RETURNS & EXCHANGES
How to return or exchange an item
We offer you 14 days from the date of receipt of the product to request its return or exchange. Once eligible for a return or exchange, we will collect the items free of charge at the address you provide. To arrange your exchange or return, contact us by email or phone. Please read our return and exchange policy carefully to ensure that the items are eligible for return.
Refund, exchange, and return policy
To be eligible for refunds, exchanges, or returns, your item must be in the original packaging, new, unused, and in the same condition you received it. Make sure it is intact and retains its original tags and any documents, such as instructions, features, or any other documentation received with it. You must also include the receipt or proof of purchase. The item will be sent back exclusively by CTT, MRW, or TYPSA using the same shipping address from which the product was sent to you.
Unfortunately, we cannot grant a refund or exchange for items returned after 14 days of receipt, damaged, missing parts, or not in their original packaging or condition. Returns cannot be made when the sold products have been used, soiled, or damaged, nor when the purchased item was custom-made, by size, or with the customer's special measurements.We do not accept returns or exchanges of products classified as non-returnable items. There are non-returnable products exempt from being returned for hygiene or other reasons, such as health and personal care items, earrings, swimwear, underwear, gift cards, custom-made products, magazines, Pre-order items, sanitary products, optical products, liquids, and hygienic items such as masks.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received the returned item. We will also inform you of the approval or rejection of your refund.
If your refund is approved, it will then be processed, and the credit amount will be automatically applied to your credit card or original payment method within 14 days.
Late or lost refunds (if applicable)
It can take up to 15 business days from when you deliver the package until you receive the refund amount. If after this time and verifying your bank account you still have not received the refund, please:
- -Contact your credit card company, sometimes refunds take some time to appear officially.
- -Contact your bank. It is common for some time to pass before your institution officially makes the refund visible.
If you have followed all the previous steps and after 15 days you still have not received the refund, please contact us at SHOP-SERVICE@HANNIBALLAGUNA.COM.
Items with discounts and promotions (if applicable)
Only items with regular prices can be refunded, unfortunately discounted products cannot be refunded.
Exchanges (if applicable)
We only replace items that are defective or damaged. If you need to exchange it for the same item, send us an email at SHOP-SERVICE@HANNIBALLAGUNA.COM so that we can inform you of the full terms to ship your item and the delivery address.
Gifts (for returnable items)If the item was marked as a gift when purchased and sent directly to you, you will receive a gift credit for the value of the return. Once we receive the item, a gift certificate will be sent to you.
If the item was not marked as a gift when purchased, or the gift was sent to the buyer to deliver to you later, we will send a refund to the buyer and they will know about the return.Send us an email at SHOP-SERVICE@HANNIBALLAGUNA.COM so that we can inform you of the full terms to ship your item and the delivery address.
Return shipping
To return the product, send us an email at SHOP-SERVICE@HANNIBALLAGUNA.COM so that we can inform you of the full return terms. The product will be sent back exclusively by CTT, MRW, or TYPSA using the same shipping address from which the product was sent to you. HANNIBALLAGUNA.COM will pay its own shipping costs for the return of your item. Shipping costs are non-refundable. If you receive a refund, the cost of the return shipping will be deducted from your refund.
The customer/buyer is responsible for the shipping payment costs for the return of items. Shipping costs are non-refundable. If you are resending a product, you should consider using a secure shipping service that provides you with a tracking number, which will serve as reliable proof of having sent the product. We cannot guarantee receipt of the return.
Information about damaged packages and defective items
We are very sorry if any of your items did not arrive in perfect condition. If any anomaly is detected after inspecting the product, you must inform us within two days of receipt. Please contact us immediately at the email: SHOP-SERVICE@HANNIBALLAGUNA.COM or contact us directly via WhatsApp through the customer service phone +34 683.10.73.18. As soon as you contact us, we will send you a form that you must fill out with all the information about the defect the item presents. Please remember that you have a maximum of 48 hours to inform us and that it is very important to complete this procedure so that we can process your request as soon as possible, otherwise, we will not be able to accept any returns.
HANNIBALLAGUNA.COM will not be responsible for the costs and expenses, direct or indirect, of those returns that do not follow the procedure established in the form that will be sent to the customer by e-mail after their request.