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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.
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.
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 us through our contact form 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.
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.
4.1. Cost of transport
The cost of shipping the Product to your home depends on the quantity, weight and delivery zone. This cost will be clearly identified on the website at the time of confirming the purchase of the Product.
For shipments within the European Union, the shipping price includes all associated costs, including customs duties and applicable taxes.
For shipments outside the European Union, Hannun shall bear the cost of carriage and general customs charges known at the time of shipment. However, any additional costs resulting from specifications beyond Hannun's control (such as local restrictions, additional duties or taxes specific to the destination country) shall be borne by the customer.
Shipping costs will not be reimbursed for returns made under the right of withdrawal or for reasons of the customer's own that are beyond Hannun's responsibility. In such cases, Hannun shall offer the collection service according to the rates available under point 6.
No reimbursement of shipping costs will be made for partial returns. In order for shipping costs to be reimbursed for reasons attributable to Hannun, the return of the entire order must be processed.
4.2. Delivery
HANNUN undertakes to deliver the Product you have purchased to the address indicated on the order form as soon as possible. The delivery time will be confirmed in the purchase confirmation email mentioned in section 3.2 of these General Terms and Conditions.
All our Products leave our premises with the packaging in perfect condition. We recommend that you always check that the goods have been delivered in perfect condition. If you notice any damage to the packaging, it is advisable to note ‘damaged packaging’ or similar on the carrier's delivery note, so that you can make a claim at a later date. Otherwise, it will be understood that the product has been received in adequate conditions.
In the event that a shipment cannot be delivered due to the absence of the customer, incorrect data provided for delivery, lack of response from the customer or other circumstances attributable to the customer, we understand that the customer waives the right to receive his product, thus exercising his right of withdrawal, with all its effects. In these cases, the initial shipping costs will not be refunded, and the return costs associated with the withdrawal will be deducted from the amount to be refunded.
If you receive a defective product, you have a period of 48 hours from receipt to report the incident to Hannun, either due to production defects or damage occurring during transport. In order to guarantee the quality, we kindly ask you to attach a photograph of the product defect to the return request.
No claims will be accepted after 48 hours.
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
If you place an order to be delivered to a country or territory outside the European Union, Hannun shall bear the cost of transport and general customs charges known at the time of shipment. However, any additional costs due to the payment of customs duties, tariffs or taxes specific to the destination country, arising from local specifications or restrictions beyond Hannun's control, shall be borne by you.
As the purchaser and importer of the Products, you shall comply with all applicable laws and regulations in your country. HANNUN has no control over such additional costs and it is not possible to anticipate their amount. We therefore advise you to contact the relevant customs office for information on import restrictions applicable to certain products. Failure to pay import duties may result in the goods being held at customs, and no refunds will be accepted in such cases.
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 of non-EU countries shall be exempt from VAT and subject to payment of the applicable import tax. Customs clearance costs and import taxes are included in the price of the Product and in the shipping price.
In general, any taxes, duties, taxes and brokerage fees incurred as a result of the purchase and sale of the Product, as well as any other expenses arising therefrom, shall be for your account.
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 an invoice is required, it must be requested via the contact form and HANNUN will issue an invoice for each shipment, which will be provided in electronic format and will be sent to the email address you have provided. We can only send the invoice with the tax information provided at the time of purchase, with no possibility to change these details (such as changing from natural person to company or adding VAT/tax ID) once the invoices have already been declared.
6. Right of withdrawal
6.1. Withdrawal period
If you are contracting with Hannun as a consumer or user, and in the cases provided for by law, you have a period of 14 calendar days from receipt of the product to exercise your right of withdrawal. In the event that you exercise this right, you will be entitled to a refund of the amount paid for the product, or to a purchase voucher for the amount of the returned product + an additional 5% to spend in our shop, deducting the return costs associated with the right of withdrawal.
In order to exercise the right of withdrawal, the product must be returned in perfect condition and properly packaged with the original labels. Once 14 calendar days have elapsed since the purchase of the product without having informed Hannun of the exercise of the right of withdrawal, the right of withdrawal may no longer be exercised.
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 refuse a return if all the above conditions are not met. In these cases, you will be notified by e-mail that your order is not returnable, indicating the respective reasons.
The date of receipt is understood to be the date of delivery of the Products by the logistics company (or the date of receipt of the last Product, component or part in case of delivery of a Product composed of multiple components or parts). In order to be able 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
You will be able to manage the return yourself or resort to HANNUN's service.
a/ Independent management
In the case of managing the return yourself, you must return the Products to HANNUN or to any other person designated by HANNUN at the address indicated below, without undue delay, and always within five (5) calendar days following the confirmation of the request we will have sent you.
Address: HANNUN Carrer de la Conca de Barberà, 18 08211 Castellar del Vallès, Barcelona
It is essential that you return the product in its original packaging or other packaging that guarantees maximum protection of the product, including all accessories and indicating, on the packaging, the return code that we will indicate.
If you choose the independent management option, you will fully and exclusively assume the return costs of the Products. Hannun is not responsible for damage or loss of the product during transport, so we recommend taking out insurance that covers these possible incidents. In case of receiving the damaged product or not receiving the product, we will not be able to refund the amount.
b/ HANNUN offers a product return service. Return shipping costs are borne by the customer.
It is essential that you return the product in its original packaging or other packaging that ensures maximum protection of the product, including all accessories and indicating, on the packaging, the return code that we will provide you.
The costs of returning products are calculated on the basis of the price of the product, according to the table below. Neither the shipping costs paid in the original order nor the discounts applied through coupons will be taken into account for this calculation. Only the reduced price will be taken into account for those products for which a discount has already been applied on the website.
|
ES |
Up to 199 € |
15% |
|
ES |
200 € or more |
10% |
|
INT |
Up to 199 € |
20% |
|
INT |
200 € or more |
15% |
These return costs will be deducted from your final refund. For example, if the return takes place in Spain and the price of the product is €180, the cost of the return will be €27, so your refund will be €153.
Regardless of the return management method chosen by the customer, items returned incomplete, damaged, or without the necessary information for their correct treatment will not be fully refunded. The corresponding refund will be determined by HANNUN, as set out in clause 6.4 below.
6.4 Effects of withdrawal
HANNUN will refund the price of the product, minus the return costs, which will not be refunded, as well as the shipping costs of the initial order. In case of a partial return, the proportional shipping costs of the initial order will not be refunded either.
In addition, if you have chosen to have your initial order shipped with a surcharge (e.g. express courier), HANNUNUN will not reimburse this surcharge.
Upon receipt of the Products at its premises, HANNUNUN will check the condition of the returned Products:
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")
- 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.
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 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.
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.
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
In case of discrepancy between the Spanish version of this text and other existing versions on our website, the Spanish version will prevail.