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Terms of service

General Conditions of Sale

These General Conditions of Sale (the "Conditions") apply to the sale of all HANNUN products.

Please read these conditions carefully before placing your order with HANNUN S.A. (“HANNUN”) By placing your order you agree to be bound by these conditions.

 

1. General conditions

Registration at HANNUN is free of charge. You will have access to your personal data by means of a password and can change the data at any time.

You are not obliged to register and can unsubscribe at any time.

The information we receive when a registration is made is completely confidential and only HANNUN will have access to the data, which will be subject to our PRIVACY POLICY.

 

2. Pre-contract information

These general contracting conditions together, where appropriate, with any specific conditions that may be established, shall expressly regulate the relations that arise between HANNUN S.L., with registered office at Carrer de la Conca de Barberà, 18 (Polígono Pla de la Bruguera) 08211 - Castellar del Vallès, Barcelona, holder of Tax Identification Number B- 67120683, registered in the Companies Register of Barcelona, in volume 46189, sheet 171, page B-512434, and the Customers who contract the Products offered through the Website: https://hannun.com/

These General Conditions have been drawn up in accordance with the provisions of Spanish law, specifically Law 34/2002 on Information Society Services and Electronic Commerce, Law 7/1998 on General Contracting Conditions, Royal Legislative Decree 1/2007 of 16 November, which approves the revised text of the General Law for the Defence of Consumers and Users and other complementary laws, Law 3/2014, of 27 March, which modifies the revised text of the General Law for the Defence of Consumers and Users and other complementary laws, approved by Royal Legislative Decree 1/2007, of 16 November, Law 7/1996 on the Regulation of Retail Trade, Law 59/2003, of 19 December, on electronic signatures and any other legal provisions that may be applicable.

The use and/or acquisition of HANNUN products, the characteristics of which are described on the HANNUN website, hereinafter referred to as the "Products", implies acceptance as a Client, without reservation of any kind, of each and every one of these General Conditions, as well as the Special Conditions which, where applicable, govern the acquisition.

HANNUN informs you that the procedures for purchasing the Products are those described in these General Conditions, as well as any other specific procedures indicated on the screen while browsing our website, so that the Customer declares that they knows and accepts these procedures as necessary to access the Products offered on the website.

Any modification and/or correction of the data provided by the Customers while browsing will be possible and must be made according to the guidelines included on the website.

The Products offered on the website, together with their characteristics and price, will appear on the screen. We try to show the physical characteristics of the Products as accurately as possible, but it should be taken into account that the quality, configuration and resolution of the computer monitor can influence the perception of colours, so there may be some slight difference in colour between the real product and the one reflected on the screen.

The Products offered at HANNUN REUSE MARKET are products that we have used in showrooms, prototypes or products that have been returned, that have some damage or are slightly damaged, that are sold at a lower price with the discounts that are announced on the screen. The same conditions of sale apply to HANNUN REUSE MARKET Products as to any other Product, including the right of withdrawal and the after-sales guarantee, in this case under the terms set out in condition 7. However, HANNUN REUSE MARKET Products are unique and we cannot replace them, so in the event of a return we will refund the price of the product under the terms set out in condition 6.2.

CUSTOMISED products are products that have been manufactured especially for you, following the specifications that you have indicated to us. The same conditions of sale apply to the CUSTOMISED products as to any other product, excluding the right of withdrawal provided for in condition 6, since the CUSTOMISED products are unique and therefore we cannot replace them, nor sell them to another customer. On the other hand, the post-sale guarantee will be applicable in the event that the product delivered is defective or non-conforming, under the terms set out in condition 7.

While we strive to ensure that the information on our website is complete, on occasion the packaging and materials for the Products may contain additional or different information from that shown on our website. Components may also change. We recommend that you do not stop to read only the information available on our website, but that you also read carefully the labelling, warnings and instructions that accompany the product before use.

HANNUN reserves the right to decide at any time which Products it offers to Customers through its website. Thus, HANNUN may at any time include new products or modify those included in the Website, it being understood, unless otherwise stated, that such Products shall be governed by the provisions of the General Conditions in force at that time. Furthermore, HANNUN reserves the right to cease providing access, at any time and without prior notice, to any of the Products offered on the Website.

Returns for products that have special discounts or a coupon code at the time of purchase will be processed based on that amount, not the amount that would result if the discount or coupon code were not applied.

 

Availability and Substitutions

Hannun aims to ensure the availability of all products advertised through www.hannun.com. However, in the event that any requested product is not available, thereby making it impossible to serve it in a timely manner, the customer will be informed within 48 business hours from placing the order.

In the event of the product not being available, and the consumer being informed thereof, Hannun will alternatively offer a product with similar characteristics at no extra cost. In this case, the consumer may accept or reject, exercising their right of withdrawal and consequently the resolution of the contract.

In case of unavailability of all or part of the order, and the rejection of the substitute products by the customer, the refund by Hannun will be made within 48 business hours from the decision of the consumer.

 

Customizations

Customizations will only be possible for microcement products. If you are interested, please contact tienda@hannun.com and let us know your needs. We will consult with our artisan to see if the requested customization is possible and its corresponding price. Please note that the custom design may take between 35-40 business days to complete, depending on volume. It's a slower process than purchasing from our main collection, but we believe it's worth the wait for something completely unique. As it is a unique product created especially for you, it cannot be exchanged or returned.

 

3. Purchase procedure
    3.1. Registration

      For the purchase of the Products, HANNUN requests that you register, for which you must be of legal age (18 years), and have legal capacity and capacity to act. You must complete the forms that appear on the screen, specifically: (i) complete completion of the electronic form that appears on the website at all times, following the instructions indicated therein; (ii) clicking on the "ACCEPT PRIVACY POLICY" icon/button; and (iii) receiving confirmation of registration in your email account. All personal data provided will be used by HANNUN respecting the current data protection regulations.

      The login and password provided to HANNUN are identification and enabling elements to access and make the purchase and are personal and non-transferable. The login cannot be modified, but the password can be, in which case the modified passwords will lose their validity.

      Once the order is placed, the customer will receive a confirmation email to notify them that the process has been successfully completed. However, Hannun reserves the right to review each online order to correct any errors, even after the customer has received the corresponding confirmation email.

      In the event that an error is detected, Hannun undertakes to contact the customer within the following 48 business hours after the order has been placed to correct the error according to the availability of the company. Hannun undertakes to act in good faith and to minimize any harm to the customer in such correction.

       

      4. Transport and delivery

        4.1. Cost of transport

        The price of transporting the Product to your home depends on the quantity, weight and area of delivery. It will be identified on the website at the time of confirming the purchase of the Product.

          For areas outside mainland Spain, customs charges at destination and taxes in the area are not included.

          Shipping costs will not be refunded for returns made under the right of withdrawal or for reasons unrelated to any Hannun responsibility. Additionally, Hannun will offer pickup service according to the available rates in point 6.

          Shipping costs will not be refunded for partial returns. To receive a refund of shipping costs for reasons attributable to Hannun, the entire order must be returned.

           

          4.2. Delivery

          HANNUN undertakes to deliver the Product you have purchased as soon as possible to the address you have indicated on the order form. In the purchase confirmation e-mail provided for in section 3.2. of these General Conditions, the delivery period shall be indicated.

          All our products leave our facilities with their packaging in perfect condition. You should always check that the goods have been delivered in perfect condition and it is recommended that you state "damaged packaging" or similar on the carrier's delivery note so that you can make a claim later, as otherwise the carrier will agree to receive the product.

          In the event that a delivery cannot be completed due to the customer's absence, incorrect delivery information provided, lack of response from the customer, or other circumstances attributable to the customer, we understand that the customer will be waiving their right to receive the product and therefore exercising their right of withdrawal. In such cases, we reserve the right to process a return of the purchased products. It is important to note that the initial shipping costs will not be refunded in these cases. This policy is implemented with the intention of ensuring the efficiency and integrity of our delivery services.

          If you receive a defective product, you have a period of 48 hours from receipt to report the product issue to Hannun, whether due to production defects or damage during transportation. For quality purposes, we kindly ask you to attach a photograph of the product defect along with your return request.

          *Claims will not be accepted after the 48-hour period.

           

           

          4.3 Delivery timeframes

          The delivery times of the Products, in working days, except for transport problems beyond the control of HANNUN, are those confirmed in the message confirming receipt of your order.

          HANNUN will make its best efforts to ensure that these deadlines are respected, but any delay due to transport problems beyond HANNUN's control will not result in cancellation of the order or in any compensation.

           

          4.4. Deliveries outside of the EU

          When placing an order for delivery to a country or territory outside the European Union, you may have to pay import duties and taxes on arrival at the destination. This is because you will be considered as the importer of the Products, so you must comply with all applicable laws and regulations in your country. Orders destined for the Canary Islands, Ceuta and Melilla are subject to local customs procedures.

          Any additional costs due to the payment of customs and/or tariff duties will be met by you. HANNUN has no control over such expenses and therefore it is not possible to anticipate their amount. Since customs policies vary significantly from country to country, we advise you to contact the relevant customs office for information on import restrictions that apply to certain products. We are not responsible for customs holds. In the event that you do not pay the appropriate import duties, the goods may be held at customs. In this case no returns will be accepted..

           

          5. Price and payment method

          5.1. Price

          The purchase prices in force at the time the order is placed are those shown on the screen. The prices will indicate the Value Added Tax (VAT).

          However, purchases made by residents in non-EU countries will be exempt from VAT and subject to payment of any import tax due. The costs of customs clearance and import taxes are not included in the price of the Product or in the shipping price and therefore must be paid at the destination.

          Due to their special tax regime, the geographical areas corresponding to the Canary Islands, Ceuta and Melilla are considered for this purpose.

          In general, any taxes, fees, levies and brokerage fees that are due as a result of the sale of the Product, as well as any other expenses arising from it, will be met by you.

          Prices are shown in EUROS, and will be invoiced and charged in this currency.

           

          5.2. Payment method

          When you add the product to the 'Shopping Basket', the amount of this product with and without VAT will appear on the screen, or, if the purchase is exempt from this tax, this exemption will be automatically considered from the personal data entered by you, once you have confirmed the order. Payment of the price of the Product purchased and the shipping costs, which will appear on the screen, may be made either by credit or debit card, or by PayPal. To proceed with the payment, you must follow each and every one of the instructions that appear on the screen, providing the following information, in the case of payment by credit or debit card: a) type of card; b) name and surname of the holder; c) card number; c) expiry date; d) as well as any other information required on screen.

          As an electronic payment system, HANNUN has installed an e-commerce payment gateway that it has contracted with a bank. All the data provided for this purpose is encrypted to guarantee maximum security.


          In order to offer you Klarna’s payment methods, we might in the checkout pass your personal data in the form of contact and order details to Klarna, in order for Klarna to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data transferred is processed in line with Klarna’s own privacy notice.

           

          5.3. SSL protocol

          The navigation and purchase process on the website is carried out using the SSL protocol, thus providing both the client and HANNUN with the highest standards of confidentiality and security in communications.

          This protocol is universally supported by all major browsers and guarantees you (i) the identity of the recipient of your data (no impersonation of the seller), (ii) the confidentiality of the information provided and (iii) the integrity (non manipulation) of the information provided.

          Likewise, HANNUN states that under no circumstances does it store the data provided by users through the payment gateway, and that it is only kept while the purchase is being made, and until the withdrawal period has elapsed. In order to provide greater security to credit card owners, a three-digit number has been included on your cards that serves as an identification code to verify the physical presence of the card during Internet transactions. This three-digit number is printed on the back of your card (in the signature area), immediately after the card number. In order to prevent fraudulent transactions with credit cards, these control digits will be requested to validate the operation.

           

          5.4. Invoice

          If you need an invoice, it must be requested through the contact form, and HANNUN will issue an invoice for each shipment, which will be provided in electronic format and sent to the email address you have provided us.

           

          6. Right of withdrawal

          6.1. Withdrawal period 

          If you are contracting with Hannun as a consumer, and in the cases provided by law, you have a period of 14 calendar days from the receipt of the product to exercise your right of withdrawal. If you exercise this right, you will be entitled to a refund of the amount paid for the product, or alternatively, to a store credit for the amount of the returned product + an additional 5% to spend in our store.

          In the event that the order is received with any damage or defect, you have 48 hours from the receipt of the order to notify the incident.

          Hannun reserves the right to reject a return if all the above conditions are not met. In these cases, you will be notified by email that your order is not eligible for return, stating the respective reasons.

          The date of receipt is understood as the date of delivery of the Products by the logistics company (or the receipt of the last Product, component, or piece in the case of delivery of a Product composed of multiple components or pieces). To exercise your right of withdrawal, it will be necessary to provide the purchase receipt of the Products.

          *We are extending the return deadline so that you can bring your Christmas shopping forward. All products purchased in our online shop between 1st and 31st December can be returned until 15th January.

          Custom designs and measurements are not eligible for return unless the package has arrived damaged, and you notify us within 48 hours of receipt to report any issues.

           

          6.2 Communication

          If you intend to exercise your right of withdrawal, you must inform HANNUN within 14 days following the receipt of the Products by sending your request through the contact form. HANNUN will confirm in writing the receipt of the request and provide details on how to proceed with the return.

           

          6.3 Returns management

          HANNUN offers a return service for the Products. Return shipping costs are the responsibility of the customer.

           

          You must return the product in its original packaging or in packaging that guarantees maximum protection of the product, including all the accessories, indicating, on the packaging, the return code that we will give you. 

          The cost of returning products is calculated according to the weight of the product to be returned and the country in which it is to be collected. To calculate the final return cost, follow the procedure indicated below:

          • In the following table, select the country of origin for the return.
          • Based on the weight and measurement criteria defined for each country, select the appropriate column. The 2 criteria of the first column of each country must be met to select this column.
          • In each column, it is indicated whether the weight to be applied is the actual weight or the volumetric weight.
            • In case of volumetric weight, calculate the volume of the package to be returned: length x width x height in cm (if necessary, the package dimensions can be checked in the item description on the Hannun website).
            • Divide the result by 4000.
            • The number obtained is the volumetric weight.
            • Once the weight to consider is obtained, select the corresponding line in the table to obtain the return cost (always consider the upper range for the calculation - for example, if the weight is 29.3 kg, consider the 30 kg line):

             


            These metrics and therefore the previous table will not apply to microcement products, which, given their special characteristics, will have a return cost of 8% of the product amount for returns in Spain and 12% for returns outside the Spanish territory.


            6.4 Effects of withdrawal


            HANNUN will refund the price of the Product and the shipping costs of the initial order (but not the return shipping costs) in the event of a full return of the order. In the event of a partial return, the shipping costs of the initial order will not be refunded.

            Moreover, if you have chosen to have your initial order shipped with a surcharge (e.g. express delivery), HANNUN will not reimburse you for said surcharge. 

            When HANNUN receives the products at its facilities, it will verify the state of the products returned:

            - If the Product arrives in optimum condition and in its original state (with the return code, undamaged and with all its accessories), the refund will be made within a maximum of 14 working days following the date of your withdrawal request.

            However, except in the cases of management provided for in clause 6.3.b, HANNUN may withhold the refund until it has received the Products, or until you have provided proof of the return of the Products, whichever condition is met first.

            - If the Product arrives without the return code information, without all the accessories or with damage caused by handling other than during transport, HANNUN will assess the loss of value of the product and will inform the customer of the amount to be refunded, which will be paid within the same 14 working days.

            In order to avoid any disagreement regarding the amount to be refunded, we recommend that you take photos before the product is packed (showing the condition of the product and accessories) and once the product is packed (showing that the packaging is optimal, and the return code is indicated).  HANNUN will use the same means of payment that you used for the initial purchase, unless expressly agreed otherwise.

             

            7. Incident Resolution and Compensation Policy

             

            7.1 Incidents

            In the event of an incident, Hannun will provide the customer with various solution options, which will be subject to the type of incident in question. The customer will have the freedom to choose a single solution from those offered, according to their preferences.

            Once the customer has selected one of the solutions proposed by Hannun, they will have 48 hours to request a different modification and solution. After this period, the solution cannot be altered. However, in cases where Hannun has established solutions in good faith for incidents related to transportation or internal inventory management, the customer will retain the right to change the solution and opt for an alternative different from that established by Hannun, provided that such preference is feasible and executable by Hannun.

            It is also noted that not all solutions will be available for all incidents, so the Customer Service team will determine, after evaluating the specific case, the solutions applicable to it.

            If we do not receive a response from you within 15 days of receiving your incident report regarding the instructions to follow or the required documents, the case will be automatically closed, with no possibility of reopening or continuing the process.

            In the event that two payment methods are used in an order, the gift card will be considered the original and therefore primary method of payment. Therefore, in the case of requesting a partial refund of an order made with two payment methods, Hannun reserves the right to refund exclusively the payment made with the gift card. In the event of requesting a total refund of an order made with two payment methods, the amount paid with the gift card will be refunded back to the original gift card, while the portion paid in cash will be refunded in cash, never being able to refund in cash what was purchased with a gift card.

             

            7.2 Compensation Policy for Delays

            In case of experiencing delays in the production of products, Hannun, under its internal policies, will provide compensation in the form of a discount code applicable to your next purchase, provided that the delay exceeds 15 calendar days (in relation to the scheduled delivery date) and is not attributable to the transportation agency. This delay does not include delays caused by reasons attributable to the customer. The amount to be compensated is at the exclusive discretion of Hannun, under its internal policies.

            Any other compensation for delays requested by the customer that differs from the policy provided by Hannun will be reviewed internally. The determination of whether additional or different compensation can be provided will be the responsibility of the Customer Service team, not the customer.


              8. After-sales guarantee

              Without prejudice to the legal right of withdrawal, during a period of 3 years from the delivery of the products, HANNUN shall be liable for manufacturing defects and/or non-conformities that become apparent in the products. In this case, you shall be entitled to request the repair or replacement of the Products unless one of these two options proves impossible or, in comparison with the other remedial measure, involves disproportionate costs for the company, taking into account all the circumstances, as well as if the alternative measure could be provided without major inconvenience to the consumer or user.

              In order to enforce your rights, you must notify HANNUN of the lack of conformity within 2 months of becoming aware of it.

              Notwithstanding the above, in the event that the inadequacies or faults detected in the products are obvious or visible, the maximum period for notifying such incidents shall be forty-eight (48) hours from the reception of the product.

              Defects caused to the products by negligence, knocks, improper use or handling, incorrect installation or materials subject to wear and tear due to normal use shall not be covered by this guarantee. Nor shall this warranty cover defects or damage to the Products of RASTRO HANNUN ("Reuse Market"), which will be detailed in the description of the same, which is made on the website, therefore having full knowledge of their condition prior to purchase.

              All of the above shall be subject to the terms and conditions expressly provided for in the “Consolidated Draft of the General Law for the Protection of Consumers and Users and other complementary laws”.  ("TRLGDCU")


              9. Our responsibility
              HANNUN is not responsible for:
              • losses not attributable to any default on your part;
              • indirect or consequential losses which were not reasonably foreseeable by both parties at the time when the contract for the sale of the Products was concluded between them.

              Nothing in these Conditions limits or excludes our liability for misrepresentation, death or personal injury attributable to our negligence or wilful misconduct.

              HANNUN shall not be liable for any delay or failure to comply with its obligations under these conditions if such delay or failure is attributable to circumstances beyond our reasonable control.

              This provision does not affect your right to receive the product within a reasonable time. If the delay occurs prior to the dispatch of the Product, HANNUN will not charge you any amount for the Product until it has been sent to you, in which case you may cancel the order at any time prior to such dispatch.

               

              10. Conflict Resolution, Jurisdiction, and Applicable Law
              10.1. Internal Conflict Resolution Mechanism

              If the customer encounters any issues with the purchasing process, receives a defective product, or wishes to assert their post-sale warranty rights (see section 7), they can contact our team through the Customer Service department by calling +34 518 888 722 or sending an email to incidencias@hannun.com.

               

              10.2. External Conflict Resolution Mechanism

              If, after using HANNUN's internal conflict resolution mechanism, you are not satisfied with the solution offered, you have the option to access and use the European Online Dispute Resolution platform at the following link: https://ec.europa.eu/consumers/odr/main/?consumer-question3=N&complaintType=1&event=main.complaints.new, in accordance with Article 14 of EU Regulation No. 524/2013 of the European Parliament and of the Council, of May 21, 2013, on online dispute resolution for consumer disputes. Alternatively, you can request a complaint form directly by emailing incidencias@hannun.com.

              Through this link, consumers can fill out a form (available in all official languages of EU agencies) and attach any supporting documentation for the complaint. Once the form is completed, the platform will give you the option to:

              a) Contact the company again to try to resolve the dispute amicably by clicking "Request a solution from the company."

              The platform will notify the company of the request, and you can exchange messages through the platform's control panel. This process can last up to 90 days, and either party can withdraw from direct conservation at any time. If an amicable solution is not reached, the consumer can then:

              b) Entrust a dispute resolution body to resolve the dispute by clicking "Use a dispute resolution body."

              The platform will notify the company of the request, and the company must propose a list of dispute resolution bodies. Both parties will have 30 days to agree on the resolution body that will handle their case and resolve the dispute. If this is the case, the applicable rules will be those of the dispute resolution body mutually agreed upon by the parties.

              However, if within the aforementioned 30-day period there is no alternative agreement on the body to resolve the dispute or complaint regarding the online sale, the case will be closed on the platform, and the consumer will receive information about other conflict resolution tools that may be available to them.

               

              10.3. Legal Claim

              If, nevertheless, it has not been possible to reach an agreement and/or satisfy you with our responses, you may proceed to file a claim through the judicial system.

              Furthermore, in the event of any dispute within the judicial scope, it is agreed to submit to the non-exclusive jurisdiction of the courts of the city of Barcelona (Spain).

               

              10.3.1. Applicable Law

              In any case, these Terms and Conditions shall be governed and interpreted in accordance with Spanish legislation, expressly excluding the application of the United Nations Convention on Contracts for the International Sale of Goods.



              11. Modification of the conditions of sale

              We reserve the right to make changes to our website, our policies and these Conditions of Sale at any time.

              You will be bound by the terms and conditions, policies and Conditions of Sale in force at the time you place your order, unless a change to those terms and conditions, policies or these Conditions of Sale is required by law or public authority (in which case, such changes may apply to any orders you have previously placed).

              If any of these conditions is declared invalid, null or void or for any reason whatsoever ineffective, such condition shall be deemed to be excluded without such declaration affecting the validity and enforceability of the remaining conditions.


              12. Disclaimer

              In the event of your failure to comply with these Conditions, and even though HANNUN may decide not to exercise any rights available to it at that time, HANNUN may make use of such rights and actions on any other occasion where you may fail to comply with these Conditions of Sale.

               

              13. Our contact information

              Our contact details are as follows:

              HANNUN S.L.

              Carrer de la Conca de Barberà, 18 (Polígono Pla de la Bruguera) 08211 - Castellar del Vallès, Barcelona

               

              14. Language

              In case of discrepancy between the Spanish version of this text and other existing versions on our website, the Spanish version will prevail.