Returns and Complaint procedure

Products ordered online or by mail order can also be returned to any Louis store (except Louis branches in Switzerland). Since the employees in our stores cannot always establish whether the product has been paid for, they are not able to issue a credit note for mail order items. They will gladly send your returned item to our Dispatch in Hamburg, who will then refund your payment.

In addition to your statutory right to cancel your order within 14 days (see our T&Cs), we give a voluntary two-year right of return on many products. If you don't like a product, for whatever reason, you may return it within two years and we will refund the purchase price immediately. On one condition: the goods must be unused – that is, new – and undamaged. If the current retail price of the product is lower, we will refund this lower amount.

Return the product to us, preferably in the original packaging, along with your proof of purchase, and please ensure that it cannot get damaged in transit.

The following products are excluded from the voluntary right of return: printed matter, DVDs, CDs, and food items.

All products containing flammable, pressurised, corrosive, environmentally hazardous or otherwise dangerous substances must be labelled as dangerous goods.

The transport risk is higher for hazardous goods than for other products. In order to help us minimise the transport risk, please observe the following guidelines:

a) If possible, use the original Louis packaging to return the product. This has the right format for labelling and packaging. If the original packaging is unusable, please use new transport packaging. For products containing batteries (especially lithium-containing batteries), please ensure that the packaging is strong and stable.

Try to prevent the product from moving around inside the packaging or being accidentally switched on. Please securely close all containers that are pressurised or filled with liquids or other substances that could escape. If possible, place the product upright in the package. Any open space in the package that cannot be prevented must be filled with filling material.

b) You can create and print out a return label with our destination address here in the online shop.

c) Please also attach the mandatory hazardous goods symbol to the package (does not apply to lithium batteries). These have their own symbol. See paragraph d). The symbol informs the carrier that they are transporting ‘dangerous goods in limited quantities’. You can download this symbol from the PDF file here and print it out. When printing, please make sure that the symbol is at least 10 cm × 10 cm in size.

d) Important! Only applies to shipments of batteries containing lithium: You can download and print the warning symbol from a PDF file here. Please select the appropriate symbol and affix it to the outside of the parcel so that it is clearly visible. The symbol informs the carrier that they are transporting a battery that contains lithium.

Please note! Please do not return any lithium batteries to us if the casing is open, deformed, damaged or visibly inflated. The same applies if liquid or gas escapes. In these cases or if you are unsure, please contact us before returning the product. Louis customer service will be happy to help you: Tel. 0049-40-734 193 811 or kundendienst@louis.de

Alternatively, you can take the battery in question to a Louis shop and have it inspected by us.

In order to process your claim quickly, we need from you the affected product as well as the proof of purchase (or a copy thereof). The chapter on Returns explains how to return an item to us.

Please check every package you receive for damage in the presence of the postal worker or courier. If the package is damaged or has obviously been repaired with tape by the courier, please complain to the courier immediately and have them confirm your complaint in writing. If in doubt, do not accept the package and contact us instead. We will send you a replacement as quickly as possible.

In order to process your claim quickly, we need from you the affected product as well as the proof of purchase (or a copy thereof). Products ordered online or by mail order can also be returned to any Louis store (except Louis stores in Switzerland). Since the employees in our stores cannot always establish whether the product has been paid for, they cannot issue a credit note for mail order items. The employees in our stores will certainly take in the item and send it on to Dispatch in Hamburg, who will look into it and issue a credit note later if necessary.

If a product you have purchased from us gets damaged during use, it is often possible to have it repaired at a very reasonable price by Louis or the manufacturer.

Before you send us the product, please contact us and describe the damage briefly (ideally, e-mail us a photo). We will then let you know whether and in what way we can help. Of course, we will also give you a cost estimate for the repair. If you send us a product for repair, please make sure it is clean. Thank you.