You have 14 calendar days from the moment you receive the product to return it if it is in perfect condition, and 48 hours to report any damage or disagreement.

You have 14 calendar days from the time you receive the product to return it if it is in perfect condition and you have the original packaging or one that adequately protects the product. For microcement products from the Marlot Baus collection, the original packaging is mandatory. If you received your item with any issues, you have 48 hours to notify us so we can offer you a solution according to the damage (<a href="https://hannun.com/en/pages/help-center?hcUrl=%2Fen-US%2Fhow-to-make-exchanges-and-returns-526077" rel="noopener noreferrer" target="_blank">click here</a>&#xA0;for more information).&#xA0;Please note that if the reason for the return is that the product does not meet your expectations, you will have to bear the return shipping costs. These will be calculated based on the price of the product and will be deducted from the amount to be refunded.&#xA0;Check the details in section 6.3 &apos;Return Costs&apos; in our&#xA0;<a href="https://hannun.com/en/policies/terms-of-service" rel="noopener noreferrer" target="_blank">terms and conditions</a>.&#xA0;To finalize your return process, we will arrange the pickup with REVER, who will contact you to inform you of the next steps and proceed with the appropriate refund. Don&#x2019;t forget to provide us with your IBAN number to receive the refund transfer.For more details on how our return form works, visit <a href="https://hannun.com/en/pages/help-center?hcUrl=%2Fen-US%2Fhow-to-make-exchanges-and-returns-526077" rel="noopener noreferrer" target="_blank">How to make exchanges and returns? &#xA0;&#xA0;</a>

What are the return conditions?

REVER is our platform for managing exchanges and returns. You will be guided through a series of questions and can choose the solution that best suits you.

<a href="https://returns.itsrever.com/hannun" rel="noopener noreferrer" target="_blank">REVER</a>&#xA0;is our platform for managing exchanges and returns. You will be guided through a series of questions and can choose the solution that best suits you, always providing the required documentation at each step.&#xA0;You will have options for returns in the form of store credit, refunds, or product replacements. Remember that once you choose an option and we process it, this decision will be final, and we will not be able to modify it in the future.&#xA0;You will need to access the&#xA0;<a href="https://returns.itsrever.com/hannun" rel="noopener noreferrer" target="_blank">portal</a>&#xA0;and enter your order number and the email address you used to make the purchase, and select the appropriate options. Please share photos of the product and the original packaging, along with a brief description of the issue.&#xA0;After filling out the form, you will receive a confirmation email from iFreturns. This simply indicates that your request has been successfully completed.&#xA0;During the following 48 working hours, our Customer Care team will review your request, and we will inform you whether it has been validated or rejected, and we will provide the reasons if necessary.&#xA0;

How to make exchanges and returns?

You must report the incident within 48 hours of receipt through our incident form.

<div data-message-author-role="assistant" data-message-id="9f98450c-dace-4fc9-9cf3-5457431bf4a2" dir="auto">You must report the issue within 48 hours of receiving the product, whether due to manufacturing defects or damage during transport. No exchanges or returns will be accepted if the product has been tampered with or if the notice is given outside the indicated period.Please remember that it&#x2019;s necessary to keep the original packaging or use one that guarantees maximum protection.&#xA0;Through our&#xA0;<a href="https://returns.itsrever.com/hannun" rel="noopener noreferrer" target="_blank">claims form</a>, you can choose the solution that best suits your case. Don&#x2019;t worry&#x2014;Hannun will handle the return of defective products at no cost to you. We work with REVER, who will contact you to coordinate the collection. If the return involves a refund, we will need your IBAN number (we&#x2019;ll ask for it when processing the claim).&#xA0;For more details, visit&#xA0;<a href="https://hannun.com/en/pages/help-center?hcUrl=%2Fen-US%2Fhow-to-make-exchanges-and-returns-526077" rel="noopener noreferrer" target="_blank">How to make exchanges and returns</a>.&#xA0;</div>

What should I do if my product is damaged or incomplete?

REVER will process the refund to your bank account in the following days after requesting the pickup. If we do not collect the product we will issue the refund immediately.

If we need to collect the product from your home, the pickup will be arranged through REVER, a reverse logistics company we collaborate with (click here to learn more). REVER will process the refund to your bank account a few days after the pickup is requested.If we do not collect the product or it hasn&#x2019;t been shipped yet, we will immediately refund the original payment method, and the money will be credited to your account within 2 to 8 business days after the refund is issued.&#xA0;Lastly, if the order isn&#x2019;t delivered due to a transportation issue, the refund will be processed once we have confirmation, and you will receive the amount within 2 to 8 business days.&#xA0;Shipping costs will only be refunded if all items are returned&#xA0;Returns due to withdrawal.When returning a product due to withdrawal, the return shipping costs will be deducted, and the remaining amount will be refunded. Please note that the initial shipping costs are non-refundable unless you cancel your order before it is shipped; in that case, the full shipping cost will be refunded.

How are refunds processed?

REVER is our logistics partner responsible for returns that require product collection.

REVER is our logistics partner responsible for returns that require product collection.They will contact you within 48 hours from the moment we inform you that your request has been accepted and will issue the refund via bank transfer once the collection has been arranged.&#xA0;This is why we&#xA0;request your IBAN; as an external company to Hannun, they need this information to process the return.&#xA0;We understand that the security of your data is a priority, so we want to assure you that the IBAN is secure and unique information that only allows for refunds to be processed; it cannot be used for any other purpose without your explicit authorization.&#xA0;If you need&#xA0;to change the address, date, or time slot for the collection, you can do so through the returns portal or by replying to the confirmation email you will have received.

What is REVER?

Please check if the options available above address your request before contacting us. We will get in touch with you within 24-48 hours.

Returns & Claims

What are the return conditions?

How to make exchanges and returns?

What should I do if my product is damaged or incomplete?

How are refunds processed?

What is REVER?