LV in Australia

[vinbenphon1]

I purchased a bag and wallet I wasn't happy with from the online store. I was offered the choice of a store credit or refund. I chose the refund.

You receive a returns slip with each order that says you have 30 days to exchange or refund if the item does not turn out to be right for you.

It must be in original unused condition with all boxes and tags supplied.

It's Australian Consumer Law that all companies have a return policy if a purchaser needs to return because it wasn't the right item or faulty etc.

All the luxury shops if you buy in store in Australia will NOT refund unless the item is faulty - they only give store credits.
I have no idea how they get away with that but they seem too.
Other stores in Australia have to have a return policy.
There must be a loophole.
That is why we have to be so certain before buying from any boutique in Australia.

Basically it is the discretion of the company whether the accept returns. There is no right under Australian consumer law for businesses to accept returns for merchandise simply because the consumer "Changed their mind". Protections are for faulty products or misleading and deceptive conduct.

As Luv iz Louis said, must be certain before buying as you only get store credit or exchange.
Hopefully you can exchange for something that you like. Good luck.

Store credit can be used for multiple items but I'm not sure the expiry on that.

 

[Luv iz Louis]

I don't know how. It's the law that they have to accept returns. It doesn't matter what their store policy is, in Australia they must obey Australian Consumer Law. If they don't, a quick mention of reporting them to the Dept Of Fair Trading quickly reminds them that they must give a refund if the item is not right or fit for the consumer. LV has a return policy that is clearly written and given to customers when a purchase is made. They DO give refunds, I know for sure because they gave me a refund of a large purchase.

Not quite right - refunds only for faulty items - not change of mind or because you decide it is not right for you. And it has to be deemed faulty in their eyes, not yours - if they consider it just an imperfection, they are within their rights to give only a store credit. so yes, they do have to accept returns by law - but if they offer you are refund or credit is at their discretion.

I brought a Gucci bag and it had a nasty blemish in the leather that was only noticeable once in the daylight but they said because it is a natural product this can occur, they did an exchange but would not refund as it is not "faulty" in their opinion.

If buying on-line it is different they do have to offer a refund as you have not been able to inspect the item in person.

I have brought from all the premier stores (LV, Chanel and such) and all are the same and clearly say to you "no refund unless faulty".

I am always falling off my chair when I read how customers in US can take their goods back all the time for the refunds - but here it is not the case unless a fault. But even if faulty, they offer to get a replacement and if they cannot then they will refund you. It is tough buying luxury items in Australia because they do all they can not to refund you in the Luxury stores.

 

[Loveluxury13]

Basically it is the discretion of the company whether the accept returns. There is no right under Australian consumer law for businesses to accept returns for merchandise simply because the consumer "Changed their mind". Protections are for faulty products or misleading and deceptive conduct.



As Luv iz Louis said, must be certain before buying as you only get store credit or exchange.

Hopefully you can exchange for something that you like. Good luck.

I disagree. As I said, if the item is not right, as in not the right colour, shape, size, difficult to use or does not perform the task it was intended to do or faulty they must exchange or refund.

I didn't say anything about "Change of mind"

I'm quoting the Australian Louis Vuitton's return document here:

Louis Vuitton is happy to exchange or return any item which does not entirely satisfy you within 30 days of delivery, in line with out terms and conditions.

It also asks the reason for return eg:

Colour of product not what you expected

Size of product not what you expected

Delivery was late

Or other

You are able to return or exchange any item that is purchased from Louis Vuitton online.

 

[Loveluxury13]

Not quite right - refunds only for faulty items - not change of mind or because you decide it is not right for you. And it has to be deemed faulty in their eyes, not yours - if they consider it just an imperfection, they are within their rights to give only a store credit. so yes, they do have to accept returns by law - but if they offer you are refund or credit is at their discretion.

I brought a Gucci bag and it had a nasty blemish in the leather that was only noticeable once in the daylight but they said because it is a natural product this can occur, they did an exchange but would not refund as it is not "faulty" in their opinion.

If buying on-line it is different they do have to offer a refund as you have not been able to inspect the item in person.

I have brought from all the premier stores (LV, Chanel and such) and all are the same and clearly say to you "no refund unless faulty".

I am always falling off my chair when I read how customers in US can take their goods back all the time for the refunds - but here it is not the case unless a fault. But even if faulty, they offer to get a replacement and if they cannot then they will refund you.

You should have called the Dept Of Fair Trading. I have never been denied a return anywhere because I always quote consumer law to them. I have also taken businesses to Fair Trading and have been awarded a refund.

 

[Luv iz Louis]

I disagree. As I said, if the item is not right, as in not the right colour, shape, size, difficult to use or does not perform the task it was intended to do or faulty they must exchange or refund.

I didn't say anything about "Change of mind"

I'm quoting the Australian Louis Vuitton's return document here:

Louis Vuitton is happy to exchange or return any item which does not entirely satisfy you within 30 days of delivery, in line with out terms and conditions.

It also asks the reason for return eg:

Colour of product not what you expected

Size of product not what you expected

Delivery was late

Or other

You are able to return or exchange any item that is purchased from Louis Vuitton online.

Are you quoting the on-line purchase on that LV return documentation? Then because you have brought without seeing the physical item that would be understandable.

The instore purchases are different no returns unless faulty.

You even see in many non-luxury stores "refunds are not accepted for change of mind" but exchanges are always accepted.

 

[Luv iz Louis]

You should have called the Dept Of Fair Trading. I have never been denied a return anywhere because I always quote consumer law to them. I have also taken businesses to Fair Trading and have been awarded a refund.

No I did not call because Gucci deemed that the product was not faulty because of the blemish in the leather as the leather is natural product made from animal it can have blemishes. But they happily ordered in a replacement and did an exchange.

Even the ACCC would not have demanded they refund the item as they did offer a replacement and to rectify it in that way.

I think there was a story on Sunrise just after Xmas and the ACCC did say that companies do not have to offer refunds (the story was on how people try to take back Xmas presents) but they can offer exchanges or credit notes if the item is not truly faulty.

 

[Luv iz Louis]

Basically it is the discretion of the company whether the accept returns. There is no right under Australian consumer law for businesses to accept returns for merchandise simply because the consumer "Changed their mind". Protections are for faulty products or misleading and deceptive conduct.

As Luv iz Louis said, must be certain before buying as you only get store credit or exchange.
Hopefully you can exchange for something that you like. Good luck.

Store credit can be used for multiple items but I'm not sure the expiry on that.

This is all 100% correct.
Each boutique will offer the refund for a period of time - I think Chanel are 6 months & yes you can use it for multiple items up to the value of the credit note.

 

[vinbenphon1]

You should have called the Dept Of Fair Trading. I have never been denied a return anywhere because I always quote consumer law to them. I have also taken businesses to Fair Trading and have been awarded a refund.

What type of products are you referring to though? It may be difficult to argue that a handbag, which is essentially designed to carry personal items, doesn't to that task. And lv might be more aware of their rights under consumer law than the customer. But, they may not want the hassle so it might be worth a try

 

[Luv iz Louis]

What type of products are you referring to though? It may be difficult to argue that a handbag, which is essentially designed to carry personal items, doesn't to that task. And lv might be more aware of their rights under consumer law than the customer. But, they may not want the hassle so it might be worth a try

Exactly, and lets be honest here - many of the returns you see on TPF in US are for change of mind or buyers remorse?

LV and the other stores are definately no refund in Australia unless there is a fault and the item can not be replaced. I have even read how they can even just offer to repair instead. The ACCC will only step in if there is no other solution.

What I do think is unfair though is having read how some ladies have waited for the new bag to come in to replace a faulty one and there has been a price increase whilst waiting (eg for Chanel that can take weeks to get a bag in) and they have to pay the difference. Now THAT is unfair.

 

[Loveluxury13]

Are you quoting the on-line purchase on that LV return documentation? Then because you have brought without seeing the physical item that would be understandable.

The instore purchases are different no returns unless faulty.

You even see in many non-luxury stores "refunds are not accepted for change of mind" but exchanges are always accepted.

Yes, as I said "online purchases" 😃

 

[Loveluxury13]

What type of products are you referring to though? It may be difficult to argue that a handbag, which is essentially designed to carry personal items, doesn't to that task. And lv might be more aware of their rights under consumer law than the customer. But, they may not want the hassle so it might be worth a try

I exchanged a bag because I said it was too heavy for my wrist as I have severe arthritis. They were happy to exchange 😃 I think overall LV (and that's who we are talking about here) are very accommodating in returning and exchanging items.

I was only stressing the point of Fair Trading because I get annoyed when companies lie to people and the people don't know their rights. 🌸

 

[Luv iz Louis]

Yes, as I said "online purchases" ��

the OPS question was regarding refund due to purchasing in store - as she brought from a Melbourne boutique (not on-line).

But yes, refund is available for on-line purchases.

 

[Vespa_girl]

What are the chances that these luxury retailers are trying to prevent people using the items for a while and then trying to take them back for a full refund depite them no longer being in new unused condition...?

Just wondering if this is perhaps a concern of the retailers.

 

[Loveluxury13]

the OPS question was regarding refund due to purchasing in store - as she brought from a Melbourne boutique (not on-line).

But yes, refund is available for on-line purchases.

Yup 😃 But, I still don't understand why no refund is given for in-store purchases. I do take it back the very next day mostly to avoid dramas if I'm returning something. I used to live in Sydney and I always got refunds from stores if I returned something. I'm quite persistent (as you can see) and would not take no for an answer

Especially with clothing. I hate trying it on in the store so I just buy it and try it on at home. If it's no good I will return it the next day 💖

I do understand their frustration though. Some people seem to buy items and bags on a whim and want to exchange or refund them a lot. I'm sure that wouldn't be tolerated by SA's for very long.

 

[Luv iz Louis]

Yup 😃 But, I still don't understand why no refund is given for in-store purchases. I do take it back the very next day mostly to avoid dramas if I'm returning something. I used to live in Sydney and I always got refunds from stores if I returned something. I'm quite persistent (as you can see) and would not take no for an answer

Especially with clothing. I hate trying it on in the store so I just buy it and try it on at home. If it's no good I will return it the next day 💖

I do understand their frustration though. Some people seem to buy items and bags on a whim and want to exchange or refund them a lot. I'm sure that wouldn't be tolerated by SA's for very long.

It is only the Luxury Boutiques that seem to not let you refund. All other stores such as Target, Myer, DJs and such always let you return for refund. My comments were only based on the luxury stores only.

Tiffany let you refund too up to 30 days and so does Ferragamo -
but LV, Prada, Gucci, Dior & Chanel don't seem too (unless faulty)

I think for some reason there is a loop hole and I often wonder if it is due to them being Luxury (same as the sales tax is different).

But having said that most all stores will not let you return earring, swimmers or underwear for hygiene reason.