Our 'return & exchange' platformUpdated 3 months ago

iFreturns

What is iFreturns?

iFreturns is our platform to manage exchanges and returns, offering you several alternatives depending on the incident with your order.

You will be guided by a series of questions and you will be able to choose the solution that best suits you, always providing the required documentation at each step.

What solutions does iFreturns offer?

A) Refund in the form of store credit.

B) Return in the form of a refund to the original payment method.

C) Product replacements.

Remember that once you choose an option and we execute it, it will be final and we will not be able to modify it in the future.

How does iFreturns work?

1) Access to the Portal: You must access the portal and enter your order number and the email with which you made the purchase.

2) Options guide: Answer the questions about what happened and choose between possible solutions.

3) Photos and description: Share photos of the product and the original packaging, along with a brief description of the incident. This step is essential and without the necessary information we will have to reject your request.

4) Optional contact: If you have any relevant questions or comments, in the last step you can check the box “I would like Hannun to contact me before processing my request” to receive assistance via email within 24 to 48 business hours.

What happens after I submit my request?

- Confirmation: You will receive a confirmation email from IFreturns. This simply indicates that your request has been completed successfully.

- Review: Our Customer Care team will review your request and we will inform you if it has been validated or rejected.

Validated Application:

> Without collection: If the solution does not involve collection (such as a partial return in the form of a refund or store credit), you will receive an automatic notification from Hannun that the refund has been made.

> With collection: If the solution involves collection, you will receive a notification from REVER with instructions to organize the collection and proceed with the refund.

Rejected Request: This can happen if information is missing or if the reason indicated is not consistent with the evidence provided. You will receive an email explaining the reasons for the rejection and how to proceed.

The iFreturns system isn't perfect - yet! Please, if the desired solution to your incident involves a color change or the sending of a part(s), check the box “I would like Hannun to contact me before processing my request”.