LOUIS VUITTON - Footer LEGAL & PRIVACY

Terms and conditions for orders placed through Client Service Team India

For further information, please contact our Client Service team at 1800 103 9988.

India

Our General Terms and Conditions of Sale
1 Scope and Purpose
1.1 What these terms cover? These terms and conditions ("Terms") constitute a legally binding agreement that governs the sale of goods ("Product(s)") by Louis Vuitton India Retail Private Limited ("Seller", “us”, “our” or "we") when you place an order through our Client Service team via telephone ("Order"). By placing an Order with us, you explicitly and unequivocally acknowledge and affirm your understanding of, and unequivocally agree to be legally bound by, the entirety of these Terms. Further, placement of an Order constitutes your voluntary acceptance of these Terms, without any reservations or exceptions.

1.2 Why you should read them? Please carefully review these Terms prior to placing your order with us. These Terms outline the manner in which we will sell and deliver the Product(s) to you, the procedures for modifying or terminating the contract, the steps to follow in the event of any issues, and other significant information.

1.3 Applicable version of the terms. These terms and conditions are applicable to the orders placed by you through our Client Service Team via telephone. We reserve the right to amend these Terms in the future, at our sole discretion. Such amended terms will apply to any future orders you place. However, any such future amendments will have no impact on any orders placed by you or transactions already concluded between us.

1.4 Language. The language of the terms and conditions is English.

2 Information about us and how to contact us

2.1 Who are we? We are Louis Vuitton India Retail Private Limited. Our registered office is 901-A Ninth Floor, Time Tower, MG Road, Gurgaon, Haryana-122002, India.

2.2 How to contact us? For any inquiries or assistance, please reach out to our Client Services Team at 1800 103 9988 during the operating hours of Monday to Sunday from 10:00am to 7:00pm, including Public Holidays. Alternatively, you may contact us via email using india@contact.louisvuitton.com or by utilising the EMAIL US contact form available in the CLIENT SERVICES section on our website https://in.louisvuitton.com/ (“Website”). If you are contacting us from outside India, kindly dial +91 1800 103 9988.

2.3 How we will contact you. If we have to contact you, we will do so by calling or by writing to you at the email address or the postal address that you have provided to us in your Order.

3 Product Details

3.1 Information about our Product(s). Information about our product range is available through our client services, including product references, and can also be found in all Louis Vuitton stores and on our Website.

3.2 Personalised Product(s). In these terms, where we refer to “Personalised Product(s)” we mean any Product(s) made to your specifications or clearly personalised, for example, orders through our “My LV Heritage”, hot stamping service, or engraving service.

3.3 Product(s) may vary slightly from their pictures. The images of the Product(s) on our Website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the Product(s). Your product may vary slightly from those images, particularly because such deviation is insignificant and objectively justified.

4 Placing orders and our contract with you

4.1 Placing orders: Acceptance of your orders are subjected to availability. Orders can be placed as follows:
4.1.1 Via telephone: Orders may be placed in English, or any other languages acknowledged by our Client Service team by dialling 1800 103 9988, between Monday and Sunday from 10:00am to 7:00pm, including Public Holidays. If you are reaching out to us from outside India, kindly utilise the following contact number: +91 1800 103 9988.

4.2 We provide delivery services within the territorial boundaries of India. We will not be able to accommodate deliveries to addresses located outside the territorial jurisdiction of India.

4.3 Sale Limitation to Personal Use. It is important to note that our retail Product(s) are intended solely for personal use. We reserve the exclusive right to refuse acceptance of any orders that, at our sole discretion, appear to be inconsistent with personal use. This includes, but is not limited to, orders that we determine involve large quantities of any item to be delivered to the same purchaser and/or to the same postal address. Such decisions to refuse acceptance of orders shall be made at our sole discretion and will be binding.

4.4 Sales Limitation Policy
4.4.1 Enforcement of Restrictions and Data Processing: In order to ensure compliance
Louis Vuitton Malletier, located at 2 rue du Pont Neuf - 75001 Paris, France, processes your purchase history. In the event of non-compliance, our client advisors retain the right to decline any further transactions with you for a period of 2 years from the date of your last purchase.
4.4.2 To the extent provided under applicable legal provisions, you possess the right to access, rectify, and delete your personal data, as well as the right to restrict or object to the processing of your personal data. These rights can be exercised by contacting us at grievanceofficer.in@contact.louisvuitton.com. For comprehensive information regarding the handling of your personal data, we invite you to consult our privacy policy, which can be accessed either at our physical store locations or on our official Website.

4.5 Making sure your personalisation details are accurate. If we are personalising Product(s) in accordance with details you have given us, you are responsible for ensuring that the details provided are correct and not infringing any intellectual property rights of any third party.

4.6 Order placement. Upon placing an order with us, we may obtain the requisite information from you via telephone or email. It is important to note that all orders placed shall be considered offers made to us and shall remain valid for a period of 30 days.

4.7 Order acknowledgement. We will acknowledge receipt of your order by sending a confirmation email, but this confirmation email does not constitute acceptance of your order.

4.8 How we will accept your order? The acceptance of your order by us will be effective upon the communication of an email from us, confirming our acceptance and commencement of shipping the Product(s) to the designated delivery address. Upon such acceptance, a legally binding contract between you and us will be formed. Acceptance of your order is contingent upon the conditions set out hereunder being met. In the event of any discrepancies or conflicts, the terms communicated in the email confirmation shared by us will prevail and establish the terms of the contractual agreement between the parties to the extent that they differ from the terms hereunder.

4.9 If we cannot accept your order. In the event that we are unable to accept your order, we shall notify you in writing. This situation may arise due to various factors, including but not limited to: unavailability of the product due to depletion of stock or unforeseen constraints on our resources, inadvertent error in the pricing or description of the product, incapacity to meet a specified delivery deadline, or if the order is deemed by us to be fraudulent or in violation of the terms stipulated in this contract. In such instances, you will receive a written notification.

4.10 Your order number. Upon our acceptance of your order, we will allocate a unique order number, which will be communicated to you. You should retain and provide us with the order number whenever you correspond with us regarding your order. This order number serves as a reference point and facilitates effective communication, enabling us to efficiently address any inquiries or concerns related to your specific order.

5 Price and payment

5.1 Where to find the price for the product? The price of the product is denominated in Indian Rupees (INR) and includes all applicable taxes. Unless stated otherwise on our Website or communicated to you elsewhere, the delivery costs associated with the product shall be complimentary. We make reasonable efforts to ensure that the price communicated to you is accurate. However, please refer to Condition 5.3 to understand the actions taken if an error in the product price is discovered for the order you have placed.

5.2 We will not provide GST-refund services. We do not provide GST-refund service in any selling points including stores, online or customer services for orders placed by telephone.

5.3 What happens if we got the price wrong? It is always possible that, despite taking all reasonable care, some of the Product(s) we offer for sale may be priced incorrectly. If the Product’s correct price at your order date is higher than the price stated to you, we will contact you for your confirmation before we accept your order at the correct price. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sum(s) you have paid and require the return of any Product(s) provided to you.

5.4 How must you pay? We accept payments via credit/debit card (except RUPAY) issued by banks domiciled in India. We will place on our Website details of other payment methods as they become available from time to time. Other payment methods may also be subject to validation checks and authorisation by the payment system providers as well. If the issuer of your payment refuses to authorise payment to us, you will need to contact your card issuer directly to solve this issue. Payment must be made in India Rupee (INR). In case of a payment by bank transfer, we will send you Louis Vuitton’s bank details by email.

5.5 When must you pay? Payment must be made prior to the dispatch of the Product(s). Upon acceptance of your order, the corresponding amount will be deducted from your designated account. We will inform you by email once the Product(s) have been dispatched. In the event of order cancellation prior to the delivery of Product(s), a refund of the amount paid will be processed within a timeframe of 45 business days.

5.6 Failure to pay. If your payment cannot be processed for any reason (including, for example, stopped payment, refusal by the issuer of the card), we may cancel your orders and the contract with you will be deemed to have ended immediately. We will inform you of this in writing.

5.7 Security measures
5.7.1 In order to protect against unauthorized use of your credit, debit, or charge card, we may undertake validation of the information you provide during the order process, including your name, address, and other personal data, by cross-referencing it with relevant third-party databases. In the course of conducting these validation checks, your personal data may be disclosed to third parties for such purposes. Please be assured that this verification process is solely aimed at confirming your identity, and it does not involve any form of credit assessment that may impact your credit rating.
5.7.2 In the event that an order placed by you is determined by us to be fraudulent or in violation of these Terms, we reserve the right to immediately cancel the sale. If any funds have already been deducted from your account and delivery has not yet been completed, we will process a refund of the amount so deducted. The refunded amount shall be processed within a maximum period of 45 business days subsequent to notification of such cancellation.

6 Product Delivery

6.1 Delivery Costs (if any). Any applicable costs associated with the delivery of the Product(s) will be communicated to you during the telephone conversation preceding the placement of your order. Presently, we provide all delivery services as a complimentary service. We reserve the right to levy delivery charges in the future.

6.2 Provision of Product(s). The timeframe for providing the Product(s) depends on the specific type of product being purchased:
6.2.1 For Personalised Product(s): "My LV Heritage" Personalised Product(s) will be delivered within 8 weeks from the date payment is received in cleared funds;
6.2.2 For all Other Product(s): Throughout the ordering process, we will inform you of the anticipated timeline for providing the Product(s). In cases where specific deadlines are not indicated, we assure you that we will endeavour to have the Product(s) delivered to you within a maximum period of 30 business days from the confirmation of your order, subject to the full payment of the price, including applicable delivery costs (if any).

6.3 We are not responsible for delays outside our control. In the event that the delivery of Product(s) is subject to delay due to circumstances beyond our control and without any negligence on our part, we shall expeditiously notify you and undertake necessary measures to mitigate the impact of the delay. By taking such action, we are exempted from liability for delays caused by the aforementioned event. However, if there is a substantial risk of unreasonable delay beyond a period of 30 days, you have the right to contact us to terminate the contract and receive a refund for any Product(s) you have made payment for but have not yet received.

6.4 If you are not at home when the product is delivered. If no one is available at your address to take delivery, we will leave you a note asking you to contact our Client Service team in order to arrange an alternative delivery date.

6.5 If you do not re-arrange delivery. In the event that, following a failed delivery attempt, you do not initiate the process of rescheduling the delivery, we shall contact you to obtain further instructions. Despite our reasonable efforts to establish communication and facilitate the re-arrangement of delivery, if we are unable to reach you or if you fail to make the necessary arrangements for delivery, we reserve the right to terminate the contract in accordance with Condition 10.

6.6 Delivery of gifts. In the case of a gift:-
6.6.1 You may arrange for Product(s) to be delivered to a third party of your choice, provided always that the delivery address satisfies the requirements of Condition 4.2 above. In this case, we need to process the personal information of the third party you provided as if it were your personal information. You warrant that you have obtained consent from that third party for our data processing activities as detailed in our Privacy Policy, and hold us, our parent company and affiliated companies harmless of claims for the use of their personal information in accordance with these Terms.

6.7 Your Rights for Late Delivery of Product(s).
6.7.1 Late Delivery or Availability. In the event that we fail to deliver the Product(s) within the agreed timeframe or experience delays in making the Product(s) available for collection, you will have the option to cancel your order for the affected Product(s) or reject any delivered Product(s). If the Product(s) have already been delivered to you, you hereby grant us the necessary permission to collect them.
6.7.2 Exercise of Rights. To exercise your rights under this clause, you must provide us with a written notice specifying your decision to terminate the contract, cancel the order for the product, or reject the delivered Product(s). The notice should be sent in accordance with the provisions set forth in these Terms.
6.7.3 Refund. In the event of contract termination or order cancellation as a result of late delivery, we will refund any payments made by you for the affected Product(s), including applicable delivery charges (if any) in the event the Product(s) are not accepted by you. Upon acceptance of the product by you, it is acknowledged that the delivery charge (if any) incurred will not be eligible for refund.
6.7.4 Limitation of Liability. Our liability for late delivery or delayed availability of Product(s) shall be subject to the limitations and exclusions set forth in these Terms.

6.8 Damage. If, at the time of delivery or collection by you or a third party authorised by you, the packaging appears damaged, please open the package in the presence of the carrier in order to verify the condition of the Product(s). In the case of delivery, where there is damage to the Product(s), you should note the details on the delivery note and contact our Client Service team as set out in Condition 2.2. Nothing in this Condition affects your statutory warranty rights.

6.9 When you become responsible for the Product(s). The Product(s) will be your responsibility from the time we deliver them to the address you gave us or, you collect your Product(s) from one of our stores.

6.10 When you own Product(s)? You own the Product(s) on the later of the following:
6.10.1 The transfer of ownership of the Product(s) shall occur upon delivery of the Product(s) to you post completion of your payment obligations. Unless you notify to us to the contrary upon delivery of the Product, the Product(s) shall be deemed to have been accepted by you as being in good condition and in fulfilment of the contract of sale. This does not vitiate your right to return / exchange the Product(s) as set out in Clause 7.

7 Exchanging Product(s)

7.1 If you change your mind and would like to exchange the product you purchased we operate an exchange policy for our customers for Products excluding those for Personalised Product(s), subject to the conditions below.

The following product categories are excluded from the exchange policy:
- Personalised Product(s) and special orders;
- Exotic Product(s) without CITES documentation; and
- High Watch & Jewellery Product(s).

7.2 Within a period of 30 days from the date of purchase, you have the option to initiate an exchange of the respective items using either of the following methods, except in the case of perfume Product(s) where exchange is subject to the conditions specified in Section 7.2.2. It is essential that the Product(s) are returned in their original packaging, complete with all associated accessories, instruction booklets, labels, protective covers, and boxes, in pristine condition, along with the original invoice and the Return Voucher. In the instance of perfume Product(s) that are sealed, it is imperative that the seal on the covering the perfume box remains unbroken.
7.2.1 You may use our complimentary collection service as described in Condition 9.3.1, but please note that no new delivery can take place until we have received the returned Product(s) from you;
7.2.2 You may also exchange your Product(s) within our stores in India or abroad (but not in Brazil, China, Colombia, Jordan, Kazakhstan, Lebanon, Mexico, Mongolia, the Dominican Republic, Russia, Thailand, Turkey, Ukraine and Vietnam. Special regulations apply in Korea and Taiwan).Perfume Product(s) may be exchanged within our stores in India only.
7.2.3 Exchange and return of Product(s) that have not been purchased through the client service centre or stores in India will not be accepted by us. Only Product(s) acquired via the designated client service centre, or the Stores in India are eligible for exchange or return.

7.3 We will not accept Product(s) for exchange that are returned incomplete, damaged or soiled or without the original packaging, related accessories or instruction booklets, labels, protective covers and boxes or in the case of perfume Product(s) which have been sealed for health protection or hygiene purposes, where the seal covering the perfume box has been broken. You must take reasonable care of Product(s) if you wish to exchange them. For shoes in particular, we recommend that you try your Louis Vuitton shoes on a clean floor which will not alter the sole, such as a carpeted surface.

7.4 Upon receipt of the exchanged Product(s) at the designated store, the original contract shall be concluded. The payment made for the exchanged Product(s) will be applied towards the purchase of the new Product(s). In the event that the new sale is made at a higher price, you will be responsible for settling the price difference at the store at the time of purchase. We will not proceed with the provision of replacement Product(s) until full payment has been received from you. Alternatively, if the new sale is made at a lower price, we will reimburse you for the price difference (excluding delivery charges (if any)) through the same payment method utilised for the original transaction. The refund process will be initiated only after the exchange has been processed, and the refund will only encompass the price difference and not associated delivery charges (if any).

7.5 If Product(s) are exchanged using our collection and delivery service, the new sale will also be subject to these terms.

7.6 You may exchange Product(s) only once within 30 days from the date of purchase.

8 Your rights to end the contract

8.1 Ending your contract with us. You have the right to terminate the contract under the limited circumstances outlined below and depending on the nature of the purchased item, whether any defects or inaccuracies exist, the performance of our obligations, and the timing of your decision to terminate the contract.
8.1.1 If the purchased item is faulty or damaged, you may have a right to terminate the contract, seek product repair or replacement, request a service to be performed again, or obtain a partial or full refund, as specified in Condition 11;
8.1.2 If you intend to terminate the contract due to our conduct, refer to Condition 8.2;
8.1.3 If you have simply changed your mind about the product, refer to Condition 8.3.

8.2 If you are terminating the contract based on the circumstances outlined in Conditions 8.2.1 to 8.2.3 below, the contract will be terminated immediately. We will provide a full refund for any undelivered Product(s). The reasons for termination include where:
8.2.1 We have informed you about an error in the price or description of the product you have ordered, and you do not wish to proceed with the revised price;
8.2.2 There is a possibility that delivery of the Product(s) may be unreasonably delayed because of events outside our control;
8.2.3 We have committed a breach of our obligations, including delivery of the Product(s) beyond the stipulate time period.

8.3 Exercising your right to change your mind (return policy). Exercising your right to change your mind (return policy): Subject to Conditions 8.4 and 9.3.2 below, you have the right to withdraw from this contract, i.e., cancel the transaction and return the product within 30 days. The withdrawal period will expire after 30 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the Product(s).

8.4 Exceptions to the Right of Withdrawal. The right to change your mind and exercise withdrawal pursuant to Condition 8.3 does not apply in the following instances:
8.4.1 Personalised Product(s); and
8.4.2 Sealed Product(s) which are not suitable for return due to health protection or hygiene reasons and were unsealed by you, such as earrings and swimwear, or a perfume if the seal covering the perfume box has been broken.

9 How to end the contract with us (including if you have changed your mind)

9.1 Notification Requirement. In order to exercise your right of withdrawal and terminate the contract (i.e. cancel the transaction and return the product), you must provide us with an unequivocal statement expressing your decision to withdraw from this contract. This statement can be conveyed through various means, such as a letter sent by post, fax, or email. While the attached model cancellation form in the Schedule below is available for your convenience, its use is not mandatory, provided you explicitly set out your request to cancel the contract in your correspondence to us. To meet the withdrawal deadline, you must send your communication regarding your intention to exercise the right of withdrawal prior to the expiration of the withdrawal period. For any other potential contract termination scenarios, you may select one of the following options:
9.1.1 Phone, Email, or Online: Contact our Client Service team by phone or send an email using the EMAIL US contact form located in the Client Service section of our Website. Please provide us with your name, residential address, order details, and if available, your phone number and email address.
9.1.2 Postal Communication: Print out the provided form and send it to us by post at the address indicated on the form. Alternatively, you may simply write to us at the same address, including comprehensive details regarding your purchase, the order date, receipt date, and your name and address.

9.2 Gifts. If you use our Gift Service, only you may end the contract with us and not the recipient of the gift.

9.3 Returning Product(s) after ending the contract.
9.3.1 If you end the contract for any reason after the Product(s) have been dispatched to you or you have received them, we provide a complimentary collection service and you must allow us to collect the item(s) you wish to return from your preferred address. Please call our Client Service team or email us by using the EMAIL US contact form in the Client Service section of our Website to arrange collection.
9.3.2 It is essential that for the purposes of exchange or return, that Product(s) are returned in their original packaging, complete with all associated accessories, instruction booklets, labels, protective covers, and boxes, in pristine condition, along with the original invoice and the Return Voucher. In the instance of perfume Product(s) that are sealed for health protection or hygiene purposes, it is imperative that the seal covering the perfume box remains unbroken. If Products are not returned in accordance to this Condition 9.3.2, we reserve the discretion to refuse your exchange or return, and/or make deductions in accordance with Condition 9.6.

9.4 When will we pay the costs of return?
9.4.1 if the Product(s) are faulty, damaged or misdescribed due to circumstances in our control;
9.4.2 if you are ending the contract because we have informed you of an error in pricing or description or a delay in delivery due to events outside our control.
9.4.3 if you are exercising your right to change your mind by way of our complimentary collection service.

In all other circumstances you will have to bear the direct cost of returning the Product(s).

9.5 How we will refund you? Withdrawal and Reimbursement: In the event that you withdraw from this contract pursuant to Conditions 8.1.1 and 8.1.2, we will reimburse you for all payments received from you, including the costs of delivery (if applicable), provided that we shall not reimburse any supplementary costs resulting from your selection of a delivery method other than the least expensive type of standard delivery offered by us, if we impose delivery charges (if any) in the future. The reimbursement shall be made within 45 business days from the day on which we receive your Product(s) after we have been informed of your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. However, we may make deductions from the price, as described below.

9.6 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind pursuant to Condition 8.1.3, you are liable for any diminished value of the Product(s) resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the Product(s). For shoes in particular, we highly recommend that you try your Louis Vuitton shoes on a clean floor which would not alter the sole, such as a carpeted surface. Please note that the amount of the reduction could be equal to the full amount of the price if determine that we will be unable to re-sell the returned Product(s) because they do not meet our high standards of sale. In the event that a refund is issued to you prior to our ability to inspect the Product(s) and subsequently determine that you have handled them in an unacceptable manner, resulting in a failure to maintain the pristine condition of the product, you will remain liable to compensate us for the disparity between the diminished value of the product and the amount initially refunded to you. If we impose delivery charges (if any) in the future, we will not refund the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us.

10 Our rights to end the contract

10.1 We may end the contract if you are in breach of any terms as mentioned herein in these Terms. We may end the contract at any time by writing to you if:
10.1.1 you do not make any payment to us when it is due;
10.1.2 you do not, within a reasonable time, allow us to deliver the Product(s) to you or collect them from us.

10.2 You must compensate us for breach of the contract by you. If we end the contract in the situations set out in Condition 10.1.2, we will refund any money you have paid in advance for Product(s) we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

11 If there is a problem with the product

11.1 How to tell us about problems? If you have any questions or complaints about the product, please contact us. You can telephone our Client Service Team or email us using the EMAIL US contact form in the Client Service section of our Website.

11.2 Your right to return rejected Product(s). If you wish to exercise your rights to reject Product(s) pursuant to Condition 8.1.1, you must allow us to collect them from you. We will pay the costs of collection. Please call our Client Service Team, excluding public holidays or email us using the EMAIL US contact form in the Client Service section of our Website to arrange collection as per the means and method mentioned in condition 2.2.

12 Our responsibility for loss or damage suffered by you

12.1 Our liability for any loss or damages arising out of the sale of products under these Terms is limited to the extent permissible under applicable laws and only if such loss is directly caused by determinable negligence by us. Our total liability relating to or arising out of your purchase or use of our products or damage thereto shall not under any circumstances exceed the product’s purchase price as on the invoice.

12.2 We are not liable for business losses: We only supply the Product(s) for domestic and private use. If you use the Product(s) for any commercial, business or re-sale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

13 Other important terms

13.1 No third party shall possess any rights to enforce any of the terms outlined in this contract. The rights stipulated herein are exclusive to the parties involved and do not confer any entitlements to any other individuals or entities.

13.2 We reserve the right to refuse exchanges and issue refunds in the event that we find that the Product(s) are not in pristine or re-sellable condition at the time of undertaking a quality check at our store, at our sole discretion.

13.3 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the Product(s), we can still require you to make the payment at a later date.

13.4 English has been used in the preparation of these Terms and English shall be the controlling language with respect to these Terms and their interpretation. Any failure by us to enforce any provision of these Terms shall not be construed as a waiver of any provision or the right to enforce the same. These Terms shall be governed by the laws of India.

13.5 The validity, construction, and performance of this contract, including any claims, disputes, or matters arising under or in connection with it or its enforceability, shall be governed by and construed in accordance with the laws of India. The Sale of Goods Act, 1930, the Indian Contract Act, 1872, the Consumer Protection Act, 2019, the Information Technology Act, 2000, and any amendments thereto, shall apply to this Terms.

13.6 Jurisdiction and Dispute Resolution: Any claim, dispute, or matter arising under or in connection with these terms, its enforceability, or the legal relationships established by these Terms shall be subject to the exclusive jurisdiction of the courts in Gurgaon, India. Each party irrevocably submits to the jurisdiction of these courts for the resolution of any such claim, dispute, or matter.

The Schedule:

Model Cancellation Form

(Complete and return this form only if you wish to withdraw from the contract)

To: Louis Vuitton India Retail Private Limited

Post to: 901A Ninth Floor, Time Tower, MG Road
Gurgaon, Haryana – 122002, India
Send us an email: india@contact.louisvuitton.com or using our EMAIL US contact form in the CLIENT SERVICES section of our Website.

Telephone: call our Client Service Team at 1800 103 9988, Monday-Sunday 10:00am–7:00pm (including Public Holidays)

I/We ___________________________ hereby give notice that I/We __________________________ cancel my/our ___________________ contract of sale of the following Product(s) ___________________________

Ordered on ___________________/received on ___________________,

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

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Privacy Policy

INDIA

The purpose of this Privacy Policy (the "Policy") is to describe how Louis Vuitton India Retail Private Limited, an Indian company with registered office at 901A Ninth Floor, Time Tower, MG Road Gurgaon, Haryana – 122002, collects, uses, discloses or otherwise processes personal information about its clients and prospects ("you" or "your") in order to provide you with the best possible service.

Louis Vuitton Malletier and/or Louis Vuitton India Retail Private Limited (hereinafter: "LV", "We", "Our", or "Us") collects, stores, processes, uses and discloses personal information about you in connection with your use of LV web sites, LV apps, your use of Our connected products (if and when available), or when you visit Our stores or visit Our social media pages, in your jurisdiction.

1. WHAT TYPE OF PERSONAL INFORMATION DO WE COLLECT?

For the purposes described in this Policy, LV may collect the following categories of personal information:

• Identification and contact information (such as name, address, phone number or e-mail address), when you are willing to provide them for instance to sign up for an online account or fill out a customer information card in store, to participate in an event, to make a purchase, or ID information necessary when you request a “click and collect” service in store.
Payment information: for instance, credit card details, bank account numbers or other payment details which you must provide to receive products or services you have ordered from us.
• Demographic information like your gender and birthday.
• Your image when you visit Our stores (as CCTVS are in place), or your voice when you call LV Client Services (since your call may be recorded)
• Preferences and interests which you choose to disclose in the course of your contacts or encounters with Our client advisors (which may include your preferences about Our collections or other luxury brands, your size, your lifestyle, or basic information on your family circle)
• Information, which may include health information, related to possible adverse effect caused by Our cosmetic products.
• Information you submit or post in a public space, on Our social media pages or Our websites, such as a product review.
• Information about your purchases online or in stores. This could include the products you have purchased and their prices.
• If you use Our web sites, We may collect cookies, along with information about the browser you are using, and your browsing behaviour.
• If you use Our mobile app, We may collect your GPS location. We might also record how often you use the app and where you downloaded it. We may collect information about the browser you are using, and your browsing behaviour.
• If you use Our connected products, We may collect information regarding your use of such products (such as which features on Our product you use the most, battery level information or other information pertaining to the use of your device), as well as geolocation information where necessary to provide you the service you requested;

We may also collect information posted on third party websites or social media platforms about LV products and services, when necessary for the purposes defined hereunder.

• Your personal information is collected either directly from you (e.g., if you create an account on one of Our sites/apps or make a purchase or otherwise interact with Our client advisors in stores or with Our LV Client Services), or from you passively (e.g., when using tracking tools like browser cookies), or from third parties (e.g. through social media platforms).
• If you choose not to submit any personal information when requested to perform a contract or when required by law, you will not be able to receive the product or service you ordered or otherwise register on Our web sites, apps or other media.

2. HOW DO WE USE YOUR PERSONAL INFORMATION?

We may collect or use the information described above for the purposes specified at the time of collection or hereafter in this Policy:
• to improve Our understanding of your interests and concerns, and to improve Our understanding of your use of Our products: We may use your information to make Our website, apps and products/services better. We may use your information to customise your experience with Us and to tailor Our marketing activities to fit your needs and interests to allow Us to better serve you and respond to your needs.
• to provide you with Our goods and/or services requested by you, to process your order(s), respond to your requests or questions, and manage your complaints: for example, We use your information to process your order and deliver your products. Or, We may use your information to send you information you requested, or to communicate with you about your account or Our relationship: We may contact you about changes to the Site or about service updates. We may also contact you about feedback or about this Policy or website terms.
• for security purposes: We may use your information to protect Our company, Our customers, Our associates, and Our websites or apps against fraud, theft or any wrongdoing which may affect Our activity and to ensure the security of Our activity online and offline.
• to manage the possible adverse effect caused by Our cosmetic products in accordance with Our legal obligations under applicable laws, including as a manufacturer of cosmetic products.
• for anti-counterfeiting purposes, and fight against illegal resale channels for LV products in violation of LV's general terms and conditions of sale and LV's selective distribution network (by monitoring in particular, quantities or frequency of products purchased), as it is Our legitimate interest to protect against online counterfeiting and preserve Our distribution network.
• for marketing purposes: We may use your information to contact you, subject to your consent when applicable, about new products and special offers We think you will find valuable.
• for analytics purposes, We may use your information to analyse the e-reputation of LV or Our products and to measure the effectiveness of Our online or offline campaigns or events, to preserve LV's image and optimise Our marketing campaigns.
• other purposes: We use information to maintain transaction and other business records for legal, administrative and audit purposes. We may also use your information to meet any other legal, insurance and processing requirements, including under any contractual obligations we may have with Our third parties

3. WHO DO WE SHARE YOUR PERSONAL INFORMATION WITH?

We do not disclose or otherwise share your personal information We collect, except:
• with Our parent and affiliated companies within Louis Vuitton Group of Companies: only authorised personnel with a need to know have access to the information, for internal audit, billing or administrative purposes and to provide you with the same level of services around the world. A list of Louis Vuitton stores is available on Our website;
• with service providers and agents who perform services on Our behalf: for example, We share information with vendors who send emails for Us. We may also share personal information with service providers that help Us operate Our websites and service providers appointed by Us to deliver your products.
• with Our business partners We have engaged to perform any functions with reference to the above purposes: for example We will share information with third parties who jointly sponsor an event or promotion with Us.
• with any third party as part of any business restructuring or reorganisation process (including mergers, acquisitions, dissolution or liquidation). This includes if We are merged of all or part of Our business or assets are actually or in the process of being transferred, assigned or sold.
• when We are required to do so by law or when it is necessary to comply with applicable law or cooperate with local or overseas authorities: for example We might share information to respond to a court order.

4. TRACKING TOOLS AND USE OF COOKIES

We may collect certain information through cookies, web beacons and other automated means. A cookie is a text file which is stored in a dedicated area of your device’s hard drive, for instance when you visit online service, when you read an email or while installing or using a mobile app. A cookie allows its sender to identify the device on which it is stored during the period of validity of consent.

What type of cookies do we use?
• Some cookies may be functional to collect information which will allow Us to facilitate your browsing such as languages preferences, memorising log-in, or saving the content of your shopping basket or wish list.
• Other cookies also collect information on your behaviour by collecting referring URLS (where Our visitors come from, which banners they clicked on and which directed them to Our website), pages accessed, times of websites visits. Such information will allow Us to enhance Our web sites and apps, have a better understanding of the products and services you would prefer, and offer you more personalised communications and/or more personalised content on Our website or Our applications.
• We also use cookies for web analytics to measure the web sites activity and determine the areas of the web sites which are the most visited, hence improving visibility of Our content.
• We use cookies to ensure security of online transactions/purchases through device fingerprinting, which allows to identify certain aspects of the equipment used to place an order.
• Our websites or apps may contain third party cookies (delivered by advertising agencies, analytics providers, etc.) enabling them to collect browsing information on your Devices, including to measure the efficiency of Our advertising campaigns on third party websites. Third party cookies are subject to said third party privacy policies.
• We may include in Our website or apps the possibility to share content with third parties or to let other persons know you browsed Our website. Such is the case for “Like” , “Share” and similar functionalities offered by social network platforms such as Facebook, Instagram and Twitter.
• Social networks which offer these functionalities may identify you even though you do not use these functionalities on Our website. Such functionalities may allow social network platforms to track information about your browsing on Our website whenever your social network account is active while browsing Our website.
• We do not control how such external platforms collect or use your personal data. We invite you to read the Privacy policies of these social networks to find out how they use information they collect (including for advertising purposes) through these buttons. These Privacy policies should provide you information about how to manage your preferences on your social networks account.

Acceptance of cookies
• Except for functional or security cookies, the use of cookie on a Device depends on the user’s choice, which can be made and modified freely and at any time.
• You can manage cookies by setting your browser to accept or reject cookies on your Device, either globally or cookie by cookie. Settings that you make may change your internet browsing capacity and may sometimes alter your ability to access to certain services on Our website / app that require the use of cookies.
• Such is also the case if We or one of Our business partners can no longer recognise the type of browser your Device is using and are unable to determine information such as language, display settings or country/region of connection. We will not be held liable for the minimised access to Our services as a result of cookies you previously deleted or rejected.

If you share your Device with other people and the Device operates several browsers, We cannot guarantee that personalised services and advertisement designed to match your personal use of the Device (if such personalised services and advertisement are available) will correspond to your own use and rather than someone else’s.

5. TRANSFERRING YOUR PERSONAL INFORMATION

• Information We collect about you may be transferred to, stored and processed in countries/regions other than India where a LV entity is located to ensure you may benefit from better services wherever you visit Us and for the purposes defined in this Policy. We may also transfer your personal information to the service providers (who may be situated outside India) involved in the maintenance of Our web sites, apps or social media or any other tool used for the processing of Our clients or prospects information.
• When We transfer your information, We will endeavour to provide a standard of protection for your personal information that is at least comparable to that provided under the applicable laws.

6. RETENTION PERIOD

• Your personal information will not be kept in a form that allows you to be identified for any longer than is reasonably considered necessary by LV for achieving the purposes for which it was collected or processed or as it is established in the applicable laws related to data retention periods.
• We will cease to retain your personal data, or remove the means by which the data can be associated with you, once such retention no longer serves the purpose for which the personal data was collected, and is no longer necessary for legal or business purposes.

7. YOUR RIGHTS

• You may request access to the personal information We maintain about you, or information about the ways in which We use or disclose your personal information ("access request"). If you make such an access request, We will provide you with the information to the extent required by law. We may charge a reasonable fee for an access request. If so, We will inform you of the fee before processing your request.
• You may also request that We correct, amend, erase, any of your personal information which We hold about you, and which is incomplete, out of date or inaccurate ("correction request").
• When Our use, collection, disclosure and/or processing of your personal information is based on your consent (for instance when you accept to receive communication materials), you may withdraw, via email to india@contact.louisvuitton.com, any consent you previously provided to Us. Your withdrawal of consent does not affect the lawfulness of processing based on your consent before withdrawal, nor does it affect Our right to continue to collect, use and disclose personal data where such collection, use and disclose without consent is permitted or required under applicable laws.
• Whilst We respect your decision to withdraw your consent, please note that depending on the nature and scope of your request, We may not be in a position to continue providing Our goods or services to you and We shall, in such circumstances, notify you before completing the processing of your request.
• To make an access request and/or a correction request, please contact Us at india@contact.louisvuitton.com, and We will respond to your request as soon as reasonably possible. In general, Our response will be within ten (10) business days. Should We not be able to respond to your request within thirty (30) days after receiving your request, We will inform you in writing within thirty (30) days of the time by which We will be able to respond to your request. We may refuse a request to exercise these rights where We are required or permitted to do so under applicable law.

8. PROTECTING YOUR PERSONAL INFORMATION

• We will provide an adequate level of protection for the personal data and make sure that appropriate technical and organisational security measures are in place (including education and training of relevant personnel) to protect the personal information against accidental or unlawful destruction, accidental loss or alteration, unauthorised disclosure or access, and against all other unlawful forms of processing.
• However, to the extent that no method of transmission over the Internet is completely secure, We cannot guarantee the security of any of your personal information stored or sent to Us. We encourage you to use caution when using the Internet to access Our web sites, apps or social media.

9. CHILDREN

• Our web sites and apps are not directed to children. We do not knowingly collect personal information from children without permission from a parent or guardian, unless permitted by applicable law.
• You must be at least 18 years old to provide Us with your personal information and to engage in transactions on Our store or websites, or apps. By engaging in transactions with Us, you affirm that you are at least 18 years old and are fully able to enter into and be legally bound by such transactions.
• If We are notified in writing via the method stated at the "Contact Us" section below or learn that a minor below 18 years old has submitted personal data to Us through Our media or otherwise, We will endeavour to delete such personal information.

10. THIRD PARTY SITES

We may link to third party sites or services We do not control and which are governed by their own privacy policy. This Policy does not apply to those third party sites. We strongly advise you to check the privacy policies of all third party sites you visit to find out how they are treating your personal information.

11. CHANGES TO THIS POLICY

• Our Policy may change from time to time to reflect changes in Our processing of your personal information. We will notify you of any material changes as required by law. We will post an updated copy on Our website.

12. CONTACT US

• If you have any questions about the protection of your personal information please contact Us by email at india@contact.louisvuitton.com.
• You may also contact our grievance officer at the below mentioned details:

Name: Parul Aggarwal
Designation: Grievance Officer
Email address: grievanceofficer.in@contact.louisvuitton.com
Last updated on 3 July 2023

TERMS AND CONDITIONS OF USE

version 1.5

This Website (hereinafter the « Website ») is published by Louis Vuitton Malletier SAS, a company incorporated in France with a share capital of 21.119.700 Euros, registered with Paris Trade and Companies Registry under number 318 571 064, having its registered office located at 2 rue du Pont Neuf 75001 Paris, France. Tél : + 33 1 55 80 32 00.

The Website is hosted by Orange Business Services SA, with registered office located at 1, place des Droits de l’homme 93210 Saint-Denis La Plaine, France. Tél : +33 1 53 90 85 00.

Access to the Website and the use of its contents is subject to the conditions set out below. By accessing the Website, the visitor is deemed to have irrevocably accepted these terms and conditions of use and to have agreed to abide by them. If the visitor does not accept these terms, they may choose to discontinue use of the Website.

Louis Vuitton Malletier hereby informs visitors that these general terms and conditions may be modified at any time. As soon as they are displayed online, each visitor who accesses the Website is deemed to have accepted these modifications. It is assumed that the visitor has read these terms and conditions prior to browsing the Website.

This Website and all materials, text, code, content, software, graphics, photographs, illustrations, artwork, formats, files, devices and links contained in it or linked to it (together “Content”) are protected by copyrights, trademarks and other intellectual property rights owned by or licensed to, Louis Vuitton Malletier and / or the relevant local entity affiliated to Louis Vuitton Malletier.

Anyone accessing this Website is entitled to view any part of it for private and personal use. However, Content must not be used or reproduced (in whole or in part) for any other purpose including, without limitation, on or in connection with any other website or publication, or for commercial gain.

Louis Vuitton® products are sold exclusively through Louis Vuitton boutiques all over the world, or on the e-commerce section of the Website available solely within certain countries only as further detailed on the Website. Contracts for the supply of goods or services formed through the Website are governed by separate terms and conditions of sale.

Any purchase outside of these points of sale is entirely at the purchaser’s risk, in particular with regard to the authenticity of any such purchased items.

Subject to the terms below, Louis Vuitton Malletier takes steps to ensure that the information accessed via the Website is accurate and up-to-date but can give no guarantee or warranty as to the accuracy, timeliness or completeness of any information or material appearing on it. Louis Vuitton Malletier reserves the right to correct the Website content at any time without prior notice and without liability.

Louis Vuitton Malletier cannot be held liable for:
- Any inaccuracy or omission in respect of the information or material provided on the Website; or
- Any inability to access the Website due to any third party act or action.

The visitor hereby acknowledges that access to the Website may be interrupted at any time by Louis Vuitton for maintenance, security, or any other technical reason. Louis Vuitton will not be liable if for any reason the Website is unavailable at any time or for any period.

Save for liability which Louis Vuitton Malletier cannot by law restrict or exclude, Louis Vuitton Malletier shall have no liability to visitors to the Website or any third party for any direct, special, indirect, consequential or incidental damages, exemplary or lost profits, or any other damages of any kind whether based on warranty, contract, tort, negligence or otherwise, even where Louis Vuitton Malletier has been advised of the possibility of the same whether resulting from access to the Website, inability to access the Website or any information or material directly or indirectly provided through the Website or otherwise. This does not affect any liability of Louis Vuitton Malletier for fraud or for death or personal injury arising from its negligence.

Each visitor to the Website may, at his/her option, provide Louis Vuitton Malletier with personal information, in order for Louis Vuitton Malletier to better understand visitors’ expectations, and to provide information on Louis Vuitton products or services to visitors who have opted for receiving such information. If the visitor has notified Louis Vuitton Malletier that he/she does wish to receive any details of Louis Vuitton products or services, Louis Vuitton may contact the visitor by email, telephone or post to provide the visitor with details of Louis Vuitton products or services or any other information which Louis Vuitton Malletier believes may be of interest. The information may also be passed to other companies within the Louis Vuitton Group. The holding and using of information will be governed by the Data Protection Act 1998 and also by French law.

Other rights / responsibilities of the visitor, along with information regarding the collection, use, processing and storage of data, including cookie use policy are set out in the <u>Privacy Policy</u>. This Terms of Use document must be read in conjunction with the Privacy Policy.

Security measures have been employed to ensure security and confidentiality of visitors’ data. However, visitors acknowledge that Louis Vuitton does not control the transfer of data over telecommunication facilities including the Internet. Therefore, Louis Vuitton Malletier warns visitors against any potential risk involved by the use of the Internet in this respect.

Hypertext links to the Website (other than other websites operated by Louis Vuitton Malletier) may only be included with prior written consent from Louis Vuitton Malletier, which may be withheld at any time. Louis Vuitton Malletier has no responsibility for the content of such pages.

These terms and conditions are governed by French law. Courts in France will have sole jurisdiction over any claim or dispute related to or in connection with the use of this Website. Louis Vuitton Malletier will be entitled to seek and obtain injunctive or other relief to protect its rights hereunder.

If any provision of these Terms of Use applicable to visitors is determined to be invalid, illegal or unenforceable, the validity and enforceability of all other provisions will continue to remain in effect.