HERMÈS STORE – GENERAL TERMS AND CONDITIONS OF SALE –

English translation is for reference only. Japanese version shall prevail in case of inconsistency.

Updated on November 11, 2025

日本語　English

Sales of Hermès products (including “petit h” products), Puiforcat and Saint-Louis products (together, the “Product(s)”), by Hermès Japon or department stores (“Hermès”) to end customers (the “Customer(s)”, “you”) at Hermès stores are subject to these General Terms and Conditions of Sale (the “General Terms and Conditions”). The General Terms and Conditions do not apply to products subject to specific terms and conditions of sale, such as special orders, and orders for furniture.
The Products are exclusively intended to be sold to end consumers, for personal use and not for commercial purposes. Resale or redistribution of the Products is prohibited.

1. Availability of Products

In order to ensure a better quality of service and availability of our Products for all Customers, we reserve the right to limit the quantity of Products you can purchase.

2. Terms of purchase of Products

The sale price of the Products is inclusive of all taxes and does not include any delivery costs, unless otherwise indicated. The sale price of the Products is that in force on the date of sale. In case of product order, a deposit corresponding to a percentage of its sale price may be requested and will be invoiced as a deposit. The balance must be paid when the Product is delivered to end customers or before delivery. The Products will be collected from Hermès stores by you. Provided that the delivery organised by Hermès is possible, delivery of the Product will generate additional transport, customs and insurance costs payable by you, which will be communicated to you prior to the sale. Hermès does not accept returns for refunds for reasons of customer convenience. Hermès will not deliver any Product to a P.O. Box or to a forwarding company. The purchase of a Product subject to quota involves verification of the Customer's identity. Where a personalisation service is available, Hermès cannot be held responsible for the personalisation requested: such requests must not infringe the rights of third parties, be contrary to public order, morality or the law in force, or be incompatible with the image of Hermès. In such cases, Hermès reserves the right to refuse your request for personalisation.

3. Exchange of Products

3.1 Products purchased in Japan

Products purchased at a Hermès store located in Japan may be exchanged, within thirty (30) days of the date of purchase (inclusive), subject to compliance with the terms and conditions below.
- Only new, undamaged, unaltered, unworn, unused or not “Final Sale” Products in their original packaging (with all the packaging components provided by Hermès ) may be exchanged, upon presentation of documentation of payment (such as original receipt, invoice or gift receipt), the warranty certificate for watches and/or the precious stones and metals certificate for the jewellery and watches concerned (as appliable) or other purchase documentation, issued by the Hermès store where the sale took place.
- Products sold with a traceability document (CITES Permit and Traceability Information) must be returned with this document. Hermès will not be able to reissue a lost CITES Permit or Traceability Information under any circumstances. Products subject to a tax refund can only be exchanged at the Hermès store where they were originally purchased and must be returned with the tax refund slip if provided. Products subject to a tax refund sold by a department store at a Hermès store under the terms and conditions provided by the department store may not be eligible for exchange.
- "petit h" Products may only be exchanged in the event of a one-off sale, at the Hermès store where they were purchased for the duration of the temporary sale.
- Cosmetics, perfumes and baby products are not applicable for exchange even if unused or unopened considering hygiene and safety.
- We do not accept exchanges of battery-powered products.
- The value taken into account when exchanging your Product is the sale price including tax of the Product stated on the original receipt issued by the Hermès store where the sale took place.
- The following Products are excluded from the right of exchange to a Hermès store: bespoke and/or personalised Products, special orders and Products purchased during exceptional sales (which are marked).
- Some exchanges may not be possible depending on product availability, legal conditions, or other restrictions. We do not accept product search or reservation service for exchange .

You may exchange your Product purchased in Japan, at a Hermès store:
- located in Japan: The exchange of a Product that will result in a price difference will only be accepted at the Hermès store where the Product being returned was purchased or at Hermès Ginza store, Marunouchi store, Omotesando store, Azabudai Hills store, or Hilton Plaza store. Generally, exchanges are available only if the value of the Product chosen as a replacement is the same as or higher than the value of the Product returned.
- located in another country: The exchange of a Product purchased in Japan will be subject to the application of local regulations (particularly tax regulations). Exchanges are not available in Argentina, Brazil, China, Hong Kong, Macao, India, Lebanon, Vietnam, Russia, South Korea, Taiwan, Thailand and at airport stores in all areas combined and for Products subject to CITES regulations.

Your Product may be exchanged for an item from the “bags” or “small leather goods” category at a Hermès store located in Japan or abroad, provided that the Product being returned belongs to the same category as the replacement. Exchanges to items other than “bags” and “small leather goods” category are accepted for any product. You can only receive a Kelly or Birkin bag in exchange for a Kelly or Birkin bag. Your Product may only be exchanged for an item available at the store where you wish to exchange. Some exchanges may not be possible depending on product availability, legal conditions, or other restrictions. We do not accept product search or reservation service for exchange. 

3.2 Products purchased outside Japan or in airport stores in Japan

Products purchased outside Japan or in airport stores in Japan may be exchanged, within thirty (30) days of the date of purchase (inclusive), subject to compliance with the terms and conditions below.
- Only new, undamaged, unaltered, unworn, unused or not “Final Sale” Products in their original packaging (with all the packaging components provided by Hermès ) may be exchanged, upon presentation of documentation of payment (such as original receipt, invoice or gift receipt), the warranty certificate for watches and/or the precious stones and metals certificate for the jewellery and watches concerned (as appliable) or other purchase documentation, issued by the Hermès store where the sale took place.
-"petit h"Products may only be exchanged in the event of a one-off sale, at the Hermès store where they were purchased for the duration of the temporary sale.
- Cosmetics, perfumes and baby products are not applicable for exchange even if unused or unopened considering hygiene and safety.
- We do not accept exchanges of battery-powered products.
- The following Products are excluded from the right of exchange to a Hermès store: bespoke and/or personalised Products, special orders and Products purchased during exceptional sales (which are marked).
- Some exchanges may not be possible depending on product availability, legal conditions, or other restrictions. We do not accept product search or reservation service for exchange.

You may exchange your Product purchased outside Japan or in airport stores in Japan, at a Hermès store, provided the exchange of a Product that will result in a price difference will only be accepted at Hermès Ginza store, Marunouchi store, Omotesando store, Azabudai Hills store, or Hilton Plaza store. Generally, exchanges are available only if the value of the Product chosen as a replacement is the same as or higher than the value of the Product returned.

Your Product may be exchanged for an item from the “bags” or “small leather goods” category at a Hermès store located in Japan, provided that the Product being returned belongs to the same category as the replacement. Exchanges to items other than “bags” and “small leather goods” category are accepted for any product. You can only receive a Kelly or Birkin bag in exchange for a Kelly or Birkin bag. Your Product may only be exchanged for an item available at the store where you wish to exchange. Some exchanges may not be possible depending on product availability, legal conditions, or other restrictions. We do not accept product search or reservation service for exchange.

Products requiring a CITES permit that were purchased abroad cannot be returned for exchange in Japan. For more information, please consult the terms and conditions of sale of the Hermès store where the sale took place.

3.3 Products purchased on the website

For more information on how to obtain an exchange for Products purchased on the website www.hermes.com/jp/ja/, please consult the terms and conditions of sale directly online.

4. Special terms and conditions

When a quotation is drawn up by Hermès, it constitutes an offer that may include special terms and conditions that amend or supplement these General Terms and Conditions. Orders placed by the Customer must be accepted in writing by Hermès in order to be considered final. Once accepted, the order form constitutes the special terms and conditions amending or supplementing the General Terms and Conditions.

5. Commercial warranties

For the purchase of certain Products at Hermès stores, you benefit from commercial warranties, whose content and implementation terms are available at Hermès stores, and will be provided to you prior to the purchase of the Product concerned by this warranty.

6. After-sales service

Any Product that can be technically repaired will benefit from an after-sales service. The terms and conditions applicable to the Hermès after-sales service are available at Hermès stores and will be provided to you prior to the provision of the after-sales service.

7. Transfer of ownership and transfer of risks

Ownership of the Products sold will be transferred to you upon effective payment of the full price, including associated costs (delivery, installation, etc.). The risks of loss, theft and/or deterioration of the Product, as well as any damage it may cause, will be transferred to you as soon as you take possession of the Product directly or indirectly through a third party designated by you.

8. Complaints

If you have a complaint, you can contact us by phone on +81 (0)3 3569 3300, Monday to Sunday excluding the Year-End and New Year holidays from 10 a.m. to 6 p.m., or by email at [email protected].

9. Respect for intellectual property rights belonging to Hermès and communication

The General Terms and Conditions do not confer any right whatsoever over the intellectual property rights belonging to companies in the Hermès Group, including over creations related to the Products of which Hermès remains the owner. Therefore, you shall refrain from manufacturing and/or having manufactured, on your behalf and/or on behalf of third parties, products that are identical and/or similar and/or that may constitute imitations of the Products. You are also prohibited from affixing the Hermès brand and/or logo and/or inserting photos of the Products or their packaging on any medium whatsoever (poster, catalogue, letter, press article, audiovisual production, website, intranet site, social networks, etc.) without the prior written consent of Hermès, unless the photos of the Products or their packaging are solely for the Customer’s personal use.

10. Liability of Hermès

Under no circumstances shall Hermès be held liable for any damage not resulting from a breach by Hermès of one of its obligations, including applicable legal or regulatory provisions of public order.

11. Governing law and jurisdiction

The General Terms and Conditions, without regard to principles of conflict of laws, shall be governed by and interpreted in accordance with Japanese law. The General Terms and Conditions do not prevent the application of a provision that is more favourable to you, under the law of the country in which you reside and from which there can be no derogation by agreement. Any dispute relating to the application and/or interpretation of the General Terms and Conditions shall fall under the exclusive jurisdiction of the Tokyo District Court.