Refund policy
Returns and Refund Policy
Our commitment to you
Your satisfaction comes first. If for any reason your order doesn't meet your expectations, we're here to find the best solution. Below we explain how everything works, clearly and simply.
1. Standard returns
In accordance with current legislation (Royal Legislative Decree 1/2007) and European consumer law, you have 14 calendar days from receiving your order to request a return, with no need to give a reason.
To start a return, email us at info@hanalima.es within that period. Returns will not be accepted without a prior request.
Conditions:
- The product must be unused, in perfect condition and with its original packaging and tags.
- You will need the receipt or proof of purchase.
- Return shipping costs are paid by the customer (we inform you of this in advance, as required by law).
How do I send it back?
| Option | Cost | How it works |
|---|---|---|
| Correos (Spain and Portugal) | 4,50 € | We email you the label. You take it to your nearest post office. The amount is deducted from your refund. |
| Your own courier | Variable | Must include a tracking number. |
Returns from outside mainland Spain:
- 🇩🇪 Germany: 9,95 € (InPost)
- 🇫🇷 France: 5,95 € (InPost)
2. Refunds
Once we receive the product and check its condition, we will let you know whether your refund has been approved.
- If approved, we will refund the price of the product within a maximum of 10 working days to your original payment method, excluding the original shipping costs and return costs.
- Please note that your bank or card issuer may take a few additional days to process the credit.
If more than 15 working days have passed since we approved your return and you have not received your refund, email us at info@hanalima.es.
3. Exchanges
Want to swap your piece for another design? No problem.
- Email us within 14 calendar days of receiving your order.
- The product must be unused and in its original packaging.
- You can choose any design available in our shop.
- If there is a price difference, it will be settled with an additional payment or a partial refund.
Exchange cost: 7,70 € (includes collection of the item and shipping of the new one).
Payment method: Bizum or bank transfer (we will send you the details by email).
4. Damaged, defective or incorrect items
Please check your order as soon as you receive it. If you have received a defective, damaged or incorrect item, contact us immediately at info@hanalima.es with photos of the problem and a short description so that we can assess it and sort it out.
If we confirm that it is a manufacturing or shipping error, we cover all costs and send you a new piece at no additional cost.
💡 Hanalima products come with a 3-year legal guarantee in accordance with current European regulations.
5. Exceptions: non-returnable items
Returns are not accepted in the following cases:
- Personalised products or products made to measure on specific request.
- Products that have been used, handled or returned without their original packaging.
- Gift cards.
Small variations that are part of the handmade process do not constitute a defect and are not grounds for a return.
6. Discounted or promotional purchases
For orders with promotions such as "2nd item discounted":
- If you return only one of the products within the legal period, the price of the one you keep will be recalculated.
- The refund will be adjusted to reflect the actual individual price of each piece.
Example: You buy product A at full price and product B with a 40% discount. If you return product A, product B goes back to its original price and the refund will be calculated accordingly.
7. Re-shipping due to incorrect address or absence
If your order is returned to sender due to an incorrect address or repeated absence at the delivery address, the re-shipping cost is 3,95 €, paid by the customer.
⚠️ If the parcel is lost because of an error in the address you gave us, we will not be able to issue a refund. Always check your details before completing your order.
8. Delays and lost orders
- Occasional delays do not entitle you to a cancellation or compensation.
- If your order has not been delivered after 30 calendar days, we will consider it lost and will re-send or refund it at no additional cost.
🧾 Payment methods for associated costs
- Bizum
- Bank transfer (we will give you the details when handling your request)
📩 Any questions or need help?
Email us at info@hanalima.es. We handle every case personally and will reply as soon as possible.