Hanek works with the highest quality materials and performs all necessary checks to ensure that all our products are free of defects.
We will be happy to organise a replacement or return, within 15 days of receiving your order, in the following cases:
The following situations are NOT considered manufacturing defects and therefore the money-back guarantee does not apply:
Please note that many of our products are produced by hand, and therefore may have slight differences between them.
If the customer purchased his Hanek product from an authorized distributor, Hanek is not responsible for the warranty of the product.
How do I return or replace an item?The User shall have a period of fifteen days from the purchase of the product to communicate to HANEK his request for return or replacement.
Once HANEK has received the communication from the User, it will inform him/her within 1 -3 working days whether or not the return/replacement of the product is pertinent, as well as the costs associated to it and the procedure to be followed.
How long do I have to request a replacement or return?
The maximum time to request your return is 15 calendar days from the delivery of your order.
How much does it cost to request a replacement or refund?
The costs associated with changes or returns will be paid by the buyer.
In the case of a change in the Peninsula, the associated cost is 6.95 euros, corresponding to the cost of sending the new product and collecting the wrong one.
In the case of an extra peninsular change, our team will inform you of the costs associated with it. Please note that Hanek is not responsible for any customs charges that may be incurred for the exchange.
In the case of returns, the customer must send the product to the address indicated by our customer service team, at their own expense.
Please do not send your product without first receiving instructions from our team.
Hanek is not responsible for the return shipment the customer makes, and any losses the package may suffer during shipping. We recommend that you use a certified courier service, with tracking and proof of delivery.
Once we receive the package of your return in our facilities, it will be properly inspected and you will receive a confirmation email indicating the amount of your return.
Please note that it may take several days for the return amount to be credited to your account, depending on the payment method you used:
- If the User has paid by credit/debit card, HANEK will see the refunded amount within 5 - 7 calendar days after the refund has been made. These times vary depending on the bank and are beyond our control.
- If the User has made the payment through PayPal, you will receive your refund within 24-48 business hours from the time the payment was made.