Refund & Returns Policy – Ladurée South Africa

At Ladurée South Africa, we want you to be satisfied with your purchase. This policy applies to all purchases made through our website.

Returns

You may request a return within 7 days of receiving your order for a refund, provided that:

• The item is unused and unworn
• It is in its original packaging with all tags attached
• You have the original receipt or proof of purchase

To initiate a return, please email info@ladureesa.co.za with your order number and reason for return.

Approved returns must be sent to:

Ladurée South Africa
V&A Waterfront
Shop 6244 – 6245
Breakwater Boulevard
Cape Town

Returns sent without prior approval will not be accepted.

Unless the item is defective, damaged, or incorrect, return courier costs are the responsibility of the customer.

Damaged, Defective or Incorrect Items

Please inspect your order upon delivery.

If you receive an item that is defective, damaged, or incorrect, contact us within 48 hours of delivery at info@ladureesa.co.za with:

• Your order number
• Clear photographs of the item
• A brief description of the issue

In line with the Consumer Protection Act, you are entitled to a repair, replacement, or refund for defective goods within 6 months of purchase, provided the defect is not due to misuse or normal wear and tear.

Non-Returnable Items

Due to health, safety, and hygiene regulations, the following items cannot be returned unless defective:

• Perishable goods (including macarons, pastries, confectionery)
• Custom or personalised items
• Beauty and personal care products
• Items marked as final sale
• Gift cards

We also do not accept returns on sale items unless they are defective.

Exchanges

We do not offer direct exchanges via our website.

If you would like a different item, you may return the original item (if eligible), and once approved, place a new order.

Cooling-Off Period (Online Purchases)

In accordance with Section 44 of the Electronic Communications and Transactions Act (ECTA), customers may cancel an online order within 7 days of delivery, provided the goods are unused and in their original condition.

Please note:

• The customer is responsible for return courier costs
• Any direct costs incurred to return the goods may be deducted from the refund

This cooling-off right does not apply to perishable goods or items that cannot be returned due to health or hygiene reasons.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, refunds will be processed to your original method of payment within 10 business days.

Please allow additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@ladureesa.co.za.

If you have any questions about this policy, our team is available at info@ladureesa.co.za.