How to return or exchange an item

We offer you 14 days from the date of receipt of the product to request a return or exchange. After you are eligible for a return or exchange, we will collect the items free of charge at the address you provide. To organize your change 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 that you received it. Make sure that it is intact and keep its original labels and any documents, such as instructions, characteristics or any other documentation received with it. You must also accompany the receipt or proof of purchase. The item will be sent back exclusively by MRW or TYPSA and using the same address where the product was sent as the shipping address.

Unfortunately we are unable to issue a refund or exchange for items returned more than 14 days after receipt, damaged, missing parts, or not in their original packaging or condition. Returns cannot be made when the products sold have been used, soiled or deteriorated, nor when the purchased item has been made to measure, by size or with the customer's special measurements.

We do not accept returns or exchanges for products classified as non-returnable items. There are non-returnable products that cannot be returned for hygiene or other reasons, such as health and personal care items, earrings, bathing suits, underwear, gift cards, custom-made products, magazines, Pre-order items, sanitary items, optical items, 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 your returned item. We will also notify you of the approval or rejection of your refund.

If your refund is approved, then your refund will be processed, and the credit amount will automatically be applied to your credit card or original method of payment, within 14 days.

Late or missing refunds (if applicable)

It may take up to 15 working days from when you deliver the package until you receive the refund of the amount. If after this time and verifying your bank account you still have not received your refund, please:

  • -Contact your credit card company, sometimes refunds take some time to appear officially.
  • -Contact your bank. It often takes some time before your entity makes the refund officially visible.

If you have followed all the steps above 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 regular priced items can be refunded, unfortunately discounted items cannot be refunded.

Changes (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 to SHOP-SERVICE@HANNIBALLAGUNA.COM so that we can inform you of the complete terms for shipping your item and the delivery address.

Gifts (for returnable items)

If the item was marked as a gift when purchased and shipped 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 for later delivery, we will send the buyer a refund and they will know about the return.

Send us an email to SHOP-SERVICE@HANNIBALLAGUNA.COM so that we inform you of the complete terms to send your item and the delivery address.

Return shipping

To return the product, send us an email to SHOP-SERVICE@HANNIBALLAGUNA.COM so that we inform you of the complete terms of return. The product will be sent back exclusively by MRW or TYPSA and using the same address from which the product was sent as the shipping address. HANNIBALLAGUNA.COM will pay its own shipping costs for the return of your item. Shipping costs are not refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

The client/buyer is responsible for the payments-shipping costs for the return of items. Shipping costs are not refundable. If you are reshipping an item, you should consider using a secure shipping service that provides you with a tracking number, which will serve as reliable proof that the item was shipped. 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 reach you in perfect condition. If, once the product has been reviewed, any anomaly is detected, you must notify us within two days of receipt. Please contact us immediately by email: SHOP-SERVICE@HANNIBALLAGUNA.COM or contact us directly by WhatsApp through the customer service phone number +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 in the item. Please remember that you have a maximum of 48 hours to inform us and that it is very important to carry out this procedure so that we can process your request as soon as possible, otherwise we will not be able to accept any return.

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 client by e-mail after their request.