PURCHASE POLICY

1. PREAMBLE AND DEFINITIONS

The sale conditions detailed below (hereinafter referred to as “Terms of sale”) govern the system of purchases that are formalised through the website www.hanniko.com, the rights and obligations derived from these, and contractual relationships between any user of the website www.hanniko.com who may wish to make and formalise a purchase through the website (hereinafter the “Customer”) and the company Hanniko Design S.L. (hereinafter the “Company”).

The data related to the Company is the following:

  • Company name: Hanniko Design S.L.
  • Nombre comercial: HANNIKO
  • Trade name: HANNIKO
  • Company Tax ID No.: B75176941
  • Domicile: Arratola Aldea 8B / 20809 Aia / Gipuzkoa /Spain
  • Email address: hanniko@hanniko.com

The main activity of the Company is the design, manufacture and sale through the website www.hanniko.com, of articles for dogs. The sales transactions performed out through the web page are carried out on the products offered therein and for which the Company has the corresponding availability, as well as under the conditions that are regulated in this document and the content of specific offers.

The only applicable conditions of sale are those that are regulated and replace any other condition, unless previously agreed otherwise expressly and in writing. At any time, the Company may be obliged to modify certain provisions of these general conditions. Therefore, it is necessary to be familiar with the updated version when placing an order on the website www.hanniko.com (hereinafter referred to as the “Website”). These modifications will affect the Customer acquiring products from their online publication and will be applied to subsequent orders from the publication. Each purchase on the Website is subject to all the clauses of the general conditions applicable on the date of the order.

Every Customer, when making any type of order through the Website, expressly declares, in placing the order, to be of legal age and have the legal capacity and full capacity to act for the purposes of accessing the Website and for hire, purchase and sale transactions undertaken through it.

The Customer cannot validate his order until he or she knows the conditions of sale of this document and accepts them by selecting the respective icon on the website when validating each order, which will entail the express declaration of knowing, understanding and accepting without reservation the conditions of use and these conditions of sale. The acceptance of the sale conditions regulated in this document, through the order validation, also entails the formalisation of the purchase agreement, which is formalised in accordance with Spanish legislation.

The Website offers the respective information on all items for sale, their characteristics and prices. The Company reserves the right to withdraw, replace or change the products offered through the Website, by simply changing its contents, so that the products offered at any time by the Website will be those for which respective orders and purchases may be made.

All the contents of the Website are available in Spanish and English, and orders and purchases may be made in any of these languages.

2. PURPOSE

The purpose of these conditions is to define the system of purchases and sales that are formalised through the Website, and the rights and obligations derived from them, and with it the legal relationship established between the Company and the Customer for the purchase and sale formalised.

3. PRINCIPLE CHARACTERISTICS, DETAILS AND PHOTOS OF THE PRODUCTS

The products offered on the Website reflect as accurately as possible the principle and basic characteristics of the products, through the technical descriptions of the products and the photographs and / or videos of the products, all in accordance with the technique and respecting the best market standards.

However, sometimes the technology may not accurately reflect the representation of the products displayed on the Website, in particular as a result of differences in the result of the colours by Internet browsing software and / or computer monitor displays. The Company is not responsible for the inaccuracy of the photographs that appear on the Website, and the Customer shall accept the degree of inaccuracy that is defined.

The technical descriptions of the products are those that exist between the Company and the Customer. Any other expectation of the Customer regarding features not described in the Website concerning the product does not create any right to claim or refund, without prejudice to the right of withdrawal.

4. PRICES

The prices indicated on the Website are shown in Euros and include VAT, but do not include delivery and transportation costs. These are shown in the purchase process once the shipping method has been chosen and the delivery address data has been completed, and are confirmed when making the order, thus allowing the Customer to know the total cost of the transaction.

The Company reserves the right to modify its prices at any time, but the products shall be invoiced based on the rates in force at the time the order is registered and completed with the price indicated by the Customer, subject to reservation availability on that date.

In the case of a product on offer, the offer price and its validity will always be indicated along with its essential characteristics.

5. ORDER PROCEDURE AND METHOD

The Customer must place orders and formalise purchases through the website www.hanniko.com, accessible 24 hours a day, 7 days a week.

The data communicated by the customer and registered by the Company during the formalisation of the order, and especially the validation or acceptance of the order, constitute the proof of the contract of sale between the Company and the Customer.

The purchase process is defined in the steps of product identification, selection, confirmation and validation of the order with indication of the total price, in the form that is contained in the Website.

After the validation of the order by the Customer and after the purchase process is completed, the Customer will receive a confirmation by email to notify him or her that the order has been correctly registered. It is essential that during the purchase process the Customer indicate a valid email. If in 24 hours from order finalization, the Customer does not receive confirmation, he or she must contact the Company at the e-mail address hanniko@hanniko.com

The Customer will receive the order at the address provided in the order process, from the moment of confirmation of payment in the Company’s account or the receipt of the corresponding amount, by any of the means of payment regulated in the present Terms of Sale.

The Customer shall have access to a record of orders, in the My Account section, which is a consultation section allowing the user to eliminate those records that he or she no longer needs to visualize.

The Customer, upon receiving the product at the delivery address provided, shall receive an invoice for the order.

The Company reserves the right not to make a delivery or not to accept an order if the Customer has not partially or totally paid a previous order, there has been some case of return on the credit or debit card on which the order amount has been charged, until the receipt of the order in the account of the Company is received, either by the respective and punctual bank transfer, or under authorisation of the competent payment centres in the case of card payment for orders, or because there is some form of payment dispute between the parties.

6. PROPERTY RESERVATION AND DELIVERY RISK

The Company retains ownership of the goods or products sold until such time as the actual payment of the total amount of the price is made and the same is received by the Company in its account, by means of the bank transfer method within the period regulated by these Conditions, or by the authorising payment centres in the case of card payment of orders.

From the delivery of the goods or products, the risks of loss and deterioration of the acquired goods, as well as the damages that these may cause, shall be transferred to the Customer.

7. AVAILABILITY

Orders placed by the Customer will be accepted by the Company according to its available stocks and those of their manufacturers and suppliers. This will be notified on the Website at all times and at the time of formalising the order validation.

In the event that a product is not available after confirming the order, the Company shall inform the customer by email or by telephone of the partial delivery of the order or cancellation thereof, within a maximum of 5 working days from order confirmation. In such case, the Company shall offer the Customer the choice between the possibility of supplying a similar product at no further cost, or reimbursing the amounts already paid in the form of a voucher, or by bank transfer, cheque or credit reimbursement on the card provided by the Customer in the purchase process, at the Customer’s discretion.

8. PAYMENT METHODS

Orders can be paid by any of the following methods:

  • By means of a credit or debit card, both VISA and MASTERCARD, against which the respective amounts will be charged. All transactions involving the transmission of personal or banking data are made using a secure environment, a server based on the standard RedSys security technology, for which all the information is transmitted encrypted through the network. The data on the Customer’s card is entered directly on the website of the corresponding bank, in the POS (Point of Sale Terminal of the Bank) and is not entered or registered in any Company server. When paying with VISA or MASTERCARD, the following information shall always be requested: the card number, expiration date, and a Validation Code that matches the last three digits of the number printed in italics on the back of the card, thereby offering further guarantees for the security of the transaction. The Customer’s order will not be validated until the payment is received in the Company’s account with the authorisation of the competent payment centres or by means of the respective bank transfer in due time. If the payment is not authorised or the transfer is not made in time, the Customer’s order will not be accepted and will be cancelled.

  • Through BANK TRANSFER. For this, the Customer must choose this option, by means of the respective link on the Website, and will receive a pre-confirmation e-mail for the order and the account number where the transfer of the respective cost should be made. This transfer must be made within a maximum period of three days following receipt of the pre-confirmation email, after which the order will be cancelled.

In case of non-payment or reimbursement of the amounts owed for any financial or banking reason, the Company shall require a basic amicable indemnity of 15 euros in addition to the invoice amount, increased by the expenses of execution of the debit operation billed by the banking institution of the Company.

In the event that the friendly charge is unsuccessful within a period of 10 days from the date of sending the first request message for collection, the message will be sent by registered letter with acknowledgment of receipt, and in the case of non-payment of the amount claimed, proceedings will be initiated to claim the amounts due, interest and damages caused, including all levels of the legal proceedings.

9. DELIVERY METHODS

The purchased products shall be delivered by means of a transport firm hired by the Company, through the following methods and within the indicated periods, which shall be initiated in any case from the moment of payment confirmation or receipt of the amount corresponding to the orders, without prejudice to the specifications indicated below:

Delivery, in the Spanish State and in Peninsular Portugal, with the exception of Ceuta and Melilla:

  • The delivery shall be made within a maximum period of 15 days if the validation of the order and receipt of the confirmation of payment has been received by the Company before 2 pm on weekdays.
  • If the order validation and receipt of payment confirmation is received from 2 pm on weekdays, or on holidays, the delivery time will be counted from the following business day.
  • Public holidays do not apply for compliance with the terms of delivery, and deliveries will not be made on those days.
  • Delivery will be made at the address provided by the Customer in the purchase process.
  • The delivery is considered as having been made from the moment in which the Product has been made available at the place of delivery indicated by the Customer.
  • The risk for the Products (loss, impairment or theft, amongst others,) shall be borne by the Customer from the moment when these have been received at the place of delivery.
  • The cost of delivery and transportation shall be as indicated in the purchase process.
  • If, for any reason, the Company cannot comply with the delivery date, the Customer will be informed of this circumstance and given the option to proceed with the purchase by establishing a new delivery date or cancel the order with the total refund of the price paid.

Delivery in other countries:

  • Delivery shall be made within a maximum period of 25 days if the order validation and payment confirmation receipt has been received by the Company before 2 pm on weekdays.
  • If the order validation and receipt of payment confirmation is received from 2 pm on weekdays, or on holidays, the delivery time will be counted from the following business day.
  • Public holidays do not apply for compliance with the terms of delivery, and deliveries will not made on those days.
  • Delivery will be made at the address provided by the Customer in the purchase process.
  • The delivery is considered as having been made from the moment in which the Product has been made available at the place of delivery indicated by the Customer.
  • The risk for the Products (loss, impairment or theft, amongst others,) shall be borne by the Customer from the moment when these have been received at the place of delivery.
  • The cost of delivery and transportation shall be as indicated in the purchase process.
  • If, for any reason, the Company cannot comply with the delivery date, the Customer will be informed of this circumstance and given the option to proceed with the purchase by establishing a new delivery date or cancel the order with the total refund of the price paid.

The carrier shall always proceed to the delivery of the goods at the address provided by the Customer to the Company. In the event that the Customer is not at the address provided at the time of the carrier’s appearance and the delivery cannot be made, the latter shall submit the respective report that will be provided to the customer with a telephone number of the carrier who should be contacted in order to arrange delivery. The unsuccessful delivery due to the absence of the Customer at the address provided, shall not be the responsibility, under any circumstances, of the Company, and in the event that delivery cannot be made on the scheduled day due to difficulties with access or point of entry not indicated by the Customer or his or her absence on the day of delivery, the Company may re-invoice the delivery costs. Where the delivery address is incorrect or incomplete, or unsuccessful delivery has been attempted on more than two occasions, after a period of 5 days the shipment will be returned to its point of origin and charged to the Customer.

If the Customer wishes to define a specific delivery date that exceeds the stipulated delivery time, he or she must notify the Company at the e-mail address hanniko@hanniko.com.

The Customer undertakes to verify the compliance of the order at the time of delivery by the carrier and the perfect condition of the goods at the time of receipt. In case of a complaint regarding possible defects or signs of damage of the products (breakdown, missing product with respect to the delivery order, damaged packaging, broken products, etc.), the Customer must indicate his or her observations regarding the delivery order and send them by registered post with acknowledgment of receipt within two days after delivery to the address of the Company.

Except in the case of hidden defects and guarantees, no claim or reservation shall be accepted after receipt of the products by the Customer if he or she has not followed the procedure detailed above.

10. WITHDRAWAL OF CONTRACT

The Customer shall have a maximum period of fourteen (14) calendar days from the delivery of the Product, to communicate total or partial withdrawal of the purchase of the Product to the Company, in accordance with the applicable legislation. Once the term of fourteen (14) calendar days has expired, the Company will not accept refunds for withdrawal of product purchases.  Within this period, the Customer must have proceeded to return the order from which he or she has withdrawn, by sending it to the Company’s address, under the conditions indicated below.

The Customer will not have the right to withdraw in the cases established in the regulations that are applicable, especially in the cases regulated in the Consumer and Users Law, or regulations that substitute, modify or develop it.

The Customer must notify the withdrawal by completing the corresponding withdrawal form that can be found in the following section of the Website:

> Download the withdrawal form

He or she will receive an email confirming receipt of the withdrawal notification within a maximum period of 48 hours (computed for business days), with the respective Return Delivery Document attached.

A return made within the deadline will not be penalized. However, the Customer must assume the shipping costs for the return.

In the aforementioned term of fourteen (14) calendar days from the delivery of the Product, the Customer must send the merchandise, properly packed and in perfect condition, accompanied by its invoice and the Return Delivery Document duly signed, to the Company’s address, by means that allow the specific date of shipment to be recorded.

In the case of the return of merchandise due to withdrawal from the contract, the Customer shall bear the costs and risks of transport for the return. Only products that are new and complete shall be accepted for the purpose of the return. The amount of any product that has been damaged by the Customer, throughout the transportation, or whose original packaging is damaged in a way that goes beyond its simple opening, shall not be refunded.

Once the goods have been returned on time and after verification by the Company that they are in perfect condition, the amount paid by the Customer and the ordinary expenses of the shipment of the original order (the difference of the express shipping costs is not included, nor the expenses of the return shipment, which will be borne by the Customer), shall be refunded in the same way that the customer paid for the price of the goods, within a maximum period of fourteen (14) calendar days from the receipt of the notice of withdrawal, provided that the Products have been received within the deadline and in the return conditions indicated above, thereby leaving the contract terminated.

In case the merchandise is not in perfect condition, the Company shall inform the Customer by registered mail with acknowledgment of receipt or by email, denying the right to return and making the merchandise available to him or her at the Company’s address indicated above.

The Company advises the Customer to take out specific insurance with the carrier returning the merchandise for the commercial value of the products. This insurance is necessary so that the customer can protect him- or herself against any case of damage, spoliation or loss of the products by the carrier. Insurance shall also be borne by the Customer.

11. RETURN OF DEFECTIVE PRODUCTS

The Customer shall be entitled to reimbursement of the price, shipping costs and return shipping costs, defective Products or Products delivered if they do not match the order placed by the Customer, in accordance with applicable legislation.

In these cases, the return to the Company of the Products may be undertaken through the means established in the section on Withdrawal from the Contract.

In the case of return of defective Products, or which do not match the order placed by the Customer, the Company will be responsible for transport costs of the return of the Products.

12. HIDDEN DEFECTS

The Company is liable for any damage or hidden defect that may be found in articles, in accordance with civil and commercial regulations, and in the respective period of time from their appearance. The appearance of such damage must be notified by the Customer to the Company, by registered mail with acknowledgment of receipt, and the defective merchandise then sent to the Company’s address, in order for the Company to analyse and confirm the existence of the hidden defect or fault.

The hidden defect or fault must not be due to:

  • Abnormal or inappropriate use;
  • Normal wear or ageing;
  • An accidental event or, more generally, an external cause (such as the intervention of a third party not authorised in the product).
  • An unwanted customisation due to an error by the Customer in providing details. Once the name is recorded, it cannot be modified.

The Company shall be responsible for the transportation costs of the return of the Products provided that the hidden defects indicated are accredited and verified by the Company.

13. GUARANTEE

The Products have the legal guarantee for non-conformity for a period of two (2) years from the date of delivery and in accordance with the provisions of the applicable regulations. The Customer must inform the Company of the non-conformity within a period of two (2) months from when this was detected.

The guarantee offered by the Company refers to that established in Royal Legislative Decree 1/2007, of 16 November, which approves the revised text of the General Law for the Defence of Consumers and Users.

The guarantee does not include deficiencies caused by negligence, knocks, atmospheric elements or any external type, improper use or handling, installation and / or use not in accordance with the instructions for use or not made by the authorised technical service when appropriate, or materials or perishable products, subject to wear and tear due to their normal use or because they are consumable. Products modified or repaired by the Customer or any other person not authorised by the technical assistance service are excluded from the guarantee.

The Customer shall not be able to exercise the guarantee:

  1. Without proof of purchase of the Products. To make use of the guarantee, it is essential to keep proof of purchase (invoice) of the Products.
  2. If the identification number is handled or repaired as well as the Product guaranteed without knowledge and authorisation of the technical service or the company issuing the guarantee.
  3. If some of the details of the guarantee for the Products provided or the proof of purchase (invoice) of the Products are modified, altered or replaced.

The Customer may exercise the guarantee of a Product according to the regulations in force. The Customer may contact the Company to receive help on the steps to follow and the information necessary for the presentation of the relevant claims.

In the event that a product is non-compliant, the Company cannot guarantee its return. However, if the requirements indicated by the current consumer law are met, the Company shall return to the Customer a part or the entire price of the non-compliant Product, as applicable.

14. GENERAL LIABILITY SCHEME

The Customer is responsible for verifying that the information provided to the Company during the process of formalising the order and purchase are accurate and complete, especially the delivery address and the credit or debit card details. The customer is responsible for all the data provided through the aforementioned process.

The necessary expenses arising from errors committed by the Customer, especially errors regarding location and shipping address, will be charged to the Customer.

Liability incurred by the Company, with respect to contracts and relationships with Customers, cannot exceed an amount equal to the amounts paid or payable during the transaction at the beginning of such liability, regardless of the cause or action in question.

All those events or circumstances that are unavoidable, unpredictable or independent of the will of the parties, especially in the event of total or partial strike of carriers, and natural catastrophes, such as floods and fires, are considered fortuitous cases or causes of force majeure that exempt responsibility.

The Customer chooses and acquires the products under his or her own and sole responsibility. Therefore, the total or partial impossibility of using products because of the incompatibility of material cannot give rise to any compensation, return or demand of liability by the Company, except in the case of a demonstrated hidden defect, non-conformity, imperfection or the exercise of the right of withdrawal.

15. ETHICAL AND RECIPROCITY STATUTES

The Company hereby guarantees to its Clients that the products offered for sale on the site do not violate Spanish legislation in force on the day the order is placed. In addition, the Company guarantees that the content of the site does not contain inappropriate material.

16. APPLICABLE LAW AND JURISDICTION

These Conditions of Sale and the relations between the Company and the Customer shall be executed and interpreted in accordance with Spanish law.

In the event of a dispute between the parties in relation to any of the terms and contents of the formalised contractual relationship, and if an initial attempt at an amicable agreement is unsuccessful, the dispute shall be referred to the arbitration of the Gipuzkoa Chamber of Commerce and Industry.

17. DIVISIBILITY OF CLAUSES

The fact that any clause of the general conditions of sale is declared null, not binding, expired, illegal or unenforceable due to a law, regulation or after a final judgment of a competent jurisdiction, cannot call into question the validity, the legality and applicability of the other stipulations of these general conditions of sale, and will not exempt the customer from compliance with his or her contractual obligations.