Terms of service
These General Conditions of Sale (the "Conditions") apply to the sale of all HANNUN products.
Please read these terms and conditions carefully before placing your order with HANNUN S.A. ("HANNUNUN"), as by placing your order you agree to be bound by these terms and conditions.
1. General Terms and Conditions
Registration with HANNUN is free of charge. You will have access to your personal data by means of a password and you can change your 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 HANNUNUN will have access to the data and will be subject to our PRIVACY POLICY.
2. Information prior to contracting
These general contracting conditions together, if applicable, with the particular conditions that may be established, will expressly regulate the relations that arise between HANNUN S.A., 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 A67120683, registered in the Mercantile Registry of Barcelona, volume 46189, folio 171, page B-512434 and the Customers who contract the Products offered through the Web page:
https://hannun.com/
These General Conditions have been prepared in accordance with the provisions of the Spanish legal system, specifically Law 34/2002 on Information Society Services and Electronic Commerce, Law 7/1998 on General Contracting Conditions, Royal Legislative Decree 1/2007, of November 16, approving the revised text of the General Law for the Defense of Consumers and Users and other complementary laws, Law 3/2014, of 27 March, which amends the rewritten text of the General Law for the Defense 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 purchase of HANNUN products, the characteristics of which are described on the HANNUN website, hereinafter referred to as the "Products", implies the Customer's acceptance, without reservations of any kind, of each and every one of these General Conditions, as well as the Special Conditions that, if applicable, govern the purchase.
HANNUN informs that the procedures for purchasing the Products are those described in these General Conditions, as well as any other specific procedures that may be indicated on screen while browsing our website, so that the Client declares that he/she is aware of and accepts these procedures as necessary to access the Products offered on the website.
The Products offered on the Web page, together with their characteristics and price will appear on the screen. We try to show as accurately as possible the physical characteristics of the Products, but it should be borne in mind that the quality, configuration and resolution of the computer monitor, may influence the perception of colors, so there may be some slight color difference between the actual product and the one reflected on the screen.
The Products offered on RASTRO HANNUN are products that we have used in showrooms, prototypes or products that have been returned, have some damage or are slightly damaged, which are sold at a lower price with the discounts that are advertised on screen. RASTRO HANNUN Products are subject to the same conditions of sale as any other Product, including the right of withdrawal and the after-sales warranty, in this case under the terms set out in condition 7. However, RASTRO HANNUN Products are unique and we cannot replace them, so in case of return we will refund you the price of the product under the terms set out in condition 6.2.
Whilst we endeavour to ensure that the information on our website is complete, sometimes the packaging and materials of the Products may contain additional or different information to that which appears on our website. Components may also change. We recommend that you do not stop to read only the information available on our website but also carefully read the labeling, warnings and instructions accompanying the product before use.
HANNUNUN reserves the right to decide from time to time which Products it offers to Customers through its website. Thus, HANNUNUN may at any time include new products or modify those included on the Web site, it being understood, unless otherwise stipulated, that such Products shall be governed by the provisions of the General Terms and Conditions in force at that time. Likewise, HANNUN reserves the right to stop providing access, at any time and without prior notice, to any of the Products offered on the Web site.
Customizations
Customizations are only possible for microcement products. If you are interested, please contact tienda@hannun.com and let us know your needs. We will consult with our craftsman if the requested customization is possible, and its corresponding price. Please note that custom design can take between 20-25 business days to complete, depending on volume. It is a slower process than buying from our main collection, but we believe it is worth the wait for something completely unique. As this is a one-of-a-kind product created especially for you, it cannot be exchanged or returned.
3. Purchase procedure
3.1 Registration
In order to purchase the Products, HANNUN requests that you register, for which you must be of legal age (18 years old), and you must complete the forms that appear on the screen and specifically: (i) complete the electronic form that appears on the Web page at any given time, following the instructions indicated therein; (ii) click on the "ACCEPT PRIVACY POLICY" icon/button; and (iii) receive the registration confirmation in your e-mail account.
The login and password provided to HANNUN are elements that identify and enable you to access and make the purchase and are personal and non-transferable. The login cannot be modified, but the password can be modified, in which case the modified passwords will lose their validity.
4. Transport and delivery
4.1 Price of transport
The price of transportation of the Product to your home depends on the quantity, weight and shipping zone. The same will be identified on the website at the time of confirming the purchase of the Product.
For areas outside mainland Spain are included the destination customs charges and taxes of the area.
In case of return of the Product, the price of the transport will be also conditioned according to the quantity, weight and the zone of shipment. Notwithstanding the above, if the return is due to a defect of the Product or any other cause attributable to Hannun, Hannun shall reimburse the transport costs corresponding to the return, as mentioned in clause 6.3.
4.2 Delivery
HANNUN undertakes to deliver the Product you have purchased as soon as possible to the address you have indicated on the order form. The delivery time will be indicated in the order confirmation email provided for in section 3.2 of these General Terms and Conditions.
All our Products leave our facilities with the packaging in perfect condition. You should always check that the goods have been delivered in perfect condition and it is recommended to note on the delivery note of the carrier "damaged packaging" or similar to be able to claim later, otherwise the carrier assumes receipt of the product.
Remember that you have a maximum period of 48h* from the reception of the order to notify us of any incident. Write to us at tienda@hannun.com and we will be happy to attend to your case. It is essential that you keep the original packaging and take pictures of how the product has arrived at your home so that we can claim the insurance of the transport company. In this way, once the insurance claim has been resolved, we will be able to send you a new product and remove the damaged one.
*No claims will be accepted after 48 hours.
4.3. Delivery times
The delivery times of the Products, in working days, except for transport problems beyond HANNUN's control, are those that will be confirmed in the message confirming receipt of your order.
HANNUNUN will make its best efforts to ensure that these deadlines are met, but any delay, due to transport problems beyond HANNUNUN's control, will not result in the cancellation of the order or in any compensation.
4.4. Deliveries outside the EU territory
When placing an order to be delivered in a country or territory outside the European Union, you may have to pay import duties and taxes upon arrival at destination. This is because you will be considered the importer of the Products and must comply with all applicable laws and regulations in your country.
Any additional expenses due to the payment of customs duties and/or tariffs shall be borne by you. HANNUN has no control over such charges and therefore it is not possible to anticipate their amount. Since customs policies vary significantly from country to country, we advise you to contact the relevant customs office for information on import restrictions that apply to certain products. In case of non-payment of import duties, the goods may be held at customs. In such a case, no refunds will be accepted.
5. Price and method of payment
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 in non-EU countries will be exempt from VAT and subject to payment of import tax if applicable. The costs of customs clearance and import taxes are not included in the price of the Product or in the shipping and therefore must be paid at destination.
In general, any taxes, fees, duties, taxes and brokerage that accrue as a result of the 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. Method of payment
At the time you add the Product to the 'Shopping Cart' screen will display the amount of the product with VAT or, if the purchase was exempt from VAT, such exemption will be automatically provided from the personal data entered by you, once you have confirmed the order. The payment of the price of the purchased Product and the shipping costs, which will appear on the screen, can be made either by credit or debit card, PayPal or payment through Klarna. 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 case of payment by credit or debit card: a) type of card; b) name and surname of the cardholder; c) card number; c) expiration date; d) as well as any other information required on the screen.
As an electronic payment system, HANNUNUN has installed an e-commerce payment gateway contracted with a bank. All data provided for this purpose are encrypted to ensure maximum security.
In order to offer you Klarna's payment methods, we may pass on to Klarna your personal data in the form of contact as well as order details in the payment process, in order for Klarna to assess whether you qualify for its payment methods and also to adapt the means of payment available to you. Your transferred personal data is processed in accordance with Klarna's privacy notice.
5.3. SSL Protocol
The browsing and purchasing process on the website is carried out using the SSL protocol, thus providing both the customer and HANNUNUN with the highest standards of confidentiality and security in communications.
This protocol is universally supported by the main browsers and guarantees (i) the identity of the receiver of your data (no impersonation of the seller), (ii) the confidentiality of the information provided and (iii) the integrity (no manipulation) of the information provided.
Likewise, HANNUN declares 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, the payment 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 following the card number. In order to prevent fraudulent credit card transactions, these check digits will be requested to validate the transaction.
5.4. Invoice
If an invoice is required, it should be requested to tienda@hannun.com 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.
6. Right of withdrawal
6.1 Withdrawal period
You have a period of fourteen (14) calendar days from the receipt of the Products to exercise your right of withdrawal, either in full or in part, in accordance with the current legal conditions described in the Consumer Code, without having to justify any reason or pay penalties.
In the event that the order is received with any damage or defect, you have 48 hours from the receipt to report the incident.
The date of receipt is understood as the date of delivery of the Products by the logistics company (or the receipt of the last Product, component, or piece in the case of delivery of a Product composed of multiple components or pieces). In order to exercise your right of withdrawal, it will be necessary for you to provide proof of purchase of the Products.
*We extend the return period so you can make your Christmas purchases in advance. All products purchased in our online store between December 1st and December 31st can be returned until January 15th.
Customized designs and measurements are not eligible for return unless the package has arrived damaged and you notify us within 48 hours of its receipt to report any incidents.
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 to the following email address:
tienda@hannun.com HANNUN will confirm the receipt of the request in writing and provide details on how to proceed with the return.
6.3 Return management
You can manage the return yourself or use HANNUN's service.
a/ Independent management
If you choose to manage the return yourself, you must return the Products to HANNUN or 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 that we will have sent you.
b/ HANNUN offers a product return service. The customer is responsible for the return shipping costs.
Return 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 another packaging that ensures maximum protection of the product, including all accessories, and indicate the return code we will provide you on the packaging.
If you choose the independent management option, you will assume full and exclusive responsibility for the return shipping costs of the Products. Hannun is not responsible for any damage or loss of the product during transportation, so we recommend that you purchase insurance to cover these possible incidents. If you receive a damaged product or do not receive the product, we will not be able to refund the amount.
The return shipping costs are calculated based on the weight of the product to be returned and the country where it will be collected. To determine the final return cost, follow the procedure below:
- Calculate the volume of the package to be returned: length x width x height in cm (if necessary, you can check the measurements of the package in the item description on the Hannun website).
- Divide the result by 4500.
- The number obtained is the volumetric weight, which allows you to calculate the cost according to the following table (always consider the upper range for the calculation - for example, if the volumetric weight is 29 kg, you should consider the 30 kg line):
The following metrics and the previous table will not apply to microcement products due to their special characteristics. The return cost for microcement products will be €50 (excluding VAT) for returns within Spain and €90 (excluding VAT) for returns outside Spanish territory.
If you wish to replace the product with another of the same value, a 50% discount will be applied to the return logistics costs.
Regardless of the chosen return management option, incomplete, damaged, or improperly labeled returned items will not be fully refunded. The corresponding refund will be determined by HANNUN, as stated in the following clause 6.4.
6.4 Effects of withdrawal
HANNUN will refund you the price of the Product and the shipping costs of the initial order (excluding the return costs) in case of a complete return of the order. In the case of a partial return, the shipping costs of the initial order will not be refunded.
Furthermore, if you chose the initial order shipping with an additional payment (e.g., express delivery), HANNUN will not refund that supplement.
Upon receipt of the returned Products at their facilities, HANNUN will verify the condition of the returned Products:
- If the Product arrives in optimal condition and in its original state (with the return code, undamaged, and with all its accessories), the refund will be made within a maximum period of 14 business days from the date of your withdrawal request.
However, except in the management cases provided in clause 6.3.b, HANNUN may withhold the refund until the Products are received, 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 damages caused by handling unrelated to transportation, HANNUN will assess the loss of value of the product and communicate to the customer the refund amount, which will be effective within the same period of 14 business days.
To avoid any disagreement regarding the amount to be refunded, we recommend taking photos before packing the product (showing the condition of the product and its accessories) and after packing the product (showing that the packaging is in optimal condition and the return code is marked). HANNUN will use the same payment method you used for the initial purchase, unless another method is expressly agreed upon.
7. After-sales guarantee
Without prejudice to the legal right of withdrawal, for a period of 3 years from the delivery of the Products, HANNUN will be responsible for any manufacturing defects and/or lack of conformity that may arise. In this case, you will have the right to request the repair or replacement of the Products, unless one of these two options is impossible or, compared to the other corrective measure, it would entail disproportionate costs for the business, taking into account all circumstances, as well as if the alternative corrective measure could be provided without significant inconvenience to the consumer.
In order to enforce your rights, you must notify HANNUN of the lack of conformity within 2 months from the date you became aware of it.
However, in the event that the defects detected in the Products are obvious or visible, the maximum period to report such incidents shall be forty-eight (48) hours from the receipt of the Product.
This warranty does not cover defects caused in the products by negligence, impacts, improper use or handling, incorrect installation, or materials subject to normal wear and tear. Also, this warranty does not cover any flaws or damages that the Products from the HANNUN RASTRO ("Reuse Market") may have, which will be detailed in the description provided on the website, thus acknowledging their condition prior to purchase.
All of the above is subject to the terms and conditions expressly provided in the Consolidated Text of the General Law for the Protection of Consumers and Users ("TRLGDCU").
8. Our liability
HANNUN shall not be liable for:
- Losses that were not attributable to any breach on our part.
- Indirect or consequential losses that were not reasonably foreseeable by both parties at the time the sales contract for the Products was concluded.
Nothing in these Conditions limits or excludes our liability in case of fraud, or for death or personal injury caused by our negligence or willful misconduct.
HANNUN shall not be responsible for any delay or failure to fulfill its obligations arising from 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 frame. If the delay occurs prior to the shipment of the Product, HANNUN will not charge you any amount for said Product until it has been dispatched. In such a case, you may cancel the order at any time prior to the shipment.
9. Dispute Resolution, Jurisdiction, and Applicable Law
9.1. Internal Mechanism for Dispute Resolution
If the customer has any issues with the purchasing process, received defective products, or wishes to enforce their after-sales warranty rights (see section 7), they can contact our team through the Customer Service department by calling +34 518 888 722 or sending an email to incidencias@hannun.com.
9.2. External Mechanism for Dispute Resolution
If, after utilizing HANNUN's internal mechanism for dispute resolution, you are not satisfied with the solution offered, we provide the following link where you can access and use the European platform for online dispute resolution in consumer matters: 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, dated May 21, 2013, on online dispute resolution for consumer disputes.
Through this link, consumers can fill out a form (available in all official languages of EU institutions) and attach any supporting documentation for their complaint. Once the form is completed, the platform will offer the option to:
a) Contact the company again to attempt an amicable resolution to the dispute 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 mediation at any time. If an amicable resolution is not reached, the consumer can proceed to the next step:
b) Engage a dispute resolution body to resolve the dispute by clicking "Use a dispute resolution body."
The platform will notify the company, which must propose a list of dispute resolution bodies. Both parties will have 30 days to reach an agreement on the resolution body that will handle the case and resolve the dispute. If an agreement is reached, the applicable rules will be those of the mutually agreed-upon dispute resolution body.
However, if within the aforementioned 30-day period there is no alternative agreement regarding the body that should resolve the dispute or claim related to online sales, the case will be closed on the platform, and the consumer will receive information about other available tools for dispute resolution.
9.3. Judicial Claim
If, despite these efforts, an agreement cannot be reached and/or you are not satisfied with our responses, you may proceed to file a claim through the legal system.
Moreover, for any disputes brought before a court, we agree to submit to the non-exclusive jurisdiction of the courts of the city of Barcelona, Spain.
9.3.1. Applicable Law
In any case, these Conditions shall be governed and interpreted in accordance with Spanish law, expressly excluding the application of the United Nations Convention on Contracts for the International Sale of Goods.
10. Modification of the sales conditions
We reserve the right to make changes to our website, policies, and these Sales Conditions at any time.
You will be subject to the terms and conditions, policies, and Sales Conditions in effect at the time you place your order, unless, by law or at the requirement of public authorities, changes must be made to such terms and conditions, policies, or these Sales Conditions (in which case, such changes may apply to any orders you have previously placed).
If any of these conditions is deemed invalid, void, or for any reason unenforceable, that condition shall be deemed excluded without affecting the validity or enforceability of the remaining conditions.
11. Waiver
In the event of your breach of these Conditions, even if HANNUN may decide not to exercise any rights available at that time, HANNUN may still use such rights and actions on any other occasion in which you may breach these Sales Conditions.
12. Our contact information
Our contact information is as follows:
HANNUN S.A.
Carrer de la Conca de Barberà, 18
08211 Castellar del Vallès, Barcelona
Email: tienda@hannun.com
13. Language
In case of discrepancy between the Spanish version of this text and other versions available on our website, the Spanish version shall prevail.