Returns and Exchanges

We take great care in the design, craftsmanship and quality control of every bag. If your purchase is not quite right, please review the policy below before requesting a return or exchange.

This policy applies to online purchases made directly from our website and is aligned with South African consumer law, including the Electronic Communications and Transactions (ECT) Act and the Consumer Protection Act (CPA).

Items not eligible

The following items are not eligible for return, refund or exchange, unless faulty:

  • Sale, promotional or clearance items

  • Gift cards / vouchers

  • Items purchased from authorised retailers, stockists or third-party platforms
    (these must be returned to the original place of purchase, in line with the retailer’s policy)

Proof of purchase from our website is required for all returns and exchanges.

Change-of-mind returns 

Conditions of return

  • The return request must be submitted within 7 days of delivery

  • Items must be unused, undamaged and in a re-saleable condition

  • Returns must include:

    • The original bag

    • All internal pouches, inserts and accessories supplied with the bag

    • Original packaging

    • A completed Return Form

  • The order number must be clearly referenced

Return charges

  • A 10% handling fee will be deducted to cover transactional and processing costs

  • Courier costs (original delivery and return courier) are non-refundable

Refunds are issued once the returned item has been received and approved following inspection.

Exchanges 

Exchange conditions

  • Exchange requests must be submitted within 7 days of delivery

  • Items must meet the same condition requirements as returns

  • A completed Exchange Form and order number are required

Exchange costs

  • The customer is responsible for the return courier and new delivery cost

  • No handling fee applies to exchanges

  • Replacement items are dispatched once the original item has been received and approved

PayJustNow purchases

Orders placed using PayJustNow are eligible for exchange only.
Cash refunds are not available for PayJustNow purchases.
Exchanges must be for an item of equal or higher value, with any price difference payable where applicable.

Incorrect or faulty items

Each bag is carefully inspected and quality checked prior to dispatch.
If an incorrect or faulty item is received, please notify us as soon as possible.

In such instances:

  • Collection will be arranged at no cost to you

  • You may choose a repair, replacement or full refund

No handling fees or courier charges apply to faulty or incorrectly supplied items.

Refund timeframes

Approved refunds are processed within 7–10 working days following inspection.
Please note that bank processing times may vary.

General

We reserve the right to decline a return or exchange if:

  • The item shows signs of use or damage

  • Internal purses, straps, inserts or accessories are missing

  • Packaging is incomplete (dustbag)

  • The return does not comply with this policy

How to request a return or exchange

Please email hello@lauprene.co.za with:

  • Your order number

  • The reason for your return or exchange

Once received, we will email you a Return / Exchange Form along with return instructions.