RETURNS

All products must be returned in a new and unused state, in perfect condition, and in all original packaging. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.

For example, we may make a reduction in the following circumstances: 

• the product(s) have been used, worn, damaged or washed
• you have not returned any packaging which is considered an integral part of a product  
  
  You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense.
  

We do not reimburse shipping or return postage on returns, unless this is due to our own error or items are faulty.

We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the closure of your HANRO account or future orders being refused.

Due to the impact of frequent returns on our business, we reserve the right to charge a fee for customers who repeatedly return items. If a customer has a history of excessive returns, we may deduct a reasonable amount from their refund to cover processing costs.

If this applies to your account, we will be in touch. 

Our current courier, DPD, use third-party couriers internationally outside of the EU. Unfortunately we do not have direct contact with these third-party couriers so all queries will be reported directly to DPD who will then proceed to resolve. 

If your parcel is returned to consignor as it is undeliverable for whatever reason, we are only able to issue you with a refund for the goods returned (excluding shipping charges) once we physically have received the stock in our warehouse. We are not responsible for the length of time this may take but will keep you updated with the progress. 

We do not offer exchanges - if there is an alternative item you'd like, please call us on 01580 241 111 to check availability and to place a new order. Items can sell out quickly, so please contact us promptly to avoid disappointment. If you request an exchange, please note that you will be automatically issued with a refund and notified once this is completed.