In order to withdraw from your purchase contract, you can make use of our online withdrawal form or return the purchased items following the steps below.
How to return
To facilitate your return, click on the link in your shipping confirmation or follow the steps below:
Click hereand enter your order number and the email registered on the order.
Choose the item(s) you would like to return.
Choose the reason for your return.
• If you would like to make a warranty claim, click on “Make a warranty claim”. A request is sent to our Customer Service, they will reach out with further instructions.
• If you want to make an exchange, please choose the new size/colour in the list of options.
Please note that your exchange is not shipped until your return arrives at our warehouse. We reserve the right to refund if the exchange cannot be fulfilled at that time.
The available return service for you will be displayed, please click on that option.
Print your generated label.
• Pack the item(s) securely in a box. You can use the box the item(s) arrived in or another if you prefer. • Attach the label on the outside of your parcel. Make sure to remove or completely cover the old label.
Leave the package at the delivery courier drop off point.
• Make sure to always keep the receipt you receive, in case of any lost parcels this is needed as proof.
REFUND & EXCHANGE PROCESS
We will process your return within 14 days from our receival of the returned parcel. Once it has been processed you will receive a confirmation by email. It will be processed in one of the following ways, depending on what you have requested:
REFUND: If you have requested a refund, the refund will be made using the same payment method that was used for the purchase. Depending on the payment method selected, you will see the amount credited to your bank account in the next few days. This period varies according to each bank.
EXCHANGE: For any items that have been exchanged for another size or colour, no refund will be processed. You will receive a new email when the items have been shipped.
We refund all unused items with their original packaging and tags still attached for 14 days of receipt of the merchandises. We are only accepting items for returns purchased at one of our Hanwag web shops.
We will carry out the refund using the same payment method you chose for your initial purchase. Example: If you paid by credit card, we will refund the balance to your credit card. The refund is made within max. 14 calendar days after receipt of the returned items.
We offer a 2-year warranty period that starts from the purchase date stated on your receipt. For warranty claims to be processed you should be able to present a receipt. Note that we only accept goods purchased through our website. For goods purchased in the store/through resellers the warranty issues should be handled by the respective place of purchase that is specified on your receipt.
If you wish to submit a warranty claim on a product purchased through our website, please contact our customer service via our form found here (opens in a new window) or by phone (+46 (0)6 60490820).