National Consumer Commission.

For more details, contact our sales staff.