ReturnsUpdated 3 months ago

We know that there are times when things do not go as we would like, and for some reason you have to return your order. In order to manage any change in your order, it is strictly necessary to comply with the following cases:

Product does not meet expectations

From the moment the order is delivered, in the event that the item received does not meet your expectations, you have 14 calendar days to notify us and be able to proceed with any change or replacement. After this time, it will not be possible to return or replace your order.

Product has arrived defective

If you have received a defective product, you have 48 hours from when you receive it to report the incidence of the product, either due to production defects or breakage in transport. No changes or returns will be accepted if  the product has been manipulated, nor outside the notice period.

👉🏼Do not throw away the original packaging of your order in case of return or replacement👈🏼

Return process

It is necessary to fill in the form and follow the indicated steps.

In the event that it is an exchange or return of a product from the Marlot Baus collection, fill out this form

To process any incident, it will be necessary to attach photographs of the state of the product as well as of the product once it is packed. When we receive the form, we will proceed to manage the incident and we will inform you of the steps to follow.

Collection process

In the case of exchange or return of products that have arrived defective, Hannun will take charge of the collection. It is necessary to follow the instructions on the form and the subsequent steps that we will inform you about.

Returns or replacements whose reason is beyond Hannun's responsibility, and it’s the product that does not meet the customer's expectations, the returns have a cost derived from the collection. In this case, we offer a collection service but the return costs must be covered by the customer, which are calculated based on the weight of the product to be returned and the country in which it is to be collected. In this link you can find out about the table of weights and prices, you will find all the information in section 6.3 'Return Expenses'. 

In this same case of withdrawal of the product for customer reasons, there is also the option of sending the package by your own means. If you choose this option, you must also notify us and fill out the form. If you choose this independent management modality, you will fully and exclusively assume the costs of returning the products.

In either of the two modalities of the collection process, you must indicate the return label on the package that we will provide you once the incident has been processed.

It is essential that you return the product in its original packaging or another packaging that guarantees maximum protection of the product, including all accessories.