Refund policy
Right of Withdrawal
Refund & Returns Policy
This return and withdrawal policy applies to orders placed through our online shop. HANOWA AG is a company incorporated in Switzerland with its registered office in Switzerland and sells products worldwide. Customers residing in the European Union are additionally entitled to mandatory consumer protection rights under the Consumer Rights Directive 2011/83/EU.
Returns
We offer a 14-day return period, meaning you have 14 days after receiving your item to request a return. If the item is not returned within this period, we reserve the right to refuse the return, unless mandatory legal consumer rights apply.
To be eligible for a return, your item should, as far as possible, be in the same condition in which you received it – unworn or unused, with tags and, if possible, in the original packaging. You must also provide the receipt or proof of purchase.
To start a return, please contact us at:
Info@hanowa.ch
Returns must be sent to the following address:
HANOWA AG
Industriestrasse 5
4313 Möhlin
Switzerland
Once your return is approved, we will provide instructions on how and where to send your package. Items sent back without prior notice may not be accepted.
If you have questions about a return, you can contact us anytime at Info@hanowa.ch.
Damages and Issues
Please check your order immediately upon receipt and contact us promptly if the item is defective, damaged, or incorrect. We will review the issue and provide an appropriate solution.
Exceptions / Non-returnable Items
Certain items are excluded from returns to the extent legally permissible, including:
- Made-to-order or personalized items
- Sealed goods for health or hygiene reasons if the seal was removed after delivery
- Hazardous materials, flammable liquids, or gases
- Gift cards
If you have questions about a specific item, please contact us before purchase.
Return Shipping Costs
Unless the return is due to a defective, damaged, or incorrect item, the customer bears the cost of return shipping.
Exchanges
The fastest way to receive the desired product is to return the existing item. Once your return has been approved, the item must be returned to us within 14 days. If the return is not made within this period, we reserve the right to refuse the return, unless there are compelling legal consumer rights that prevent this.
Once the return has been accepted, you can place a new order.
Refunds
We will notify you as soon as we have received and inspected your return and let you know whether the refund has been approved. If the refund is approved, the repayment will generally be made using the same payment method used for the original transaction, unless expressly agreed otherwise.
There are no additional fees for the customer.
For customers in the European Union, the refund will be made within 14 days of receipt of your cancellation notice at the latest.
However, we may withhold the refund until we have received the goods back or you have provided proof of return, whichever occurs first.
Please note that it may take some time for your bank or credit card provider to process the refund. If more than 15 business days have passed since your refund was approved, please contact us at Info@hanowa.ch.
Your Legal Rights
This return policy does not limit your statutory rights.
• For customers in Switzerland, the statutory warranty rights pursuant to the Swiss Code of Obligations Art. 197 ff. apply in particular.
• For consumers in the European Union, the mandatory consumer protection rights of their respective country of residence also apply.